Patient Experience Liaison

ELITE HOME HEALTHCARE LLC; Bedford (IN); On-site; USD 20,664,000 - 30,307,000; Full time

Job summary

Elite Home Healthcare LLC is seeking a Patient Relationship Specialist to act as the primary contact for patients during admission and service interruptions. You will maintain proactive communication, provide timely updates, and coordinate with internal teams to ensure patients remain informed and supported throughout their care journey.

The role emphasizes compassionate, professional communication, meticulous follow-up, and documentation while protecting patient confidentiality in a fast-paced

Qualifications

• High school diploma or equivalent.
• Previous experience in healthcare, home healthcare, customer service, patient services, or a related field preferred.
• Excellent verbal and written communication skills.
• Strong organizational and follow-up skills.
• Ability to communicate professionally and compassionately with patients and families.
• Strong attention to detail.
• Ability to manage multiple patients and follow-up responsibilities.
• Ability to work effectively with multiple departments.
• Ability to maintain confidentiality and protect patient information.
• Basic computer skills and ability to learn company systems and software.

Responsibilities

• Serve as a consistent point of contact for patients and families during the admission process and periods of service interruption.
• Establish and maintain positive, professional, and supportive relationships with patients.
• Provide timely and accurate updates regarding the status of a patient’s services.
• Conduct regular follow-up with patients who are waiting to begin services.
• Ensure patients understand what to expect and are kept informed of any changes or delays.
• Respond to patient questions and concerns or direct them to the appropriate department when additional assistance is needed.
• Maintain a professional and compassionate approach during all patient interactions.
• Serve as the patient-facing contact when services are delayed, changed, or temporarily interrupted.
• Communicate with the appropriate internal team to obtain current information regarding the patient’s situation.
• Provide patients with updates as information becomes available.
• Follow up with internal team members when additional information is needed.
• Continue communication with the patient until the situation has been resolved or appropriately transitioned back to the responsible department.
• Escalate significant or unresolved patient concerns to the appropriate member of management.
• Maintain an organized list of patients requiring ongoing communication or follow-up.
• Complete scheduled patient follow-up consistently and within established timeframes.
• Document patient communications, updates, concerns, and follow-up activities accurately.
• Maintain appropriate records of outstanding patient concerns until they are resolved.
• Communicate recurring patient concerns or patterns to management.
• Maintain patient confidentiality and follow all applicable HIPAA and company requirements.

Skills

Patient Relationship Management

Professional Communication

Customer Service

Compassion & Empathy

Organization

Follow-Up & Accountability

Time Management

Attention to Detail

Problem Solving

Professional Judgment

Cross Departmental Communication

Documentation

Confidentiality

Reliability

Education

High school diploma or equivalent

Job description

Elite Home Healthcare LLC is seeking a Patient Relationship Specialist to act as the primary contact for patients during admission and service interruptions. You will maintain proactive communication, provide timely updates, and coordinate with internal teams to ensure patients remain informed and supported throughout their care journey.

The role emphasizes compassionate, professional communication, meticulous follow-up, and documentation while protecting patient confidentiality in a fast-paced