Patient Experience Liaison

About the position

The Patient Experience Liaison at Atlantic Health System serves as a key point of contact for patients and their families, ensuring a positive experience during their visit to Morristown Medical Center. This role involves addressing patient needs, resolving complaints, and facilitating communication between patients and healthcare staff. The liaison is responsible for enhancing patient care experiences and implementing systems to improve service efficiency.

Responsibilities

• Addresses and greets patients and visitors upon arrival and offers direction and assistance as required.
• Acts as a liaison for all patients and families.
• Utilizes skills to enhance the patient care experience for family members.
• Works collaboratively with team members, staff, and physicians.
• Analyzes and resolves complaints and concerns, communicating issues to appropriate staff.
• Minimizes service delays and communicates these to patients and families.
• Identifies and implements systems to increase efficiency and reduce costs while maintaining service quality.
• Provides data on patient care issues, maintains reports, analyzes trends, and forwards information to appropriate departments for action.
• Performs other related duties as assigned.

Requirements

• High School Diploma or GED equivalent required.
• Bachelor's degree in healthcare or relevant area preferred.
• Ability to read, write, and speak English fluently.
• Working knowledge of Microsoft Office required.
• Excellent time management skills and proactive self-starter attitude.

Nice-to-haves

• Excellent customer service experience preferred.
• Retail experience preferred.
• Knowledge of HCAHPS preferred.
• Bilingual preferred.
• Proficient with Epic preferred.
• Previous experience in caring for patients and families preferred.
• 2 years' experience in Healthcare, Customer Service, Hospitality or relevant area preferred.

Benefits

• Full-time employment with regular hours including alternating weekends.