Patient Experience Liaison

·    Conducts effective, targeted rounding to optimize care plan and dispositioning based on patient care needs for reduction of length of stay hours and expeditious placement when admitted.

·    Establishes a rapport with the patient and family to learn what is the most important to them in their hospital experience and their preferences. Communicates findings to the appropriate healthcare team members.

·    Responds to complaints and concerns and communicates identified issues to appropriate staff. Within capabilities of their scope

·    Works with individuals or departments to limit or resolve delays in service and communicates delays to patients and families.

·    Uses findings from analysis of trends to advise individuals and departments to develop appropriate service action plans.

·    Triages issues to management to ensure better service to our customers.

·    Achieves department/organization outcomes:

·    Interacts with patients/families/customers and utilizes feedback to improve and reinforce satisfaction.

·    Meets department/organization experience goals.

·    Identifies and implements systems and processes within the department to improve communication that optimizes care, outcomes and experience.

·    Augments department/organization quality goals through advocacy for patient self-determination.

·    Assesses patient or family questions and concerns and develops a plan to address needs. Communicates information to appropriate person(s) in appropriate time frames to meet patient or family questions, concerns, and/or expectations (Validation through feedback from supervisors, peers, personal knowledge, or family interview regarding the work performance).

·    Initiates escalation of patient or family concerns as appropriate. Patient updates in timely manner, even if there is no update to give but lets the patient and family know that they have not been forgotten

·    Need to have a positive and engaging attitude

·    24–48 Hour Post-Discharge Follow-Up (With the understanding that any OFI should be addressed prior to patient or family leaving the premises

Physical Requirements: Continuous requirements are to perform job functions while standing, walking and sitting. Ability to bend at the waist, kneel, climb stairs, reach in all directions, fully use both hands and legs, possess good finger dexterity, perform repetitive motions with hands/wrists/elbows and shoulders, reach in all directions. Ability to be qualified physically for respirator use, initially and as required.  Maintain 20/40 vision corrected, see and recognize objects close at hand and at a distance, work in a latex safe environment and work indoors.  Frequently lift, lower, push and pull and/or carry objects weighing 50 lbs (+/-) unassisted, exert up to 50 lbs of force, lift from 36” to overhead 25 lbs.   Infrequently work in dusty areas and confined/cramped spaces.

If you like working with energetic enthusiastic individuals, you will enjoy your career with us!

The Medical University of South Carolina is an Equal Opportunity Employer. MUSC does not discriminate on the basis of race, color, religion or belief, age, sex, national origin, gender identity, sexual orientation, disability, protected veteran status, family or parental status, or any other status protected by state laws and/or federal regulations. All qualified applicants are encouraged to apply and will receive consideration for employment based upon applicable qualifications, merit and business need.

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