Liaison - Patient Experience

Job description

At Memorial, we are dedicated to improving the health, well-being and, most of all, quality of life for the people entrusted to our care. An unwavering commitment to our service vision is what makes the difference. It is the foundation of The Memorial Experience.
Summary:
The Patient Experience Liaison delivers compassionate, high-touch support to patients, families, and visitors by providing wayfinding assistance, escort services, information, and real-time issue resolution. This frontline role enhances safety, reduces uncertainty, and elevates the overall patient experience by ensuring individuals feel welcomed, informed, and supported throughout their visit.
Responsibilities:
Facilitates navigation within the facility, including assisting with check‑in processes and digital self-service tools.Identifies and assists individuals requiring guidance, support, or service recovery interventions.Coordinates wheelchair and transport services to promote safe and efficient patient movement.Delivers exceptional customer service and resolves concerns to enhance the overall patient experience.Partners with Patient Experience, Registration, Security, and Clinical teams to address issues and improve service delivery.Observes and monitors public spaces for safety issues, cleanliness concerns, or accessibility barriers, escalating as necessary.Documents and communicates trends, barriers, and recurring concerns affecting the patient experience.Greets and assists patients, families, and visitors throughout hospital entrances and public areas.Provides wayfinding support and escort services to destinations throughout the facility.
Competencies:
ACCOUNTABILITY, CUSTOMER SERVICE, EFFECTIVE COMMUNICATION, ORGANIZATION SKILLS, PROBLEM SOLVING, PROFESSIONAL CREDIBILITY, RESPONDING TO CHANGE, STANDARDS OF BEHAVIOR, TEAM WORK
Education and Certification Requirements:
Associates
Additional Job Information:
Responsibilities
• Greets and assists patients, families, and visitors throughout hospital entrances and public areas.
• Provides wayfinding support and escort services to destinations throughout the facility.
• Facilitates navigation within the facility, including assisting with check‑in processes and digital self-service tools.
• Identifies and assists individuals requiring guidance, support, or service recovery interventions.
• Coordinates wheelchair and transport services to promote safe and efficient patient movement.
• Delivers exceptional customer service and resolves concerns to enhance the overall patient experience.
• Partners with Patient Experience, Registration, Security, and Clinical teams to address issues and improve service delivery.
• Observes and monitors public spaces for safety issues, cleanliness concerns, or accessibility barriers, escalating as necessary.
• Documents and communicates trends, barriers, and recurring concerns affecting the patient experience.

Qualifications
• Associates in a related field Required
• 2+ Years of experience in customer service, hospitality or a related field Required
• Experience in a hospital or healthcare setting Preferred

Complexity of Work
• Bilingual proficiency in English and Spanish preferred.
• Knowledge of conflict resolution techniques and customer service best practices.
• Working knowledge of medical terminology and healthcare environments.
• Demonstrated empathy, compassion, and a patient-centered approach to service.
• Commitment to delivering exceptional customer service and enhancing the overall patient experience.
• Sound active listening skills with the ability to assess needs and respond appropriately.
• Sound verbal and written communication skills, with the ability to effectively engage diverse populations.
• Demonstrated ability to de-escalate challenging situations and resolve conflicts.
• Ability to maintain professionalism and composure in a fast-paced environment.
• Professional presence with the ability to foster trust and positive interactions.

Working Conditions and Physical Requirements:
Shift:
Disclaimer: This job description is not intended, nor should it be construed to be an exhaustive list of all responsibilities, skills, efforts or working conditions associated with the job. It is intended to indicate the general nature and level of work performed by employees within this classification.
Wages shown on independent job boards reflect market averages, not specific to any employer. We encourage candidates to talk to their Memorial Healthcare System recruiter to discuss actual pay rates, during the hiring process.
Memorial Healthcare System is proud to be an equal opportunity employer committed to workplace diversity.
Memorial Healthcare System recruits, hires and promotes qualified candidates for employment opportunities without regard to race, color, age, religion, gender, sexual orientation, national origin, veteran status, disability, genetic information, or any factor prohibited by law.
We are proud to offer Veteran’s Preference to former military, reservists and military spouses (including widows and widowers). You must indicate your status on your application to take advantage of this program.
Employment is subject to post offer, pre-placement assessment, including drug testing.
If you need reasonable accommodation during the application process, please call 954-276-8340 (M-F, 8am-5pm) or email [email protected]