The Patient Experience Liaison is responsible for ensuring that every person approaching the patient care unit is greeted, provides direction to desired location, including walking individuals to area, and visitors are offered assistance as appropriate in order to feel accepted and welcome. Patient Experience Liaison's round on patients with nursing leadership to ensure their patient experience is the very best. Must always promote excellent customer service skills that positively influence patient and family perceptions across the continuum of care.
EDUCATION: High School Diploma or equivalent.
SKILLS: Hospitable, sensitive to needs and feelings of others, passion for making people feel welcome. Enthusiasm and desire to assist others. Comfortable talking to and greeting visitors. Ability to give good directions regarding medical center facilities.
EXPERIENCE: Experience working with the public preferred.
NATURE OF SUPERVISION:
-Responsible to: Patient Experience Manager
-Bloodborne pathogen: A - Requires knowledge and practice of safety standards.
-Bloodborne pathogen: B -- If involved in clinical contact
PHYSICAL REQUIREMENTS: Required to speak, listen and communicate with a wide variety of people. Requires a very high level of customer service skills and has the ability to perform in a service recovery role in collaboration with nursing leadership. Requires moderate physical effort (lift or carry up to 25 pounds).