What are the responsibilities and job description for the Patient Experience Liaison position at Humboldt Park Health?
About Humboldt Park Health
As a community based hospital, Humboldt Park Health reinvests back into the community through programs to serve the poor and uninsured, manage chronic conditions like diabetes, health education and promote initiatives and outreach for the elderly. And we work hard every day to be a place of healing, caring and connection for patients and families in the community we call home.
From its start in 1894, Humboldt Park Health has been deeply committed to serving the Humboldt Park community. Humboldt Park Health is a 200-bed, acute care facility. We provide healthcare treatment that’s patient-centered and focused on quality of care, ranging from everyday care to treatment for your most critical needs.
Join a Team That Cares for You, Too
Caring for others starts with supporting the people who make it possible. We are committed to supporting our employees with meaningful benefits, retirement planning support, and opportunities for continued growth and development. Whether you are seeking a full-time, part-time, or PRN role, you’ll be part of a compassionate, team-oriented environment dedicated to caring for both our patients and our staff.
Full-Time Employees
Benefits may include:
- Comprehensive health coverage including medical, dental, and vision
- Employer-paid Life and AD&D Insurance
- Flexible Spending Account (FSA) options
- 403(b) retirement plan with employer match
- Paid Time Off (PTO) that increases with years of service
- Education reimbursement, subject to eligibility
- Employee wellness programs
- Additional voluntary benefits
Essential Duties and Responsibilities:
- Serves as primary contact for patients and families regarding questions, concerns, compliments, and service-related issues.
- Addresses and resolves patient complaints or grievances in a timely, professional, and compassionate manner.
- Maintains accurate records of patient interactions, concerns, and resolutions in a designated reporting system while identifying trends in patient feedback.
- Enhances and continually improves the overall experience of patients and families via ongoing and continuous evaluation of the patient experience through both direct and indirect patient interaction, collaborating across multiple departments
- Drives the optimal patient experience, including the behavioral changes necessary to achieve cultural transformation through the hospital.
- Instills a culture of service excellence, hospitality, ownership and results across the hospital.
- Utilizes coaching, best practices, and collaboration to improve service excellence.
- Identifies and presents key issues impacting the patient/family experience for leadership discussion and decision making which will include findings, barriers to success, and progress towards results.
- Serves as a subject matter expert for service excellence, maintaining an active understanding of current thinking and innovative interventions/programs in regards to patient experience.
- Maintains confidentiality and maintains compliance with HIPAA and hospital policies
Qualifications:
- 3-5 years of experience in similar role preferred
- Bachelor's Degree in Public Health or Health Administration preferred
- Bilingual English/Spanish preferred