Patient Liaison

Patient Liaison Job Responsibilities The Patient Liaison serves as a visible and accessible resource for patients and their families throughout their hospital experience. The Patient Liaison represents the expectations of Hospital Administration and is responsible for promoting a positive, compassionate, and patient-centered experience across various hospital units and departments. The Patient Liaison proactively rounds throughout the hospital, engages with patients and families, identifies and addresses non-clinical needs, facilitates communication, assists with service recovery, and identifies opportunities to improve the overall patient experience. The Liaison uses knowledge of hospital policies, procedures, services, and resources to assist patients and families and facilitate communication with the appropriate members of the care team. The Liaison listens with empathy and concern, acknowledges patient and family concerns, and ensures that concerns are taken seriously and appropriately addressed. The Patient Liaison will provide coverage across various units and hospital departments based on patient volume, operational needs, patient experience trends, and leadership direction. The Liaison will work collaboratively with nursing, physicians, ancillary departments, support services, and hospital leadership to promote a consistent and positive patient experience throughout the organization. When circumstances warrant, the Patient Liaison will promptly escalate significant concerns to the appropriate Nurse Manager, Clinical Director, Department Leader, Patient Representative, or other designated member of leadership. Schedule: Friday, 8:00 AM–6:00 PM; Saturday and Sunday, 8:00 AM–2:00 PM Qualifications: Familiarity with hospital operations, organizational structure, and the functions of various clinical and support departments. Ability to remain calm, professional, and reassuring when interacting with patients, families, and staff, particularly during stressful or sensitive situations. Ability to effectively interact and collaborate with patients, families, physicians, nursing staff, ancillary departments, support services, and hospital leadership. Demonstrated ability to convey genuine caring, compassion, and concern in all patient and family interactions. Exceptional listening, communication, and interpersonal skills, with the ability to interact respectfully and effectively with individuals from diverse cultural, social, and personal backgrounds. Ability to recognize patient and family needs or concerns that may require additional assistance and appropriately escalate matters to the appropriate department, leader, or member of the care team. Ability to exercise sound judgment, maintain professional boundaries, and determine when concerns require escalation or clinical intervention. Strong organizational skills with the ability to prioritize and manage multiple patient and family needs across various hospital units…