PATIENT EXPERIENCE LIAISON

Overview

Counsels patients to facilitate proactive listening with the patients. Facilitates communication in an environment that can sometimes be high pressure, when patient files a complaint. Reports complaint to staff involved and department manager. Works as liaison with patient and staff to resolve the issues surrounding the customer’s complaint. Follows up with communication to close loop with all involved and documents interaction.

Responsibilities

• Conducts daily rounding with patients to be proactive in listening to the voice of the customer.
• Facilitates communication in a timely manner while patient is still in facility.
• Provides customer service when patient files a complaint or grievance.
• This communication can happen in an environment that can be high pressure at times and deals with sensitive situations.
• Conducts reviews into patient complaints, safety/quality/risk situations that come up while being responsible for multiple investigations.
• Patient complaints may be referred to Patient Experience by telephone, voice mail, e-mail or survey/letters so must be able to utilize all different means of communication to access patient complaints.
• Documents all complaints for trending purposes.
• Celebrates Trending for Customer Satisfaction/Quality Department.
• Mets with department managers on a regular basis to share trends of complaints.
• Develops action plans for improvement opportunities.
• Reports complaint to staff involved and department manager for additional review.
• Maintains a neutral stance while working with patient and staff member to resolve the issues surrounding the patient’s complaint.
• Works with appropriate parties to complete complaint review.
• This can include working with Human Resources, external stakeholders, senior leadership, Risk Management, Compliance and quality/safety leaders.
• Facilitates the grievances according to CMS Guidelines, including a 7-day letter, review and 30-day letter closing out the review within the 30 day required timeframe.
• Receives and responds to requests for information and/or additional services by patient/customers and/or family members in a timely manner.
• Performs any needed follow up communication to close out the review of the complaint and documents findings of all communications that took place.
• Determines what patient representative contacts need to be made.
• Coordinates and directs the following activities assuring that all are completed in a timely manner: Patient/Customer feedback service (includes satisfaction measurement system) and Patient/Customer Advocacy/Liaison service.
• Retrieves data from Sensor, Qualtrics, Sharepoint, and be able to analyze data to determine areas of improvement for MMC with the goal of changing the patient experience to a positive outcome.
• Compiles data and makes recommendations for improvement changes.
• Cascades this change out to the impacted staff.
• Aids department manager to plan and implement methods to support effective practices and delete ineffective practices.
• Coordinates Customer Service skills training for employees at Memorial Medical Center.
• Maintains effective communication and good working relationship with department managers to: Informally monitor employee morale and response to Customer Service efforts.
• Implements service improvements inter and intra departmentally.

Qualifications

• High school diploma or equivalent required.
• Associate Degree preferred.
• Minimum of 3 years’ experience in hospital, customer service or related field required.
• Supervisory, lead and/or training experience preferred.