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Patient Experience Liaison - FT Days - Dayton LTACH

Company: Post Acute Medical
Location: Miamisburg
Posted on: January 16, 2022

Job Description:

Patient Experience LiaisonPAM Health is committed to providing exceptional experiences for our patients and their families. We are looking for someone who is passionate about helping us achieve our goals. Under the direct supervision of the facility CEO and guidance of the Corporate Vice President of Patient Experience, the Patient Experience Liaison will serve as a leader of Post Acute Medical initiatives designed to significantly improve the patient and family experience. This individual will also review and understand all related patient experience data in order to provide in-depth, proactive coaching and strategy to leadership and staff. In addition, the Patient Experience Liaison collaborates with various departments and leaders to support and promote our service excellence program, We Care.RESPONSIBILITIES Provide internal coaching and consulting to leadership and caregivers in order to drive patient experience improvement. Analyze all related data and conduct process confirmations in key service areas in order to identify and address current service performance gaps. Identify learning needs and assist in the design, implementation, and delivery of training interventions aimed at improving patient and family experience. Coach/train clinical leaders, non-clinical leaders and frontline caregivers on patient experience and service recovery best practices. Collaborate with hospital leadership to help to develop and implement employee engagement and recognition strategies. Collaborate with various departments to promote and foster a culture that aligns with our service excellence program, We Care. Round on patients and families regularly to ensure comfort, a safe and clean environment and to develop a relationship of trust. Mitigate complaints and ensure proper documentation into the appropriate reporting system by working closely with Director of Quality Management. Identify and follow through with patients who have special needs/requests or who require service recovery. Assist with facilitating personalized recreational activities for patients. Attend corporate patient experience committee and related vendor calls; collect and share best practices. Track/trend patient feedback to identify issues and opportunities. Complete reports and documentation to share with the appropriate stakeholders. Facilitate satisfaction surveys - discuss with patients and families and encourage survey participation and unbiased feedback. Conduct follow-up phone calls post discharge to collect additional feedback. Assist with capturing patient success stories. Manage and Yelp - reply/track/follow-up on reviews and assist with social media postings when needed; solicit positive reviews.Customer Service Consistently maintains the highest level of customer service by exemplifying We Care standards. Exhibit a positive and friendly attitude at all times. Taking pride in our work and the organization. Promotes the Mission and Vision of Post Acute Medical within the work environment and the community. Respects dignity and confidentiality by adherence to all applicable policies and procedures.QUALIFICATIONSEducation and Training: Minimum of High School Diploma or GED is required. Bachelors Degree is strongly preferred.Experience: Two years of experience working in healthcare or customer service setting is preferred.Knowledge, Skills, and Abilities: Ability to communicate effectively and professionally with patients, visitors, physicians and coworkers. Ability to follow policies and procedures and support organizational goals and values. Strong active listening and customer service skills. Can identify and resolve problems in a timely manner. Responds promptly to requests for service and assistance. Treats others with dignity and respect. Shows respect and sensitivity for cultural differences. Adapts to changes in the work environment. Good time management and organizational skills. Sets and achieves goals. Is familiar with Microsoft Office. Strives to continuously build knowledge and skills. Is passionate about patient experience and enjoy interacting with patients. Works well with others.ABOUT USPAM Health is committed to being the most trusted source for post-acute services in every community it serves by utilizing experienced and dedicated staff to provide high quality patient care and customer service. With over 44 Long Term Acute Care and Rehabilitation hospitals and 16 Outpatient Clinics currently in operation across the country, we are proud to offer services including comprehensive wound care, aquatic therapy, ventilator weaning, amputation treatment, pain management and much more.Joining our PAMily allows you to work in a collaborative environment with colleagues and leadership with exposure to a variety of patient care levels. Aside from our competitive pay, generous paid benefit time, and excellent insurance options, you will also have opportunities for professional growth through our Education Advancement Program.We are excited to learn more about you and hope that you consider joining us on a shared mission to improve the lives of others by being an integral part of our We Care Program. Please take a moment to visit us online for a comprehensive look at how we're able to positively impact our local communities.PAM Health does not discriminate and does not permit discrimination, including, without limitation, bullying, abuse or harassment, on the basis of actual or perceived race, color, religion, national origin, ancestry, age, gender, physical or mental disability, sexual orientation, gender identity or expression or HIV status, or based on association with another person on account of that person's actual or perceived race, color, religion, national origin, ancestry, age, gender, physical or mental disability, sexual orientation, gender identity or expression or HIV status.

Keywords: Post Acute Medical, Dayton , Patient Experience Liaison - FT Days - Dayton LTACH, Other , Miamisburg, Ohio

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