Patient Experience | Full-Time, Shifts Vary

Phelps Health is a 2000-employee-strong hospital and healthcare system serving the heart of small-town Missouri.

No matter where you start with us, we’re committed to taking our team to the top. If you’re ready for the challenge of providing life-saving care or supporting those who do, read on to find your fit in the Phelps Health family.

General Summary

• The Patient Experience Liaison serves as a link between patients, patients' relatives, visitors and Phelps Health; with a specific focus on the integration and coordination of communication to keep patients, families and visitors informed during their stay. The Patient Experience Liaison will identify, address, and follow-up on patient questions and concerns and as appropriate communicate patients' questions, complaints, problems and concerns to appropriate staff members and ensure timely follow-up.

Essential Duties and Responsibilities

• Keeps patients/visitors and families informed of delays.
• Takes responsibility for finding answers to questions from any customer, internal or external.
• Interacts within department and with other departments in a spirit of cooperation.
• Ensures that staff members are responsive to patient and family needs.
• Consistently rounds on patients/families/visitors to determine and address needs within scope of competency.
• Responds quickly to concerns voiced by patients/family members/visitors and notify appropriate staff members for follow-up.
• Follows the patient complaint/grievance process in the appropriate manner on a consistent basis.
• Visits patients in the Emergency Department and inpatient units as scheduled.
• Documents and completes discharge phone calls for the Inpatient Units when scheduled.

Education

• High School diploma or equivalent required.
• Associates Degree or 60 plus college credit hours or equivalent work experience required, Bachelor’s degree in human relations field (i.e. Psychology, Social Work, Education) highly preferred.

Work Experience

• One-two years of direct customer service/relations experience required, preferably in healthcare.

Certification/License

• Basic Life Support (BLS) certification through the American Heart Association.

Mental/Physical Requirements

• Considerable mental concentration. Ability to receive and express detailed information through oral and written communications. Excellent interpersonal and organizational skills. Approximately eighty percent of the time spent communicating with patients, families, visitors, employees, and physicians. Requires standing and walking for prolonged periods of time using appropriate body mechanics.

Working Conditions

• Ability to work in a fast paced environment, meeting multiple patient/visitor needs and the ability to set priorities. Interaction with various individuals of Phelps Health, physicians, patients, family members, and community. Potential exposure to communicable disease.

At Phelps Health, we think we have a better team, benefits, and opportunities for growth than anyone else around, and we invite you to see for yourself! Apply now to join us on our mission in health care.