Patient Liaison

About the role

When you join the growing BILH team, you're not just taking a job, you’re making a difference in people’s lives.

Responsibilities

• Support patients and families in a complex clinical environment, act as a liaison between patients and LHMC
• Excellent interpersonal skills with individuals who may be in crisis
• Working with teams to achieve goals
• High level of sensitivity to confidential information
• Excellent verbal, written and presentation skills; ability to effectively communicate with all levels of the organization (senior management, physician leadership, and front-line staff)
• Superior organizational skills, with the ability to function independently and effectively in a changing environment, develop and meet deadlines, prioritize multiple projects, and manage time effectively
• Experience working with data and databases
• Strong communications system thinking skills
• Able to function effectively, independently and efficiently in a stressful and dynamic work environment
• Assists/coaches leaders across the organization on service recovery to improve patient experience of care
• Under the supervision of the Director of Risk Management and Patient Relations conduct timely investigations and response to all patient concerns/ complaints/grievances for clinical service areas including interviewing staff and reviewing medical records. Facilitates effective communication between patients, families and providers to enhance patient / family-centered care and ensure common goals.
• Categorize and document complaints and grievances regarding patient concerns into a database system
• Responds to requests for assistance in managing difficult patient / family situations. Collaborates with clinical service area management and administrative leadership, frontline staff or other hospital services to provide real-time support and/or improvement strategies to reach effective resolution
• Maintains department service standards with particular attention to teamwork, communication, and respect
• Provides consultation coaching and education in clinical service areas and throughout the organization. Identifies opportunities for staff education and facilitates learning of clinicians, administrative management and staff in customer service recovery and patient satisfaction.
• Attend regularly scheduled department meetings
• Other projects as assigned

Organizational Requirements

• Maintain strict adherence to the Lahey Hospital and Medical Center Confidentiality policy
• Incorporate Lahey Hospital and Medical Center Standards of Behavior and Guiding Principles into daily activities
• Comply with all Lahey Hospital and Medical Center Policies
• Comply with behavioral expectations of the department and Lahey Hospital and Medical Center
• Maintain courteous and effective interactions with colleagues and patients
• Demonstrate an understanding of the job description, performance expectations, and competency assessment
• Demonstrate a commitment toward meeting and exceeding the needs of our customers and consistently adheres to Customer Service standards
• Participate in departmental and/or interdepartmental quality improvement activities
• Participate in and successfully completes Mandatory Education
• Perform all other duties as needed or directed to meet the needs of the department

Qualifications

• Education/Training: Bachelor’s degree or its equivalent, Masters preferred
• Licensure, Certification & Registration: Social Work or Nursing background preferred
• Experience: 3-5 years of experience working with clinical and non-clinical staff in the healthcare / customer service field
• Skills, Knowledge & Abilities: Ability to interact with people and diffuse difficult situations while remaining calm and providing excellent customer service; Demonstrated interpersonal skills including strong written and oral communication skills; Ability to respond to and solve patient and family complaints and grievances to improve service recovery and the patient experience of care; Knowledge of a broad range of clinical practices, procedures and policies, medical terminology; Ability to conduct comprehensive electronic medical record review; Strong organization skills; Advanced skills with Microsoft applications which may include Outlook, Word, Excel, PowerPoint or Access and other web-based applications. May produce complex documents, perform analysis and maintain databases.

Benefits

Not specified

Pay

$27.00 – $37.45

Schedule

No shift rotation

On Call

No