Senior Patient Experience Liaison

University of Rochester; New York (NY); On-site; USD 32,000 - 44,000; Full time

Job summary

University of Rochester is seeking a Patient Experience Coordinator to address patient, family, and visitor concerns in assigned clinical areas. You will liaise with the care team to ensure clear communication, timely responses, and effective service recovery.

The role requires strong interpersonal skills, documentation, and adherence to patient rights and confidentiality. Hospital setting experience is preferred, with a commitment to a positive patient experience and cross-disciplinary

Qualifications

• Associate’s degree or equivalent and 3 years of progressively responsible customer service, patient relations, hospitality, healthcare support, or related experience.
• One year in a hospital or medical setting preferred.
• Excellent interpersonal, verbal, and written communication skills required.

Responsibilities

• Acts as the primary departmental resource for addressing patient, family, and visitor concerns within assigned clinical areas.
• Invests in effective communication between patients, families, visitors, and the healthcare team to resolve service concerns.
• Performs service recovery with empathy, documents resolutions, and escalates issues per policy.

Skills

Customer service

Conflict resolution

Communication

Documentation

CPI

Team collaboration

Education

Associate’s degree or equivalent

One year hospital setting preferred

Tools

Microsoft Office

Electronic documentation systems

Job description

University of Rochester is seeking a Patient Experience Coordinator to address patient, family, and visitor concerns in assigned clinical areas. You will liaise with the care team to ensure clear communication, timely responses, and effective service recovery.

The role requires strong interpersonal skills, documentation, and adherence to patient rights and confidentiality. Hospital setting experience is preferred, with a commitment to a positive patient experience and cross-disciplinary