Associate Patient & Customer Experience Liaison

The Associate Patient & Customer Experience Liaison plays a crucial role in maintaining effective communication between care providers, patients, and their families. This involves checking in with patients regularly, providing them with answers to non-clinical questions, and ensuring their comfort during their hospital visit. Additionally, they guide families through the hospital, interpret patient rights, and address any immediate concerns requiring attention from staff.

To qualify for the Associate Patient & Customer Experience Liaison position, candidates must possess a High School Diploma or an equivalent certification. While 0-1 years of relevant experience is required, a willing and compassionate attitude towards patient care is equally important.

The Associate Patient & Customer Experience Liaison supports patients and families by providing information about hospital services, addressing non-clinical inquiries, and ensuring comfort needs are met. Their proactive communication helps alleviate concerns during potentially stressful times, fostering a positive experience at the facility.

New hires for the Associate Patient & Customer Experience Liaison role can expect comprehensive training that focuses on effective communication techniques, understanding hospital protocols, and strategies for addressing patient comfort. This foundation ensures that they can confidently support patients and families from day one.

The work environment for the Associate Patient & Customer Experience Liaison in Forest Hills is dynamic and engaging, set within the heart of patient care. This position involves regular interaction with diverse patients and families, creating a supportive atmosphere while collaborating with healthcare professionals to enhance the overall patient experience.

In addressing a patient's concerns, first, I would listen attentively and empathize with their situation. It's essential to acknowledge their feelings. Then, I would provide accurate information or direct them to the appropriate staff who can assist further. Maintaining open communication is key to their comfort and satisfaction.

If a family member is upset about a delay, I would approach them with empathy, acknowledging their frustrations. I would provide them with honest updates about the situation and reassure them that I'm here to assist with any questions or needs they might have while they wait.

To maintain effective communication with patients, I would make regular rounds to check in with them, actively listen to their needs, and provide timely updates about their care. Being approachable and available fosters trust and encourages open dialogue.

In a previous role, I noticed a family member who seemed distressed. I approached them, learned of their concerns, and stayed with them while I assisted in finding the right resources. This not only calmed their fears but also built a rapport, which is vital in a healthcare setting.

Prioritizing tasks involves assessing urgency and impact. I would focus on immediate patient needs first, while ensuring to communicate with other staff to address ongoing concerns. Staying organized and flexible allows me to adapt to the dynamic hospital environment.

Empathy is fundamental in this role as it helps build connections with patients and families. By understanding and validating their feelings, I can provide the support they need during challenging times, enhancing their overall experience at the hospital.

To promote the Patient Bill of Rights, I would communicate its principles clearly and engage patients and families in discussions about their rights. Providing printed materials and being available to answer questions further empowers them to advocate for their care.

One of the most challenging aspects can be managing high-stress situations, especially in emergencies. However, maintaining a calm demeanor and focusing on delivering quality support makes it easier to navigate these challenges while helping others.

Effective teamwork involves clear communication and support. For instance, collaborating with nurses to ensure patient needs are met promptly enhances care. Sharing important information helps create a seamless experience for patients and families.

Communication is crucial as it lays the foundation for trust and understanding between patients, families, and care providers. Effective communication ensures that patients feel valued, informed, and reassured, which is critical in a healthcare environment.