Phelps Health
Lead Patient Experience Liaison
Phelps Health is a 2000-employee-strong hospital and healthcare system serving the heart of small-town Missouri. No matter where you start with us, we're committed to taking our team to the top. If you're ready for the challenge of providing life-saving care or supporting those who do, read on to find your fit in the Phelps Health family. General Summary
The Lead Patient Experience Liaison trains other Patient Experience Liaisons and serves as a link between patients, patients' relatives, visitors and Phelps Health. Essential Duties and Responsibilities
Provides oversight for Patient Experience Liaison team, including: monitoring for consistent patient/visitor rounding, insightful discharge calls, accuracy with complaints/grievances intake and routing, and escalation of issues as needed. Conducts patient/visitor rounding, discharge calls, and complaint and grievance intake. Ensures that staff members are responsive to patient and family needs. Trains all new Patient Experience Liaisons and keeps information up to date in the Training Manual. Tracks and reports on department data such as patient/visitor rounding, discharge calls and lost and found. Follows the patient complaint/grievance process to ensure consistency including: daily monitoring for proper classification, initial/resolution letters, work done on file, and grievance committee file. Takes responsibility for finding answers to questions from customers, internal or external. Plans, initiates, manages, and executes projects, initiatives, and administrative tasks as assigned by the patient experience director and patient experience coordinators. Manages lost and found process to include ensuring proper logging and storage of items, timely pick-up from nursing units, documenting any issues/barriers encounters with items or staff, contacting patients, proper disposal of items, closing of files in RL Datix, and ensuring proper procedures are followed in accordance with Phelps Health Policy. Identifies process improvement opportunities in the daily operation to maximize patient encounters, quality of interactions and inter-departmental collaboration and communication. Interacts within department and with other departments in a spirit of cooperation. Other duties as assigned. Education
High School diploma or equivalent required. Associate Degree or 60 plus college credit hours preferred. Work Experience
Minimum of two years of direct customer service/relations experience required, with at least 6 months of that experience in a healthcare environment. Mental/Physical Requirements
Potential exposure to bodily fluids, contagious disease, communicable disease, hostile persons, or other events/substances present in a clinic/hospital environment. Typical office, medical clinic, and hospital settings, with noise and distractions. Possible eye strain or other discomfort from use of computer screens. At Phelps Health, we think we have a better team, benefits, and opportunities for growth than anyone else around, and we invite you to see for yourself! Apply now to join us on our mission in health care.
Phelps Health is a 2000-employee-strong hospital and healthcare system serving the heart of small-town Missouri. No matter where you start with us, we're committed to taking our team to the top. If you're ready for the challenge of providing life-saving care or supporting those who do, read on to find your fit in the Phelps Health family. General Summary
The Lead Patient Experience Liaison trains other Patient Experience Liaisons and serves as a link between patients, patients' relatives, visitors and Phelps Health. Essential Duties and Responsibilities
Provides oversight for Patient Experience Liaison team, including: monitoring for consistent patient/visitor rounding, insightful discharge calls, accuracy with complaints/grievances intake and routing, and escalation of issues as needed. Conducts patient/visitor rounding, discharge calls, and complaint and grievance intake. Ensures that staff members are responsive to patient and family needs. Trains all new Patient Experience Liaisons and keeps information up to date in the Training Manual. Tracks and reports on department data such as patient/visitor rounding, discharge calls and lost and found. Follows the patient complaint/grievance process to ensure consistency including: daily monitoring for proper classification, initial/resolution letters, work done on file, and grievance committee file. Takes responsibility for finding answers to questions from customers, internal or external. Plans, initiates, manages, and executes projects, initiatives, and administrative tasks as assigned by the patient experience director and patient experience coordinators. Manages lost and found process to include ensuring proper logging and storage of items, timely pick-up from nursing units, documenting any issues/barriers encounters with items or staff, contacting patients, proper disposal of items, closing of files in RL Datix, and ensuring proper procedures are followed in accordance with Phelps Health Policy. Identifies process improvement opportunities in the daily operation to maximize patient encounters, quality of interactions and inter-departmental collaboration and communication. Interacts within department and with other departments in a spirit of cooperation. Other duties as assigned. Education
High School diploma or equivalent required. Associate Degree or 60 plus college credit hours preferred. Work Experience
Minimum of two years of direct customer service/relations experience required, with at least 6 months of that experience in a healthcare environment. Mental/Physical Requirements
Potential exposure to bodily fluids, contagious disease, communicable disease, hostile persons, or other events/substances present in a clinic/hospital environment. Typical office, medical clinic, and hospital settings, with noise and distractions. Possible eye strain or other discomfort from use of computer screens. At Phelps Health, we think we have a better team, benefits, and opportunities for growth than anyone else around, and we invite you to see for yourself! Apply now to join us on our mission in health care.