Patient Experience Advocate & Liaison

Universal Health Services; Fort Washington (Montgomery County); On-site; USD 42,000 - 64,000; Full time

Job summary

Brooke Glen Behavioral Hospital in Fort Washington, PA, is seeking a Patient Experience Liaison to build rapport with patients and families, address concerns early, and help ensure a positive hospital stay.

You will facilitate communication between patients, visitors, staff and leadership, investigate complaints, and assist with service recovery while supporting customer service initiatives in line with the hospital’s mission.

Qualifications

• High School Diploma or equivalent required; Bachelor's degree preferred.
• 1–3 years of relevant healthcare experience; psychiatric setting preferred.
• Strong communication and interpersonal skills.
• Ability to empathize and advocate for patients' needs and concerns.
• Experience in healthcare or customer service environments.
• Proficient in conflict resolution and problem-solving.
• Knowledge of patient care standards and healthcare regulations.
• Familiarity with electronic health records (EHR) systems is a plus.

Responsibilities

• Work directly with patients without supervision. Establish rapport with the patient and family to learn what is most important to them in their hospital experience and their preferences.
• Acts as an intermediary to Hospital Administration on behalf of patients and their families; respond to and investigate complaints and concerns and communicate issues to staff.
• Analyze patient experience data to identify trends and improvement opportunities; provide summaries to leadership and meet satisfaction goals.
• Manage accountability and reporting tools; input grievances into tracking systems and maintain records.
• Performs other duties as assigned by the Director of Social Services.

Skills

Strong communication

Interpersonal skills

Empathy and advocacy

Conflict resolution

Problem solving

Healthcare/customer service

Education

High School Diploma or equivalent

Bachelor's degree preferred (psychology or related field)

Tools

Electronic Health Records (EHR)

Job description

Brooke Glen Behavioral Hospital in Fort Washington, PA, is seeking a Patient Experience Liaison to build rapport with patients and families, address concerns early, and help ensure a positive hospital stay.

You will facilitate communication between patients, visitors, staff and leadership, investigate complaints, and assist with service recovery while supporting customer service initiatives in line with the hospital’s mission.