Senior Patient Experience & Service Excellence Lead

Bristol Hospital Group; Bristol (CT); On-site; USD 65,000 - 85,000; Full time

Job summary

Bristol Hospital and Health Care is seeking a senior liaison between patients, families, providers and leadership to ensure an exceptional patient experience while promoting patient-centered care. The role is full-time, days shift, based at the Bristol, CT campus.

You will conduct admission rounds, handle complex patient and family concerns with timely, compassionate resolutions, investigate complaints, educate patients about policies and resources, and collaborate with clinical leaders on

Qualifications

• Associates or Bachelor's degree preferred.
• 2–4 years in a healthcare facility in patient relations or related area.
• Strong conflict resolution, mediation and problem‑solving skills.
• Excellent verbal and written communication abilities.
• Experience handling sensitive and confidential patient information.
• Proficient with EHR and CRM systems.
• Knowledge of patient satisfaction metrics, quality improvement principles, and healthcare regulations.

Responsibilities

• Conduct admission rounding to be a point of contact for patient and family questions while at the hospital or using our services.
• Serve as the primary point of contact for complex patient and family concerns, ensuring timely and compassionate resolution.
• Investigate, document, and resolve patient complaints in accordance with organizational policies and regulatory standards.
• Build positive relationships with patients, families, physicians, nursing staff, and interdisciplinary teams to promote trust and satisfaction.
• Analyze patient feedback, satisfaction surveys, and service recovery trends to identify opportunities for quality improvement.
• Coordinate service recovery efforts and implement solutions that enhance the overall patient experience.
• Educate patients and families regarding hospital policies, procedures, patient rights, and available resources.
• Collaborate with clinical and administrative leadership to develop and implement patient experience initiatives.
• Maintain accurate documentation and prepare reports for leadership regarding patient concerns, resolutions, and performance metrics.
• Participate in quality improvement projects, committees, and accreditation readiness activities.
• Mentor and support junior customer relations staff while promoting a culture of service excellence.
• Ensure compliance with HIPAA, patient privacy regulations, and organizational standards.

Skills

Conflict resolution

Mediation

Problem solving

Verbal communication

Written communication

HIPAA compliance

EHR proficiency

CRM proficiency

Healthcare regulations

Patient privacy

Education

2 Year Degree

Tools

EHR systems

CRM systems

Job description

Bristol Hospital and Health Care is seeking a senior liaison between patients, families, providers and leadership to ensure an exceptional patient experience while promoting patient-centered care. The role is full-time, days shift, based at the Bristol, CT campus.

You will conduct admission rounds, handle complex patient and family concerns with timely, compassionate resolutions, investigate complaints, educate patients about policies and resources, and collaborate with clinical leaders on