Description

Description The Patient Assistance Liaison investigates, resolves, documents and reports patient and visitor compliments and concerns to leadership and staff. This individual participates in the development and implementation of customer service and patient relations initiatives related to his/her assigned department. Provides monthly accountability and analysis of customer service outcomes to department management. Responsibilities Provides direct support to patients and their families, meets/greets families, offers comfort and reassurances, listens and reports the needs and concerns to appropriate professionals. Assists with daily impromptu questions and problems. Develops a consultant relationship with other departments to build and sustain a patient/customer-focused culture. Assists with customer service training for staff. May participate on committees, work groups, and/or process improvement teams that improve patient/customer satisfaction. May provide amenities including arranging overnight accommodations, providing parking and meal passes as appropriate, and providing information about department services to patients and their families; generally, works to make any waiting times easier. Facilitates resolution of complaints/grievances/requests for patients and ...