Patient Experience Liaison- 40hr

Under general supervision, represents and interprets the mission, policies, procedures and services of Connecticut Children's to patients and family members in support of Service Excellence and the overall Patient & Family Experience. Functions as a resource and a liaison between the patient, the hospital, medical practices and the community. The Patient Representative ensures patients' rights are respected; provides a channel for problem mediation and resolution; promotes the highest level of quality of care and the Patient & Family experience. Acts as an expert in complaint management, service excellence training, role modeling, service recovery and education.

Connecticut Children's is the only health system in Connecticut that is 100% dedicated to children. Established on a legacy that spans more than 100 years, Connecticut Children's offers personalized medical care in more than 30 pediatric specialties across Connecticut and in two other states. Our transformational growth establishes us as a destination for specialized medicine and enables us to reach more children in locations that are closer to home. Our breakthrough research, superior education and training, innovative community partnerships, and commitment to diversity, equity and inclusion provide a welcoming and inspiring environment for our patients, families and team members.

At Connecticut Children's, treating children isn't just our job - it's our passion. As a leading children's health system experiencing steady growth, we're excited to expand our team with exceptional team members who share our vision of transforming children's health and well-being as one team.

Connecticut Children's offers a comprehensive compensation and benefits package for eligible team members, including medical, dental and vision insurance, hospital paid life and disability coverage, paid time off and leave programs, education and training assistance, a retirement savings plan with hospital match, and an employment assistance program. Eligibility for certain benefits is based on scheduled hours worked. All team members are eligible to participate in the retirement savings plan, regardless of scheduled hours worked. Additional benefit information is available here.

Education and/or Experience Required:

• Bachelor's degree in business, human services and/or public relations preferred; or equivalent directly related work experiences. Minimum 2-4 years of directly related experience in a healthcare setting.
• Bilingual in English and Spanish, preferred.

Position Specific Job Education and/or Experience

• Experience managing patient complaints/grievances preferred.

License and/or Certification Required:

None.

Knowledge, Skills and Abilities Required:

Knowledge of:

• Understanding of operational policies/procedures and how to research and identify policies/procedures as appropriate. State/federal regulations, DPH, JC, HIPAA regulations and other regulatory agency standards and requirements pertaining to patient rights and the management of patient complaints and grievances.
• Knowledge of Press Ganey, specifically related to patient satisfaction surveying data and trends.

Skills:

• Intermediate to advanced end-user skills in Microsoft Windows operating system environment, Microsoft Office applications (Word, Excel), and basic understanding of database management.
• Excellent interpersonal and communication (both oral and written) skills.
• Excellent organizational skills with the ability to prioritize a multi-faceted workload.
• Skill in conflict resolution.
• Ability to facilitate educational content related to customer service, service recovery and the Patient & Family Experience.
• Bi-lingual (English and Spanish) speaking preferred.

Ability to:

• Communicate effectively with patients, families and all levels of hospital staff verbally and in writing.
• Continually demonstrate patience, tact while dealing effectively and sensitively with patients and others in highly stressed situations.
• Demonstrate service behaviors consistently to act as role model for others.
• Maintain confidential patient information.
• Work independently and formulate recommendations.
• Pay close attention to detail and accuracy to ensure compliance with Connecticut Children's policies and state/federal regulations.

Facilitates Program Awareness:

Collaborates with Connecticut Children's team members and providers to make patients/families aware of patient complaint management process.

Complaint Investigations & Resolution:

Receives and triages patient/family complaints/grievances in order for appropriate response to occur in keeping with regulatory and Connecticut Children's policies and guidelines. Manages complaints/grievances using our electronic occurrence/feedback management system. Investigates patient/family complaints and provides appropriate/timely response. Serves as an impartial liaison and facilitator between hospital departments/staff in order to ensure timely resolution of complaints. Maintains regular communication with patients/families and Connecticut Children's team members during the investigation and based on investigation results, formulates written response, when appropriate.

Hospital Liaison:

Serves as an impartial liaison and communicator for service recovery discussions involving patient/family members and Connecticut Children's team members, providers and leadership.

Follows up with appropriate unit and/or department leaders to ensure specifics of complaint are fully addressed.

Discovery & Recovery:

Proactively rounds on inpatient units, serving as a resource to patients, families and team members - thereby facilitating the discovery of issues relating to a patient's experience at Connecticut Children's. Follows-up with patients, families and/or staff to ensure agreed to resolutions have occurred. Provides real-time service recovery to patients/families and team members to promote a positive patient & family experience, while supporting team members.

Data Management & Recovery:

Tracks complaints and their resolutions in the complaint-tracking database. Generates reports and identifies trends using information available from the complaint-tracking database.

Successful completion of Crucial Conversations course.

Demonstrates knowledge of the age-related differences and needs of patients in appropriate, specific populations from neonate through adolescence and applies them to practice. Demonstrates cultural sensitivity in all interactions with patients/families.

Demonstrates support for the mission, values and goals of the organization through behaviors that are consistent with Connecticut Children's standards.

Performs other related responsibilities as assigned.

Facilitates Program Awareness:

Collaborates with Connecticut Children's team members and providers to make patients/families aware of patient complaint management process.

Complaint Investigations & Resolution:

Receives and triages patient/family complaints/grievances in order for appropriate response to occur in keeping with regulatory and Connecticut Children's policies and guidelines. Manages complaints/grievances using our electronic occurrence/feedback management system. Investigates patient/family complaints and provides appropriate/timely response. Serves as an impartial liaison and facilitator between hospital departments/staff in order to ensure timely resolution of complaints. Maintains regular communication with patients/families and Connecticut Children's team members during the investigation and based on investigation results, formulates written response, when appropriate.

Hospital Liaison:

Serves as an impartial liaison and communicator for service recovery discussions involving patient/family members and Connecticut Children's team members, providers and leadership.

Follows up with appropriate unit and/or department leaders to ensure specifics of complaint are fully addressed.

Discovery & Recovery:

Proactively rounds on inpatient units, serving as a resource to patients, families and team members - thereby facilitating the discovery of issues relating to a patient's experience at Connecticut Children's. Follows-up with patients, families and/or staff to ensure agreed to resolutions have occurred. Provides real-time service recovery to patients/families and team members to promote a positive patient & family experience, while supporting team members.

Data Management & Recovery:

Tracks complaints and their resolutions in the complaint-tracking database. Generates reports and identifies trends using information available from the complaint-tracking database.

Successful completion of Crucial Conversations course.

Demonstrates knowledge of the age-related differences and needs of patients in appropriate, specific populations from neonate through adolescence and applies them to practice. Demonstrates cultural sensitivity in all interactions with patients/families.

Demonstrates support for the mission, values and goals of the organization through behaviors that are consistent with Connecticut Children's standards.

Performs other related responsibilities as assigned.