Patient Experience Liaison

C002 Medical University Hospital Authority (MUHA); United States; On-site; USD 25,000 - 36,000; Full time

Job summary

The Patient Experience Liaison at Medical University Hospital Authority (MUHA) collaborates with patients, families and healthcare teams to resolve concerns and enhance the hospital experience. The role focuses on timely communication, issue escalation, and advocating for patient self-determination while supporting discharge planning and service improvements.

Required training includes a high school diploma or equivalent and accredited medical assisting education with relevant patient care

Qualifications

• High school diploma or equivalent.
• Completion of an accredited medical assisting program with one year of patient care experience preferred.
• Active certifications: AMT, AAMA, NHA, NAHP, MedCA, CCMA, NCCT; Current BLS required.

Responsibilities

• Provide patient and family support to address concerns and improve hospital experience.
• Engage with care teams to address issues and communicate timely updates.
• Respond to complaints and coordinate with staff to resolve delays in service.
• Assist in post-discharge follow-up and ensure patient satisfaction metrics are met.

Education

High school diploma or equivalent

Completion of accredited medical assisting program

AMT Certification

AAMA Certification

NHA Certification

NAHP Certification

MedCA Certification

CCMA Certification

NCCT Certification

BLS Certification

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. Entity Medical University Hospital Authority (MUHA) Worker Type Employee Worker Sub-Type Regular Cost Center CC001422 KER - Nursing Administration (KMC) Pay Rate Type Hourly Pay Grade Health-22 Scheduled Weekly Hours 40 Work Shift

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. Assesses 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

• American Medical Technologist (AMT)
• American Association of Medical Assistants (AAMA)
• National Health career Association (NHA)
• National Association of Healthcare Professionals (NAHP)
• Medical Career Assessments (MedCA)
• Certified Clinical Medical Assistant (CCMA)
• 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.

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

Thank you for wanting to be part of the Medical University of South Carolina team. Whether you want to teach the next generation of health care leaders, innovate new business models, discover the next breakthrough or provide patient care, there's a role for you that fuels your passion and takes advantage of your skills. There are career opportunities available in academics, research, hospital medicine, physician practices and support services, from patient billing to IT. As an applicant, you can search jobs for all MUSC entities as well as search by category and location.

MUSC attracts more than $250 million annually in research funding, making it the biggest magnet for biomedical, extramural research dollars of all institutions of higher learning in South Carolina.

The Clinical and Translational Science Award (CTSA) Program aims to advance clinical and translational science to increase the speed at which new treatments become available to patients.

MUSC Health, the clinical enterprise, operates a 750 bed medical center, which includes a nationally recognized Children's Hospital, the Ashley River Tower (cardiovascular, digestive disease, and surgical oncology), Hollings Cancer Center (one of fewer than 70 elite National Cancer Institute designated centers), a Level I Trauma Center and the Institute of Psychiatry. In addition, there are more than 100 outreach clinics, hospital/health system affiliations, and telehealth sites.

U.S. News & World Report placed us among the top one percent of all American hospitals, with 11 specialties in the top 50.

The MUSC Medical Center is also one of only three Magnet designated hospitals in South Carolina.