Patient Experience Liaison I/II

County of Ventura; Ventura (CA); On-site; USD 32,000 - 42,000; Full time

Benefits offered by this job

Bilingual Incentive

Educational Incentive

Deferred Compensation

Health Plans

Flexible Spending Accounts

Pension Plan

Holidays

Job summary

County of Ventura seeks a Patient Experience Liaison to connect patients, visitors, hospital staff, security, and outpatient departments, facilitating smooth patient flow and timely communication. The role supports lobby information and check-in kiosks, directing visitors and addressing concerns to promote a positive patient experience.

Ideal candidates demonstrate strong customer service, empathy, and attention to detail in a fast-paced hospital setting, coordinating with various teams to

Qualifications

• The ideal candidate will have strong customer service and communication skills.
• Experience in a fast-paced hospital environment is preferred.
• Ability to coordinate with patients, visitors, staff, and security.
• Attention to detail and professional demeanor required.

Responsibilities

• Serve as primary liaison between lobby information, admitting staff, and outpatient departments.
• Oversee the check-in kiosks and ensure accurate patient registration.
• Direct patients and visitors and address concerns to maintain smooth throughput.
• Support patient access and denial management processes as needed.
• Assist with daily census reviews and monitoring delays affecting throughput.

Skills

Customer service

Communication

Education

Medical assistant training program certificate

Job description

THE POSITION

The Patient Experience Liaison serves as a key connection between patients, visitors, hospital staff, security personnel, and outpatient departments to support efficient patient flow, timely communication, and a positive patient experience. The Patient Experience Liaison supports lobby information services and patient check-in kiosks, providing directions and assistance, addressing patient and visitor concerns, coordinating safety and security matters, and managing the hospital subpoena intake process. The position also supports patient access and operational activities, including registration accuracy reviews, denial management, patient experience rounding, daily census reviews, and monitoring delays affecting patient throughput to help ensure timely and coordinated care.

Description

THE POSITION

The Patient Experience Liaison serves as a key connection between patients, visitors, hospital staff, security personnel, and outpatient departments to support efficient patient flow, timely communication, and a positive patient experience. The Patient Experience Liaison supports lobby information services and patient check-in kiosks, providing directions and assistance, addressing patient and visitor concerns, coordinating safety and security matters, and managing the hospital subpoena intake process. The position also supports patient access and operational activities, including registration accuracy reviews, denial management, patient experience rounding, daily census reviews, and monitoring delays affecting patient throughput to help ensure timely and coordinated care.

IDEAL CANDIDATE

The ideal candidate will have strong customer service and communication skills, with the ability to coordinate effectively with patients, visitors, hospital staff, security personnel, and outpatient departments in a fast-paced hospital environment. They will demonstrate sound judgment, professionalism, empathy, and attention to detail while managing competing priorities, addressing patient concerns, supporting patient flow, and resolving operational issues to promote a safe, organized, and positive patient experience.

PAYROLL TITLES and APPROXIMATE SALARIES

Medical Office Assistant I - $23.00 - $30.50 per hour

Medical Office Assistant II - $24.03 - $33.60 per hour

What We Offer

• Bilingual Incentive - Incumbents may be eligible for bilingual incentive depending upon operational needs and certification of skill.


• Educational Incentive - Incumbents may also be eligible for an educational incentive of 2.5% for completion of an associate degree, 3.5% for completion of a bachelor’s degree, or 5% for completion of a graduate degree for educational attainments not specifically required by the position.


• Deferred Compensation - Eligible to participate in the County's 401(k) Shared Savings Plan and/or the Section 457 Plan.


• Health Plans - Full-time employees are afforded a flexible credit allowance for purchasing medical, dental, and/or vision insurance from a group of authorized plans.


• Flexible Spending Accounts - Choice of participation in the Flexible Spending Accounts which increase spending power through reimbursement of pre-tax dollars for IRS approved dependent care and health care expenses.


• Pension Plan - Both the County and employees contribute to the County's Retirement Plan and to Social Security. If eligible, reciprocity may be established with other public retirement systems, such as PERS.


• Holidays - 13 paid days per year which includes a scheduled floating holiday.

VETERAN’S POINTS:

This is a trainee/entry level classification (Level I/II), and Veteran’s Points may apply to eligible candidates. Documentation of military service (DD-214) must be submitted prior to close of recruitment in order to receive points.

AGENCY/DEPARTMENT:

Health Care Agency – Ventura County Medical Center (VCMC)

Medical Office Assistant I/II are represented by the Services Employees International Union (SEIU) and are eligible for overtime compensation.

The eligible list established from this recruitment will be used to fill current and future Regular (including Temporary and Fixed-term), Intermittent, and Extra-help vacancies for this or similar positions only.

There is currently one (1) Regular vacancy.

TENTATIVE SCHEDULE

OPENING DATE: November 3, 2026

CLOSING DATE: November 10, 2026 at 5:00 p.m.

Examples Of Duties

• Serves as the primary point of contact and liaison between the lobby information desk, lobby desk security, admitting staff, and outpatient departments to facilitate seamless communication and coordination;


• Oversees the operation of the QLess kiosk and lab kiosk to ensure smooth patient check-in, registration, and new user profile creation;


• Receives and coordinates patients, vendors, law enforcement, and other visitors in accordance with hospital policy;


• Ensures a safe environment for patients and visitors by promptly and effectively informing security personnel of any safety concerns or incidents within the lobby area;


• Manages patient flow by guiding patients to their designated outpatient procedures and departments, ensuring they arrive on time and are well-informed throughout their visit;


• Elevates the patient experience by demonstrating empathy, professionalism, and responsiveness, addressing patient questions and concerns with patience and compassion;


• Maintains a clean, organized, and welcoming lobby environment by ensuring restrooms and common areas are kept clean and organized;


• Ensures informational material and signage are current and accessible;


• Supports the hospital subpoena intake process by managing undeliverable subpoenas, directing subpoenas to their appropriate departments, and working with process server companies to ensure compliance with the County’s rules and regulations;


• Coordinates communication between the House Supervisor and Auxiliary Director to address challenges related to patient visitation policies;


• Addresses and documents patient and visitor concerns, resolves complaints when possible, and escalates issues to appropriate staff for follow-up and resolution;


• Assists with Registration Accuracy Reviews and Patient Access Denial Management;


• Assists with patient experience rounding for patients awaiting inpatient admission in the Emergency Department, helping identify and address concerns related to wait times;


• Assists with IP and ED daily Census reviews;


• Proactively communicates with outpatient departments and admitting to identify and report any delays or issues impacting patient throughput, enabling timely resolution and minimizing patient wait times; and


• Performs other related duties as required.

Typical Qualifications

EDUCATION, TRAINING, and EXPERIENCE

Medical Office Assistant I: Some clerical experience in a medical service delivery area which has led to the acquisition of the required knowledge, skills, and abilities. The required knowledge, skills, and abilities also can be obtained by:

• Six (6) months of paid and/or volunteer clerical experience in a medical or mental health service delivery office environment in a job that required knowledge and use of medical terminology and procedures OR


• A certificate from an approved medical assistant training program (Watterson, Bryman, Adult Education, Center for Employment Training, Ventura College, Oxnard College, etc.). The certificate must be provided to the appointing authority at the time of appointment

Medical Office Assistant II:Considerable clerical experience in a medical service delivery area which has led to the acquisition of the required knowledge, skills, and abilities. The required knowledge, skills, and abilities also can be obtained by:

• One (1) year of clerical experience and/or training in clerical occupational fields which included six (6) months of experience in a medical or mental health office environment that required knowledge and use of medical terminology and procedures

Necessary Special Requirements

• Considerable experience in a fast-paced, high volume customer service environment


• Must be willing and able to work early mornings, night shifts, and weekends when needed


• Must be willing and able to work at the Santa Paula Hospital, on occasion

DESIRED

• Experience with the registration of patrons, customers, clients, or guests

KNOWLEDGE, SKILLS, And ABILITIES

Working (Level I) to considerable (Level II) knowledge of: customer service principles and practices for assisting patients, visitors, vendors, and other members of the public in a hospital setting; the operations, procedures, and practices used in support of a hospital; office procedures and practices related to document handling, recordkeeping, data entry, and information management; correct English usage, spelling, grammar, and punctuation; strong interpersonal skills; strong verbal communication skills; procedures for receiving, routing, and tracking subpoenas and other legal documents; and patient registration, patient access, admission processes, and hospital census procedures.

Working (Level I) or considerable (Level II) skill in: providing courteous, professional, and empathetic customer service to individuals from diverse backgrounds; using computer applications, electronic kiosks, and other automated systems to support patient check-in, registration, and information management; and maintaining accurate records.

Working (Level I) to considerable (Level II) ability to: perform and coordinate moderately difficult and responsible clerical work with little or no direct supervision; extract information from a variety of sources; operate a variety of automated office equipment; accurately perform and proof the transfer of information from one document to another, comparing the data from two or more sources for accuracy and completeness; interpret and follow established policies, procedures, and regulatory requirements; understand, follow, and convey written and verbal information/instructions; and establish and maintain cooperative working relationships.

Working Conditions

This position involves heavy public contact in a hospital environment and will require walking and standing for up to 50% of a shift.

EQUAL EMPLOYMENT OPPORTUNITY

The County of Ventura is an equal opportunity employer to all, regardless of age, ancestry, color, disability (mental and physical), exercising the right to family care and medical leave, gender, gender expression, gender identity, genetic information, marital status, medical condition, military or veteran status, national origin, political affiliation, race, religious creed, sex (includes pregnancy, childbirth, breastfeeding and related medical conditions), and sexual orientation.