Patient Experience Liaison

Brooke Glen Behavioral Hospital has been providing psychiatric services to the Philadelphia area for more than 40-years. Located in Fort Washington, PA, our 146-bed facility provides a peaceful setting for those seeking treatment for mental illness. Brooke Glen offers unique and individualized programming for adolescents and adults that sets us apart from many other treatment facilities, and our tenured leadership team includes a seasoned nursing department.

Website: https://www.brookeglenhospital.com/

Position Summary

The Patient Experience Liaison investigates, resolves, documents and reports organization-specific patient and visitor complaints and concerns to leadership and staff. The Patient Experience Liaison works with patients and their families to address concerns or special needs that may arise during their course of treatment within the hospital setting. The Patient Experience Liaison collaborates directly with various members of the healthcare team, hospital departments, and administration to ensure resolution of concerns presented by patients, families, visitors or other representatives of the patient with the goal of facilitating a positive patient experience during their time in the organization. The Patient Experience Liaison actively participates in the development and implementation of customer service and patient relations initiatives related to the facility's mission and goals. The Patient Experience Liaison acts as an intermediary between hospital departments and the patient/family to bring out the most effective healthcare treatment and positive hospital experience

Patient Experience Liaison Job Responsibilities

• Serve as the primary point of contact for patients, addressing inquiries and concerns to enhance their experience.
• Collaborate with healthcare teams to ensure seamless communication and coordination of care.
• Gather patient feedback through surveys and direct interactions to identify areas for improvement.
• Educate patients about available services and resources, promoting engagement in their healthcare journey.
• Monitor patient satisfaction metrics and report findings to management for continuous improvement initiatives.
• Provides each discharge patient with the Google review information.
• Any other duties or responsibilities as determined by Hospital Administration to be necessary for the effective operation of the facility.

EDUCATION, TRAINING AND EXPERIENCE

High School Diploma or equivalent required. Bachelor's degree in psychology or related field preferred. 1-3 years of relevant experience in a health care environment; experience in a Psychiatric setting preferred.

Qualifications

• Strong communication and interpersonal skills to effectively engage with patients and healthcare staff.
• Ability to empathize and advocate for patients' needs and concerns.
• Experience in healthcare or customer service environments.
• Proficient in conflict resolution and problem-solving.
• Knowledge of patient care standards and healthcare regulations.
• Familiarity with electronic health records (EHR) systems is a plus.

About Universal Health Services

One of the nation's largest and most respected providers of hospital and healthcare services, Universal Health Services, Inc. (UHS) has built an impressive record of achievement and performance. During the year, UHS was again recognized as one of the World's Most Admired Companies by Fortune; and listed in Forbes ranking of America's Largest Public Companies. Operating acute care hospitals, behavioral health facilities, outpatient facilities and ambulatory care access points, an insurance offering, a physician network and various related services located all over the U.S. States, Washington, D.C., Puerto Rico and the United Kingdom. www.uhs.com

EEO Statement

All UHS subsidiaries are committed to providing an environment of mutual respect where equal employment opportunities are available to all applicants and teammates. UHS subsidiaries are equal opportunity employers and as such, openly support and fully commit to recruitment, selection, placement, promotion and compensation of individuals without regard to race, color, religion, age, sex (including pregnancy, gender identity, and sexual orientation), genetic information, national origin, disability status, protected veteran status or any other characteristic protected by federal, state or local laws. We believe that diversity and inclusion among our teammates is critical to our success.