Liaison - Patient Experience

Memorial Healthcare System; United States; On-site; USD 35,000 - 55,000; Full time

Job summary

Memorial Healthcare System seeks a Patient Experience Liaison to deliver high-touch support to patients, families, and visitors. You will guide them with wayfinding, escorts, information, and real-time issue resolution to enhance safety and comfort throughout their visit.

This role collaborates with multiple teams to address concerns, improve service delivery, and monitor spaces for barriers to provide a welcoming, informed experience.

Qualifications

• Associates in a related field
• Required 2+ years of experience in customer service, hospitality or a related field
• Required experience in a hospital or healthcare setting
• Preferred bilingual proficiency in English and Spanish
• Preferred knowledge of conflict resolution techniques and customer service best practices
• Preferred working knowledge of medical terminology and healthcare environments
• Preferred demonstrated empathy and patient-centered approach to service
• Preferred commitment to delivering exceptional customer service and enhancing patient experience
• Preferred active listening and strong communication with diverse populations

Responsibilities

• Greet and assist patients, families, and visitors in hospital entrances and public areas
• Provide wayfinding support and escort services to destinations throughout the facility
• Assist with check-in processes and use digital self-service tools as needed
• Identify individuals needing guidance or service recovery interventions
• Coordinate wheelchair and transport services for safe patient movement
• Deliver exceptional customer service and resolve concerns to improve the patient experience
• Collaborate with Patient Experience, Registration, Security, and Clinical teams to address issues
• Monitor public spaces for safety, cleanliness, or accessibility issues and escalate as needed
• Document trends and recurring concerns affecting patient experience

Skills

Accountability

Customer service

Effective communication

Organization skills

Problem solving

Professional credibility

Responding to change

Standards of behavior

Teamwork

Education

Associates

Job description

Summary

The Patient Experience Liaison delivers compassionate, high-touch support to patients, families, and visitors by providing wayfinding assistance, escort services, information, and real-time issue resolution. This frontline role enhances safety, reduces uncertainty, and elevates the overall patient experience by ensuring individuals feel welcomed, informed, and supported throughout their visit.

Responsibilities

• Greets and assists patients, families, and visitors throughout hospital entrances and public areas.
• Provides wayfinding support and escort services to destinations throughout the facility.
• Facilitates navigation within the facility, including assisting with check‑in processes and digital self‑service tools.
• Identifies and assists individuals requiring guidance, support, or service recovery interventions.
• Coordinates wheelchair and transport services to promote safe and efficient patient movement.
• Delivers exceptional customer service and resolves concerns to enhance the overall patient experience.
• Partners with Patient Experience, Registration, Security, and Clinical teams to address issues and improve service delivery.
• Observes and monitors public spaces for safety issues, cleanliness concerns, or accessibility barriers, escalating as necessary.
• Documents and communicates trends, barriers, and recurring concerns affecting the patient experience.

Competencies

• ACCOUNTABILITY
• CUSTOMER SERVICE
• EFFECTIVE COMMUNICATION
• ORGANIZATION SKILLS
• PROBLEM SOLVING
• PROFESSIONAL CREDIBILITY
• RESPONDING TO CHANGE
• STANDARDS OF BEHAVIOR
• TEAM WORK

Education and Certification Requirements

Associates

Qualifications

• Associates in a related field
• Required 2+ Years of experience in customer service, hospitality or a related field
• Required Experience in a hospital or healthcare setting
• Preferred Bilingual proficiency in English and Spanish preferred
• Preferred Knowledge of conflict resolution techniques and customer service best practices.
• Preferred Working knowledge of medical terminology and healthcare environments.
• Preferred Demonstrated empathy, compassion, and a patient‑centered approach to service.
• Preferred Commitment to delivering exceptional customer service and enhancing the overall patient experience.
• Preferred Sound active listening skills with the ability to assess needs and respond appropriately.
• Preferred Sound verbal and written communication skills, with the ability to effectively engage diverse populations.
• Preferred Demonstrated ability to de‑escalate challenging situations and resolve conflicts.
• Preferred Ability to maintain professionalism and composure in a fast‑paced environment.
• Preferred Professional presence with the ability to foster trust and positive interactions.

EEO Statement

Memorial Healthcare System is proud to be an equal opportunity employer committed to workplace diversity. Memorial Healthcare System recruits, hires and promotes qualified candidates for employment opportunities without regard to race, color, age, religion, gender, sexual orientation, national origin, veteran status, disability, genetic information, or any factor prohibited by law. We are proud to offer Veteran’s Preference to former military, reservists and military spouses (including widows and widowers). You must indicate your status on your application to take advantage of this program. Employment is subject to post offer, pre‑placement assessment, including drug testing. If you need reasonable accommodation during the application process, please call 954‑276‑8340 (M‑F, 8am‑5pm) or email [e-mail] Be where care matters. At Memorial Healthcare System, we are dedicated to improving the health, well‑being, and quality of life of the people entrusted to our care. This unwavering commitment to our service vision makes the difference and is the foundation of The Memorial Experience. Be where you are valued.