Patient Experience Liaison

MUSC Health; Columbia (SC); On-site; USD 25,000 - 39,000; Full time

Job summary

The Patient Experience Liaison at Medical University of South Carolina focuses on addressing patient and family concerns to enhance their hospital experience. The role interfaces with healthcare teams and administration to resolve issues and improve service delivery.

A strong emphasis on communication, empathy, and advocacy for patient self-determination is required. Responsibilities include rounding, assessing patient concerns, and coordinating with departments to prevent delays while

Qualifications

• Requires high school diploma or equivalent; completion of an accredited medical assisting program preferred.
• Current BLS certification required; CMA/RMA experience preferred.

Responsibilities

• Conduct targeted rounding to optimize care plans and dispositioning.
• Establish rapport with patients and families to learn priorities and communicate findings to the team.
• Respond to complaints and concerns and escalate issues to appropriate staff.
• Coordinate with departments to resolve service delays and inform patients/families of delays.

Skills

Patient communication

Empathy

Customer service

Team collaboration

Education

High school diploma or equivalent

Accredited medical assisting program

Tools

AMT/CCMA certs

BLS certification

AAMA/NHA/NCCT certifications

Job description

Job Description Summary

The Patient Experience Liaison works with patients and their families to address concerns or special needs that may arise during their course of treatment within the hospital setting. This Patient Experience Liaison works directly with various members of the healthcare team, hospital departments, and administration to solve problems that patients & families may have with the goal of facilitating a positive patient experience during their time in the organization. The Patient Experience Liaison acts as an intermediary between hospital departments and the patient/family to bring about the most effective healthcare treatment and positive hospital experience.

Job Description Summary

The Patient Experience Liaison works with patients and their families to address concerns or special needs that may arise during their course of treatment within the hospital setting. This Patient Experience Liaison works directly with various members of the healthcare team, hospital departments, and administration to solve problems that patients & families may have with the goal of facilitating a positive patient experience during their time in the organization. The Patient Experience Liaison acts as an intermediary between hospital departments and the patient/family to bring about the most effective healthcare treatment and positive hospital experience.

Entity

Medical University Hospital Authority (MUHA)

Worker Type

Employee

Worker Sub-Type

Regular

Cost Center

CC000888 COL - Nursing Administration (NMC)

Pay Rate Type

Hourly

Pay Grade

Health-22

Scheduled Weekly Hours

40

Job Description

Duties include but not limited to:

• Conducts effective, targeted rounding to optimize care plan and dispositioning based on patient care needs for reduction of length of stay hours and expeditious placement when admitted.
• Establishes a rapport with the patient and family to learn what is the most important to them in their hospital experience and their preferences. Communicates findings to the appropriate healthcare team members.
• Responds to complaints and concerns and communicates identified issues to appropriate staff. Within capabilities of their scope
• Works with individuals or departments to limit or resolve delays in service and communicates delays to patients and families.
• Uses findings from analysis of trends to advise individuals and departments to develop appropriate service action plans.
• Triages issues to management to ensure better service to our customers.
• Achieves department/organization outcomes:
• Interacts with patients/families/customers and utilizes feedback to improve and reinforce satisfaction.
• Meets department/organization experience goals.
• Identifies and implements systems and processes within the department to improve communication that optimizes care, outcomes and experience.
• Augments department/organization quality goals through advocacy for patient self-determination.
• Assess patient or family questions and concerns and develops a plan to address needs. Communicates information to appropriate person(s) in appropriate time frames to meet patient or family questions, concerns, and/or expectations (Validation through feedback from supervisors, peers, personal knowledge, or family interview regarding the work performance).
• Initiates escalation of patient or family concerns as appropriate. Patient updates in timely manner, even if there is no update to give but lets the patient and family know that they have not been forgotten
• Need to have a positive and engaging attitude
• 24–48 Hour Post-Discharge Follow-Up (With the understanding that any OFI should be addressed prior to patient or family leaving the premises)

Required Minimum Training and Education: High

school diploma or equivalent. Completion of an accredited medical assisting program with one year of patient care experience preferred.

Required Licensure, Certifications, Registrations:

Must be certified through American Medical Technologist (AMT), American Association of Medical Assistants (AAMA), National Healthcareer Association (NHA), National Association of Healthcare Professionals (NAHP), Medical Career Assessments (MedCA), Certified Clinical Medical Assistant (CCMA), or National Center for Competency Testing (NCCT). Current BLS required.

Physical Requirements:

Continuous requirements are to perform job functions while standing, walking and sitting. Ability to bend at the waist, kneel, climb stairs, reach in all directions, fully use both hands and legs, possess good finger dexterity, perform repetitive motions with hands/wrists/elbows and shoulders, reach in all directions. Ability to be qualified physically for respirator use, initially and as required. Maintain 20/40 vision corrected, see and recognize objects close at hand and at a distance, work in a latex safe environment and work indoors. Frequently lift, lower, push and pull and/or carry objects weighing 50 lbs (+/-) unassisted, exert up to 50 lbs of force, lift from 36” to overhead 25 lbs. Infrequently work in dusty areas and confined/cramped spaces.

Additional Job Description

High school diploma or equivalent. Completion of an accredited medical assistant program with six months of CMA/RMA experience required. Must be certified through the American Medical Technologist (AMT) or American Association of Medical Assistants (AAMA) or National Health career Association (NHA) or MedCA as a Certified Clinical Medical Assistant (CCMA), Certified Medical Assistant (CMA), National Association for Health Professionals (NAHP), or National Center for Competency Testing (NCCT). Current American Heart Association (AHA) Basic Life Support (BLS) certification or American Red Cross BLS for Healthcare Providers certification is required.

If you like working with energetic enthusiastic individuals, you will enjoy your career with us!

The Medical University of South Carolina is an Equal Opportunity Employer. MUSC does not discriminate on the basis of race, color, religion or belief, age, sex, national origin, gender identity, sexual orientation, disability, protected veteran status, family or parental status, or any other status protected by state laws and/or federal regulations. All qualified applicants are encouraged to apply and will receive consideration for employment based upon applicable qualifications, merit and business need.

Medical University of South Carolina participates in the federal E-Verify program to confirm the identity and employment authorization of all newly hired employees. For further information about the E-Verify program, please click here: http://www.uscis.gov/e-verify/employees