Service Excellence Liaison - FT (8:00am-4:00pm) OMC

Atlantic Health Overlook Medical Center is seeking a Full-Time Service Excellence Liaison for the Patient Experience Department.

Required hours are:

8:00AM - 4:00PM (Monday thru Friday).

Starting Rate:

$20.05/hr .

Essential Functions/Responsibilities:

Patient Rounding & Engagement Conduct daily inpatient rounds using the Huron platform or designated tools. Prioritize rounding on newly admitted patients, patients nearing discharge, or those with unresolved issues. Introduce self, explain the liaison role, and ask structured experience-based questions to assess satisfaction and address needs. Provide comfort items (e.g., tissues, blankets, reading materials) and coordinate additional support as needed. Document each encounter in real time, noting concerns, compliments, and follow-up required. Real-Time Service Recovery Address minor, non-clinical issues independently (e.g., comfort items, communication delays). Use critical thinking and a standardized responsibility matrix to escalate concerns to Patient Experience, Patient Relations, or Risk. Follow up on open items and ensure resolution is communicated to the patient or family. Act as a liaison between departments (e.g., Food Services, Plant Engineering, Environmental Services) to resolve service-related concerns. Discharge Experience Visit patients nearing discharge to confirm needs are met and prepare them for survey participation. Ensure patients have the information and support they need to leave the hospital with confidence. Encourage patients/families to share feedback on their experience through formal, post-discharge surveys. Escort discharged patients when appropriate and reinforce appreciation of their feedback on their experience through formal, post-discharge surveys. Collaboration, Communication & Culture Partner closely with nursing, unit leaders, and clinical staff to support a unified, patient-centered approach. Maintain ongoing communication with the Patient Experience team, reporting themes and unresolved concerns. Support unit-based recognition efforts by capturing staff compliments and facilitating celebrations or thank-you notes. Participate in unit huddles, interdisciplinary meetings, and Patient Experience committees as needed

Qualifications/Requirements:

High School Diploma or GED/equivalent required. To provide a safe environment to our patients, we require that all candidates must be able to read, write and speak English. Must be able to bend/lift/push/pull at least 50lbs (including pushing wheelchairs). Must be able to be on your feet for an extended period of time. Frequent walking, standing, and bedside interaction required. Proficient with documentation systems and mobile rounding tools (e.g., Huron, Epic, or CRM platforms). Strong communication and de-escalation skills. Demonstrated empathy, professionalism, and emotional intelligence. Able to navigate hospital units, maintain composure under pressure, and work both independently and collaboratively.

Relevant Experience:

2+ years in a customer service, hospitality, or patient-facing healthcare role strongly preferred. Experience with service recovery, patient advocacy, or real-time issue resolution strongly preferred.