Our Patient Exeperience Liason conducts daily rounding with patients to facilitate proactive listening with the patients.  Facilitates communication in an environment that can sometimes be high pressure, when patient files a complaint.  Reports complaint to staff involved and department manager.  Works as liaison with patient and staff to resolve the issues surrounding the customer’s complaint.  Follows up with communication to close loop with all involved and documents interaction.  Meets with Department Managers regularly to share trends of complaints and develop action plans for improvement opportunities.  Facilitates Customer Service training sessions.  Coordinates and presents Customer Service skills training.  Assists department manager to plan, implement and maintain effective practices.  Successfully complete the grievance process within the required timeframe.   

Schedule: Full-Time | 9:00 AM – 5:30 PM | Weekends: N/A

Education:

• High school diploma or equivalent required.

Associate Degree preferred.

Experience:

• Minimum of 3 years’ experience in hospital, customer service or related field required.

Supervisory, lead and/or training experience preferred.

Other Knowledge/Skills/Abilities:

• Excellent verbal skills required to be able to interact with patients and all levels of staff, including Physician, Leaders, Nursing staff and others.
• Excellent written skills required to be able to complete the required documentation and write well-crafted letters for each grievance.
• Aptitude to work with all patients, independently in changing environment, including high-pressure, sensitive situations.
• Shows compassion and listens to patient’s perspective while remaining calm and neutral.
• Ability to conduct self in manner consistent with the warm and caring image of Memorial Health.

• Conducts daily rounding with patients to be proactive in listening to the voice of the customer.

• Facilitates communication in a timely manner while patient is still in facility. Provides customer service when patient files a complaint or grievance.  This communication can happen in an environment that can be high pressure at times and deals with sensitive situations. 

• Conducts reviews into patient complaints, safety/quality/risk situations that come up while being responsible for multiple investigations. Patient complaints may be referred to Patient Experience by telephone, voice mail, e-mail or survey/letters so must be able to utilize all different means of communication to access patient complaints.
• Documents all complaints for trending purposes. Coordinate Trending for Customer Satisfaction/Quality Department.  Meets with department managers on a regular basis to share trends of complaints.  Develop action plans for improvement opportunities.

• Reports complaint to staff involved and department manager for additional review. Maintains a neutral stance while working with patient and staff member to resolve the issues surrounding the patient’s complaint.

• Works with appropriate parties to complete complaint review. This can include working with Human Resources, external stakeholders, senior leadership, Risk Management, Compliance and quality/safety leaders.

• Facilitates the grievances according to CMS Guidelines, including a 7-day letter, review and 30-day letter closing out the review within the 30 day required timeframe.

• Receives and responds to requests for information and/or additional services by patient/customers and/or family members in a timely manner.

• Performs any needed follow up communication to close out the review of the complaint and documents findings of all communications that took place.

• Determines what patient representative contacts need to be made.

• Coordinates and directs the following activities assuring that all are completed in a timely manner.

• Patient/Customer feedback service (includes satisfaction measurement system)
• Patient/Customer Advocacy/Liaison service

• Retrieve data from Sensor, Press Ganey, Sharepoint, and be able to analyze data to determine areas of improvement for MH with the goal of changing the patient experience to a positive outcome. Compiles data and makes recommendations for improvement changes.  Cascades this change out to the impacted staff.

• Assist System Director, Patient Experience in planning and implementing of select Customer Service activities.

• Assists department manager to plan and implement methods to support effective practices and delete ineffective practices.

• Coordinate Customer Service skills training for employees at Springfield Memorial Hospital.

• Maintain effective communication and good working relationship with department managers to:

• Informally monitor employee morale and response to Customer Service efforts
• Implement service improvements inter and intra departmentally
• Role model excellent Customer Service behaviors and Statement of Values mindset

• Assist other Patient Experience staff members to complete priority projects as necessary.

• Performs other related work as required or requested.