Senior Patient Experience Liaison

University of Rochester; Issaquah (WA); On-site; USD 3,239,000 - 4,373,000; Full time

Job summary

The University of Rochester seeks a Patient Experience professional to serve as the primary contact for patients, families and visitors. You will collaborate with the care team to resolve concerns, support service recovery, and promote a positive experience in a fast-paced clinical environment.

This full-time role requires strong communication, empathy, and judgment. You will conduct rounds, document resolutions, and coordinate with multiple departments to enhance patient satisfaction while

Qualifications

• Associate's degree or equivalent with 3 years of progressive customer service or related experience.
• Hospital or medical setting experience preferred.
• Excellent interpersonal, verbal, and written communication.

Responsibilities

• Serve as the primary departmental resource for addressing patient, family, and visitor concerns.
• Act as liaison between patients, families, visitors, and care team to improve experience.
• Manage complex service issues with diplomacy and documentation.
• Provide operational support to clinical staff and assist with non-clinical needs.
• Collaborate with nursing, social work, security and other departments to resolve concerns.
• Conduct routine rounds to identify service concerns and provide updates.

Skills

Customer service

Communication skills

Conflict resolution

Empathy

Education

Associate's degree

Job description

The University of Rochester seeks a Patient Experience professional to serve as the primary contact for patients, families and visitors. You will collaborate with the care team to resolve concerns, support service recovery, and promote a positive experience in a fast-paced clinical environment.

This full-time role requires strong communication, empathy, and judgment. You will conduct rounds, document resolutions, and coordinate with multiple departments to enhance patient satisfaction while