Saint Claire Regional Medical Center

The Patient Care Experience Liaison advocates between patients/families, administration, employees, and physicians, facilitates resolutions of concerns and grievances, and helps improve patient satisfaction.

Duties/Responsibilities:

• Evaluates patients' and families' needs to provide appropriate advocacy services.
• Ensures patients and families receive timely, complete, and accurate information so they may effectively participate in care and decision-making.
• Demonstrates dignity and respect for patients and families, honoring their knowledge, beliefs, and cultural diversity.
• Demonstrates dignity and respect for employees, taking time to process multiple perspectives and experiences.
• Manages and documents concerns from families and employees.
• Demonstrates autonomy and ownership in resolving patient and family concerns and inquiries.
• Analyzes patient and family concerns and collaborates with appropriate employees in a supportive manner to seek and render fair resolutions that meet the patient's and their family's legitimate interests.
• Documents actions by completing forms, reports, logs, and records by looking for patterns and identifying improvement possibilities.
• Designs, executes, and participates to promote ongoing improvement for specified operational and strategic goals.

Education:

Bachelor’s Degree in Communications, Business, or Healthcare-related field required. Three years related experience in service recovery in a healthcare and/or customer service environment may be considered in lieu of required education.

Experience:

Three years’ related experience in service recovery in a healthcare and/or customer service environment preferred.

Licensure/Certification:

None

Physical/Work Requirements:

The physical demands described here represent those that an employee must meet to perform the essential functions of this job successfully. Reasonable accommodations may be made to enable individuals with disabilities to perform essential functions. While performing the duties of this job, the employee is regularly required to sit and use hands to finger, handle, or feel. The employee is required to communicate effectively. Specific vision abilities this job requires include close vision for reading and computer work. The employee must lift and/or move up to 10 pounds, frequently lift and/or move up to 25 pounds, and occasionally lift and/or move more than 50 pounds.

The work environment described here is representative of those that an employee must meet to perform the essential functions of this job successfully. Reasonable accommodations may be made to enable individuals with disabilities to perform essential functions. While performing the duties of this job, the employee works in an area with good lighting and climate control. The noise level in the work environment is usually moderate.