Patient Liason

Under the direction of nursing and/or administrative leadership, the Patient Liaison serves as a key connection between patients, families, and the healthcare organization. This role supports communication, addresses concerns or grievances, and collaborates with clinical and non-clinical teams to enhance the overall patient experience. The Patient Liaison promotes patient-centered care, trust, and service excellence while ensuring concerns are handled professionally, respectfully, and in alignment with organizational standards and regulatory requirements. Serve as a primary point of contact for patients and families regarding questions, concerns, compliments, and complaints Actively listen to patient and family concerns and facilitate timely resolution in collaboration with clinical leaders, providers, and support departments Educate patients and families on hospital processes, patient rights, and available resources Advocate for patients to ensure their needs, preferences, and concerns are addressed respectfully and appropriately Document patient interactions, concerns, and outcomes in accordance with organizational policies and regulatory requirements Assist with service recovery efforts, including follow-up communication and coordination of resolutions Collaborate with interdisciplinary teams to identify trends and opportunities for patient experience improvement Participate in patient rounding, meetings, or councils as assigned (e.g., Patient and Family Advisory Council) Support leadership with patient experience data collection, reporting, and feedback analysis Maintain confidentiality and professionalism in all interactions Promote a culture of service excellence and compassionate care throughout the organization