Patient Experience Liaison

North Mississippi Health Services; Tupelo (MS); On-site; USD 50,000 - 70,000; Full time

Job summary

North Mississippi Health Services seeks a Patient Experience Liaison to advance patient-family centered care across the system. You will bridge patients, families, and clinical teams to resolve concerns, promote empathy, and foster accountability in service recovery.

In this role you will coordinate service initiatives, track experience metrics, educate patients, and participate in system-wide committees. Travel to facilities across the system is required.

Qualifications

• Experience in patient experience or service recovery.
• Strong communication and collaboration across departments.

Responsibilities

• 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 feedback within survey systems; ensure entry, escalation, and PHI/privacy compliance.
• Provide training to new leaders and ongoing training on how to interpret data 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 improvement plan development and execution.
• 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.
• Represent the Patient Experience department at sitewide orientations, onboarding programs, and organizational events.

Job description

Posting 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 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.

Job Functions

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.