Patient Experience Liaison

North Mississippi Health Services, Inc.; Tupelo (MS); On-site; USD 42,000 - 60,000; Full time

Benefits offered by this job

Continuing Education

Retirement Plan

Insurance benefits

Wellness Programs

Employee Assistance Program

Medical Benefits

Certification Reimbursement

Life & Disability Insurance

Employee Discounts

Relocation Assistance

Paid Time Away

Early Wage Access

Tuition Assistance

Wellness Center Rates

Job summary

North Mississippi Health Services, Inc. seeks a Patient Experience Liaison to advance patient-family centered care. You will bridge patients with clinical and non-clinical teams to resolve concerns and promote empathy and accountability.

The role focuses on improving patient experience through collaboration, service recovery, and program implementation across the health system, with travel as needed.

Qualifications

• Associate's Degree in Business, Health Science or related field required.
• High School Diploma or GED required with additional 4+ years in healthcare beyond minimum requirement.
• Certified Patient Experience Professional preferred (within 1 year).

Responsibilities

• Serve as primary contact for patient and family concerns; facilitate timely resolution.
• Track and report patient experience metrics; maintain documentation.
• Document and route complaints in survey systems; escalate as needed.
• Provide training to new leaders on data interpretation to improve patient satisfaction.
• Collaborate with clinical, operational, and administrative teams during huddles and in system-level workgroups.
• Monitor patient feedback data; support development and execution of improvement plans.
• Educate patients during patient experience rounds and distribute approved materials.
• Position does require travel to support facilities across the system.
• Represent the Patient Experience department at sitewide orientations and organizational events.

Skills

Communication

Data entry

Project facilitation

PHI confidentiality

Education

Associate's Degree in Business/Health Science

High School Diploma or GED with healthcare experience

Tools

PowerPoint

Excel

Database software

Job description

We believe a career is more than just a career — it's a calling. Our teammates' "True North" is what calls them to health care; it’s their passion. At North Mississippi Health Services, we believe in helping you leverage and connect that passion with a much greater purpose that impacts people you know and love.

Job Description

JOB SUMMARY The Patient Experience Liaison serves as a key resource for advancing patient-family centered care across the health system. This role focuses on improving the overall patient experience by fostering collaboration between departments, supporting service excellence initiatives, and ensuring alignment with organizational goals. The liaison acts as a bridge between patients, families, and clinical/non-clinical teams to perform service recovery by resolving concerns, identifying improvement opportunities, and promoting a culture of empathy and accountability.

Service Coordination

• Serve as a primary point of contact for patient and family concerns; facilitate timely resolution of complaints; ensure patients and families feel heard and respected.
• Track and report patient experience metrics and initiatives; maintain accurate documentation.
• Document, track, and route patient complaints and feedback within the organization’s survey and reporting systems; ensure accurate entry, appropriate escalation to responsible leaders, and compliance with PHI/privacy standards.Assists as needed with other employee and internal customer service surveys.
• Provides training to new leaders and ongoing training on how to interpret data on areas of focus to improve patient satisfaction.
• Partner with clinical, operational, and administrative teams during huddles and participate in system-level committees and workgroups as needed.
• Collaborate with facility leadership and frontline teams; monitor and analyze patient feedback data; support development and execution of improvement plans.
• Provide education to patients during patient experience rounds and assist in distributing approved educational materials.
• Position does require travel as needed to support facilities across the system.
• Represents the Patient Experience department at sitewide orientations, onboarding programs, and organizational events.

Qualifications

Education

• Associate's Degree Business, Health Science or other related field. Required
• High School Diploma or GED Equivalent in lieu of associates degree a high school diploma will be accepted with an addition 4 yrs in healthcare beyond the minimum requirement. Required

Licenses and Certifications

• . Certified Patient Experience Professional. within 1 Year. Preferred

Work Experience

• 1-3 years. Minimum of 2 years' health care experience. Required
• 1-3 years. Project management experience. Preferred

Knowledge Skills and Abilities

• Excellent oral and written communication skills
• Working knowledge of computer and software programs including data base, Power Point and Excel
• Ability to work with intricate details, figures and large volumes of data
• Demonstrated experience as a project facilitator
• Ability to navigate patient experience, complaint management, and healthcare information systems while maintaining confidentiality of PHI
• Ability to manage sensitive situations with empathy
• Must understand organizational processes and identify gaps
• Must utilize creative and critical thinking skills in performance of job responsibilities
• Must project a courteous and professional image across all NMHS stakeholders and patients

Benefits

A****vavailable

• Continuing Education
• 403B Retirement Plan with Employer Match Contributions
• Pet, Identity Theft and Legal Services Insurance
• Wellness Programs and Incentives
• Employee Assistance Program
• Medical Benefits
• License+ Certification Reimbursement
• Life, Long-Term and Short-Term Disability, Group Accident, Critical Illness and Hospital Indemnity Insurance
• Employee Discount Program
• Other:
• Early Access to Earned Wages
• Tuition Assistance
• Relocation Assistance
• Paid Time Away
• Special Employee Rates at NMMC Wellness Centers

Requirements

No additional requirements from any stated in the above description.

Education

You must have the following education to apply: