What are the responsibilities and job description for the Patient Experience Liaison position at Geisinger?
- Provide primary review of patient relations events and grievances.
- Partners to drive change by creating and fostering a positive, proactive culture and environment.
- Use critical thinking skills to promote problem-solving.
- Educate staff and departments on service recovery initiatives and processes.
- Communicate and report service improvement opportunities to department leaders and administration, as necessary.
- Ensure compliance with regulatory agency requirements and system standards are met.
- De-escalates situations involving angry or frustrated patients or designated representative, ensuring concerns are addressed while maintaining a calm and safe environment. Promotes safe work environment by communicating clear expectations regarding conduct and importance of mutual respect in interactions.
- Investigates, documents and resolves patient complaints and grievances per regulatory agency requirements and system standards through active listening of the patient experience, verifying facts, and collaborating with department leaders and administration.
- Serves as a liaison between patients or designated representative, and employees to share necessary information and coordinate to achieve a reasonable resolution, which may occur in a meeting forum.
- Educates patients and families about reasonable service expectations and their rights and responsibilities.
- Prepares and provides written and verbal responses to address patient service concerns in accordance with the organization’s service standards.
- Participates, as needed, in consultation with Patient Safety, Risk Management, Legal Services, and necessary ad hoc departments to communicate and investigate patient or designated representative concerns regarding quality of care, compensation requests, and concerns whereby an experience may pose potential risks to the organization.
- Coordinates efforts to ensure compliance with regulatory standards related to patient complaints and grievances.
- Collects and analyzes patient relations data to identify and trend areas for opportunities in patient care services.
- Participates in relevant committees, workgroups and meetings to support system goals and Patient Experience Liaison standards.
Work is typically performed in both a clinical and office environment. Accountable for satisfying all job specific obligations and complying with all organization policies and procedures. The specific statements in this profile are not intended to be all-inclusive. They represent typical elements considered necessary to successfully perform the job. Additional competencies and skills outlined in any department-specific orientation will be considered essential to the performance of the job related to that position.
Qualifications:
Hours: 8:00 a.m. - 4:30 p.m.
Required: Bachelor's Degree, with minimum of 3 years of Health Care Experience
Geisinger cares about not only its patients and members but also about you and your family. We offer a competitive compensation and benefits package to ensure that you and your loved ones can maintain good health, achieve financial stability, and excel both personally and professionally. We believe in creating a diverse and inclusive environment where all employees can be their authentic selves. To learn more: https://jobs.geisinger.org/diversity
Benefits of working at Geisinger:
Full benefits (health, dental and vision) starting on day one
Three medical plan choices, including an expanded network for out-of-area employees and dependents
Pre-tax savings plans with healthcare and dependent care flexible spending accounts (FSA) and a health savings account (HSA)
Company-paid life insurance, short-term disability, and long-term disability coverage
401(k) plan that includes automatic Geisinger contributions
Generous paid time off (PTO) plan that allows you to accrue time quickly
Up to $5,000 in tuition reimbursement per calendar year
MyHealth Rewards wellness program to improve your health while earning a financial incentive
Family-friendly support including adoption and fertility assistance, parental leave pay, military leave pay and a free Care.com membership with discounted backup care for your loved ones
Employee Assistance Program (EAP): Referrals for childcare, eldercare, & pet care. Access free legal guidance, mental health visits, work-life support, digital self-help tools and more.
Voluntary benefits including accident, critical illness, hospital indemnity insurance, identity theft protection, universal life and pet and legal insurance.
