Associate Patient & Customer Experience Liaison

About the role

Serves as liaison between care providers, patients and families. Maintains ongoing communication with patients and their families; responds to some of the comfort needs for patients. Assists patients and families in obtaining answers to questions that they may have; informs patients and families of available resources to help with their non-medical needs.

Responsibilities

• Maintains ongoing communication with patients and their families
• Makes periodic rounds of the waiting room, examination areas, lobby, treatment floors, emergency room etc. to check in with patients and/or families and assess satisfaction and comfort level
• Assists patients and families by obtaining answers to questions including non-clinical information on the status and causes of delays
• Provides directions to other areas of the hospital such as the cafeteria, public restrooms, chapel etc.
• Provides general, public information regarding other hospital services and programs
• Interprets and communicates the Patient Bill of Rights and other policies and procedures to patients, families, staff and volunteers
• Communicates any concerns needing immediate attention to the appropriate staff person (e.g. Nursing, Security, Access Services, Maintenance etc.)
• Responds to some comfort needs for patients as approved by nursing
• Escorts families to the patient's exam room, when appropriate
• Performs related duties as required

Qualifications

• High School Diploma or equivalent required
• 0-1 years of relevant experience, required