PATIENT EXPERIENCE LIAISON

Brooke Glen Behavioral Hospital; Washington, Northern (Washington County, KY); Hybrid; USD 45,000 - 65,000; Full time

Job summary

Brooke Glen Behavioral Hospital in Fort Washington, PA seeks a Patient Experience Liaison to proactively engage with patients and families, addressing concerns early to prevent escalation. The role ensures clear communication between patients, staff and leadership, and supports service recovery aligned with the hospital's mission.

The position involves analyzing patient experience data, collaborating with departments for timely follow-up, and contributing to patient relations initiatives.

Qualifications

• Strong communication and interpersonal skills to engage with patients and staff.
• Empathy and advocacy for patients' needs and concerns.
• Experience in healthcare or customer service environments.
• Proficiency in conflict resolution and problem-solving.
• Knowledge of patient care standards and healthcare regulations.
• Familiarity with electronic health records (EHR) systems is a plus.

Responsibilities

• Work directly with patients and families to learn what matters most during the hospital stay.
• Act as intermediary to Hospital Administration, investigate concerns and communicate issues.
• Analyze patient experience data to identify trends and improvement opportunities.
• Maintain accountability reporting tools and input grievances for tracking.
• Perform other duties as assigned by the Director of Social Services.

Skills

Communication skills

Interpersonal skills

Empathy

Conflict resolution

Healthcare regulations

Customer service

Education

High School Diploma or equivalent

Bachelor’s degree in psychology or related field preferred

Tools

EHR familiarity

Job description

Responsibilities

Brooke Glen Behavioral Hospitalhas been providing psychiatric services to the Philadelphia area for more than 40-years. Located in Fort Washington, PA, our 146-bed facility provides a peaceful setting for those seeking treatment for mental illness. Brooke Glen offers unique and individualized programming for adolescents and adults that sets us apart from many other treatment facilities, and our tenured leadership team includes a seasoned nursing department.

Website: https://www.brookeglenhospital.com/

Position Summary

The Patient Experience Liaison builds rapport by engaging in proactive rounding and outreach and addressing concerns early to help prevent issues from escalating. This role facilitates communication between patients, visitors, hospital staff, and leadership, while investigating, documenting, and helping resolve complaints and service issues to support a positive patient experience throughout the hospital stay. The Patient Liaison collaborates with various departments to ensure timely follow-up, effective problem-solving, and compassionate service recovery, while also contributing to customer service and patient relations initiatives that align with the organization’s mission and goals. The Patient Experience Liaison actively participates in the development and implementation of customer service and patient relations initiatives related to the facility’s mission and goals. Performs other duties as assigned by the Director of Social Services

Patient Experience Liaison Job Responsibilities

• Work directly with patients without supervision. Establish a rapport with the patient and family to learn what is most important to them in their hospital experience and their preferences. Advocate for patient and family perspectives in decision making and service design.
• Acts as an intermediary to Hospital Administration on behalf of patients and their families. Responds to and investigates complaints and concerns and communicates identified issues to appropriate staff. Works with individuals or departments to limit or resolve delays in service and communicates delays to patients and families.
• Analyze patient experience data (ie net promoter score, patient satisfaction scores, google reviews) to identify trends, strengths and improvement opportunities. Provides summaries to CEO, QC and Board of Governors. Meets department/organization satisfaction goals. Uses findings from analysis of trends in complaints to mentor individuals and departments to develop appropriate service action plans.
• Manage accountability and sustainability reporting tools and systems. Input grievances into MIDAS for tracking purposes. Maintain physical copies of grievances and response letters.
• Performs other duties as assigned/required by this position.

Qualifications

EDUCATION, TRAINING AND EXPERIENCE

High School Diploma or equivalent required. Bachelor’s degree in psychology or related field preferred. 1-3 years of relevant experience in a health care environment; experience in a Psychiatric setting preferred.

Qualifications

• Strong communication and interpersonal skills to effectively engage with patients and healthcare staff.
• Ability to empathize and advocate for patients' needs and concerns.
• Experience in healthcare or customer service environments.
• Proficient in conflict resolution and problem-solving.
• Knowledge of patient care standards and healthcare regulations.
• Familiarity with electronic health records (EHR) systems is a plus.

About Universal Health Services

One of the nation’s largest and most respected providers of hospital and healthcare services, Universal Health Services, Inc. (UHS) has built an impressive record of achievement and performance. During the year, UHS was again recognized as one of the World’s Most Admired Companies by Fortune; and listed in Forbes ranking of America’s Largest Public Companies. Operating acute care hospitals, behavioral health facilities, outpatient facilities and ambulatory care access points, an insurance offering, a physician network and various related services located all over the U.S. States, Washington, D.C., Puerto Rico and the United Kingdom. www.uhs.com

EEO Statement

All UHS subsidiaries are committed to providing an environment of mutual respect where equal employment opportunities are available to all applicants and teammates. UHS subsidiaries are equal opportunity employers and as such, openly support and fully commit to recruitment, selection, placement, promotion and compensation of individuals without regard to race, color, religion, age, sex (including pregnancy, gender identity, and sexual orientation), genetic information, national origin, disability status, protected veteran status or any other characteristic protected by federal, state or local laws. We believe that diversity and inclusion among our teammates is critical to our success.