Associate Patient & Customer Experience Liaison

Job Description

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.

Job Responsibility

• 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. All responsibilities noted here are considered essential functions of the job under the Americans with Disabilities Act. Duties not mentioned here, but considered related are not essential functions.

Varying hours; must be available to work weekends as needed. This position may require flexibility to support multiple locations.

Job Qualification

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

*Additional Salary Detail 
The salary range and/or hourly rate listed is a good faith determination of potential base compensation that may be offered to a successful applicant for this position at the time of this job advertisement and may be modified in the future. When determining a team member's base salary and/or rate, several factors may be considered as applicable (e.g., location, specialty, service line, years of relevant experience, education, credentials, negotiated contracts, budget and internal equity).