November 5, 2024

University Hospitals

Cleveland

Patient Experience Liaison

Description
A Brief Overview
To improve the patient care experience through attention to personal needs identified by the patient. To provide information and assistance to the patient and family in order to assist them in navigating through the health care environment. To facilitate and enhance the connection between patient and family, and to provide an overall supportive presence to both the patient and the care environment.
**This position is for Seidman 3.**

What You Will Do

Responsible for providing the highest level of experience in the care setting by acting as a comforting and interactive presence for the patients. This could include but is not limited to: active listening, casual conversations, assisting with basic tasks, and providing / supporting hands- on diversional activities
Responsible for daily and continuous patient rounding, and communicating any immediate needs to the nursing staff when necessary.
Assist with i Pad utilization for patient and family virtual visits / interactions.
Liaison for patient’s family to provide updates using consistent communication template. Answer any questions that the patient’s family may have: in real time if able, or escalate and ensure loop closure on any questions that require follow up. Ensure that up to date contact information for the patient’s loved one is readily available for caregivers.
New patient orientation to room. Explanation of call light, television controls, bathroom, refrigerator if available in room, storage of personal items, check if any personal care items needed.
Serves as a liaison between not only the patient and their family, but the patients and the staff as well.

Additional Responsibilities

Performs other duties as assigned.
Complies with all policies and standards.
For specific duties and responsibilities, refer to documentation provided by the department during orientation.
Must abide by all requirements to safely and securely maintain Protected Health Information (PHI) for our patients. Annual training, the UH Code of Conduct and UH policies and procedures are in place to address appropriate use of PHI in the workplace.

Qualifications
Education Qualifications

High School Equivalent / GED (Required)
Associate's Degree in Communication, Hospitality, Psychology, Sociology, or Healthcare related field (Preferred)

Experience Qualifications

1+ years of customer or patient interaction experience (Required)

Skills and Abilities

Excellent verbal and written communication skills. (Required proficiency)
Demonstrate excellent interpersonal skills to interact effectively and efficiently with patients, families, and all members of the multi-disciplinary team. (Required proficiency)
Ability to empathize with patients and families, as well as maintaining therapeutic boundaries and provide an empathetic relationship. (Required proficiency)