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PATIENT AND FAMILY LIAISON I

City:  Montgomery
State:  OH
Job Requisition Number:  274453

PATIENT AND FAMILY LIAISON I: This position serves in a dual position, first, as a liaison between our patients and families and the organization. This will be measured by the Liaison’s collaboration with stakeholders across the organization to work toward the prevention and remediation of patient and/or family complaints and grievances and doing so in a timely and empathetic manner. The Liaison will make frequent rounds in the Emergency Department waiting room and care treatment area interacting with patients and observing the patient experience to ensure patient satisfaction and performing immediate service recovery when needs, concerns and/or problems with an aspect of the hospital services are indicated. The Liaison will be expected to employ the key principles of the TriHealth Way of Serving and “High Reliability? initiatives, strategies, processes and procedures while ensuring the protection of PHI in the daily operations of Service Excellence. The Liaison functions as a primary source of information regarding delays and patient flow, promotes a “guest first” culture through role modeling outstanding customer services skills and attitude, consults with Emergency Room Staff, physicians, and provides leadership on innovative approaches to providing an excellent patient experience and advocating patient rights. Additionally, this role rotates as an Intake Specialist specializing in the compassionate communicative intake of patient and family concerns to help build a system culture committed to our vision of improving the patient experience, patient centered care and a culture of respect. In this role, the Liaison receives, prioritizes, and triages information to the appropriate team members, as necessary, and documents issues and correspondence into the customer feedback database. MINIMUM

 

REQUIREMENTS:

EDUCATION: Associate's Degree or Diploma Business Basic Life Support (BLS) None

EXPERIENCE: 1-2 years Customer Service Healthcare None

SPECIALIZED KNOWLEDGE: •Proficient in MS Office applications (Word, Excel and Power Point).•Excellent verbal and written communication skills, backed up by strong organizational and time management capabilities. •Proven ability to work in a team environment..

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Job Title:  PATIENT AND FAMILY LIAISON I

Department Name:  NRTH SERVICE INSTITUTE

Location:  10550 Montgomery Road

Hourly/Salaried:  Hourly

Employment Status: Optional Position

Bi-Weekly Hours:0

Shift: Day Shift

Weekend Commitment:  No

Holiday Commitment:  Yes

On-Call Commitment:  No


Nearest Major Market: Cincinnati

Job Segment: Emergency Medicine, Hospice, Clinic, Palliative, Medical, Healthcare