Patient Liaison Officer

Life Healthcare; East London; On-site; ZAR 200,000 - 300,000; Full time

Job summary

A leading healthcare provider in East London seeks a Patient Liaison Officer to enhance patient experiences in the emergency unit. The ideal candidate will have a clinical diploma and 3 years of relevant experience, demonstrating exceptional communication skills and a customer-focused approach. This role involves managing patient relations and ensuring compliance with care standards.

Qualifications

• Minimum of 3 years relevant experience in a customer or patient services environment.
• Previous experience in a healthcare environment advantageous.
• Valid Driver's license and own car essential.

Responsibilities

• Optimise patient experience in the emergency unit.
• Manage customer expectations and bed bookings/admissions.
• Communicate patient rights and responsibilities effectively.

Skills

Exceptional communication skills

Customer responsiveness

Problem-solving

Resilience

Education

NQF level 6 Diploma in clinical or customer service field

Tools

Computer proficiency

Job description

Overview

Function Administration Facility Position Patient Liaison Officer Introduction

A vacancy exists for a Customer Liaison Officer based at Life St Dominic’s Hospital, reporting to the Unit Manager, Emergency Unit, Luvokazi Dabula. The successful candidate will be responsible for optimising the patient experience, in particular in the emergency unit, by interpreting and communicating their patient rights and responsibilities as well as the hospital’s quality, care and patient experience principles to patients, their families and visitors in the hospital.

In addition, the suitable incumbent will be responsible for analysing complaints and compliments trends from the department to support the development of appropriate patient-centred service plans and patient journeys to create an ideal hospital experience for all patients based on patient preferences and requests.

Responsibilities

• Patient experience, customer focus and two-way communication
• Understands the hospital and patient environment in particular the emergency unit and triage system
• Visible in the emergency unit during peak periods to manage customer expectations and bed bookings / admissions
• Communicates information to the appropriate person(s) in proper time frames to meet patient, family or visitors’ questions, concerns, and expectations in an appropriate manner
• Achieves the department and hospital’s patient-centred outcomes by interacting with patients / families / customers and utilising feedback to improve and reinforce satisfaction
• Escalates issues to relevant departments to ensure better service to our patients / customers
• Assesses patient, family or visitors’ questions and concerns and develops a plan to address needs
• Incorporates key care, patient rights and responsibilities and quality concepts into communication with patients and family

Quality

• Utilizes PXM tools to improve patient and stakeholder experience.
• Meets the department and organisation’s customer-related quality goals.
• Initiates patient or family concern reports, as appropriate, when issues arise.
• Understands and practices patient care policies, procedures, and company values.
• Collaborates and cooperates with colleagues, peers, supervisors and other healthcare providers effectively and efficiently to improve the quality, effectiveness and efficiency of patient care.
• Analyses patient complaints and route cause in liaison with Quality Manager and assists in risk mitigation and action plans.
• Collects data about patient care problems, prepares reports, analyses trends, and reports information to appropriate departments for action.
• Addresses non-compliance or concerns raised with the relevant department in accordance with Life Healthcare protocols.
• Provides accurate and thorough reports to the hospital manager and nursing function.
• Assists with addressing training needs and professionalism of employees with the appropriate departments to improve customer satisfaction.

Administration

• As and when required.
• Adhoc requests as and when deemed necessary related to the patient experience environment.
• Works in conjunction with marketing representatives and patient services department for the development of required branded hospital collateral to support the patient journey.

Qualifications & Requirements

• A minimum of a NQF level 6 Diploma in a clinical field such as nursing / paramedic or allied healthcare field such as social work. Or customer service / certification in various aspects of customer liaison.
• A minimum of 3 year’s relevant experience in a customer or patient services environment.
• Must be able to demonstrate exceptional communication skills, both verbal and in writing.
• Previous experience in the healthcare environment advantageous
• Computer proficiency
• Valid Driver’s license and own car essential

Competencies

• Problem-solving and analysis
• Engaging diversity
• Outstanding oral and written communication and presentation skills
• Influencing
• Excellence orientation
• The capacity to work well under pressure and remain polite even when consumers are angry and unreasonable
• Excellent personal presentation
• Creative thinking to come up with new ways to improve patient experience
• Building relationships
• Customer responsiveness
• Organisational awareness
• Leading by example
• Motivating people
• Initiative
• Deadline driven

Personal Attributes

• Resilience
• Drive & energy
• Ethical behaviour