Patient Experience Liaison - Frontline Care Navigator

Memorial Healthcare System; United States; On-site; USD 35,000 - 55,000; Full time

Job summary

Memorial Healthcare System seeks a Patient Experience Liaison to deliver high-touch support to patients, families, and visitors. You will guide them with wayfinding, escorts, information, and real-time issue resolution to enhance safety and comfort throughout their visit.

This role collaborates with multiple teams to address concerns, improve service delivery, and monitor spaces for barriers to provide a welcoming, informed experience.

Qualifications

• Associates in a related field
• Required 2+ years of experience in customer service, hospitality or a related field
• Required experience in a hospital or healthcare setting
• Preferred bilingual proficiency in English and Spanish
• Preferred knowledge of conflict resolution techniques and customer service best practices
• Preferred working knowledge of medical terminology and healthcare environments
• Preferred demonstrated empathy and patient-centered approach to service
• Preferred commitment to delivering exceptional customer service and enhancing patient experience
• Preferred active listening and strong communication with diverse populations

Responsibilities

• Greet and assist patients, families, and visitors in hospital entrances and public areas
• Provide wayfinding support and escort services to destinations throughout the facility
• Assist with check-in processes and use digital self-service tools as needed
• Identify individuals needing guidance or service recovery interventions
• Coordinate wheelchair and transport services for safe patient movement
• Deliver exceptional customer service and resolve concerns to improve the patient experience
• Collaborate with Patient Experience, Registration, Security, and Clinical teams to address issues
• Monitor public spaces for safety, cleanliness, or accessibility issues and escalate as needed
• Document trends and recurring concerns affecting patient experience

Skills

Accountability

Customer service

Effective communication

Organization skills

Problem solving

Professional credibility

Responding to change

Standards of behavior

Teamwork

Education

Associates

Job description

Memorial Healthcare System seeks a Patient Experience Liaison to deliver high-touch support to patients, families, and visitors. You will guide them with wayfinding, escorts, information, and real-time issue resolution to enhance safety and comfort throughout their visit.

This role collaborates with multiple teams to address concerns, improve service delivery, and monitor spaces for barriers to provide a welcoming, informed experience.