Patient Experience Liaison (RN or LPN) in London

We are looking for an RN or LPN with acute care experience and a strong customer service background. The ideal candidate will have an understanding of medical terminology, effective communication skills, and the ability to clearly articulate thoughts and ideas. They should also demonstrate understanding and empathy when responding to others and be able to adjust their language or approach to meet the patient or family's needs.

The Patient Experience Liaison RN or LPN works with patients and their families to address concerns or special needs that may arise during their course of treatment within the hospital setting. This role involves working directly with various members of the healthcare team, hospital departments, and administration to solve problems that patients and families may have, with the goal of facilitating a positive patient experience.

The responsibilities include:

• Acting as an intermediary between hospital departments and the patient/family to ensure effective healthcare treatment and a positive hospital experience.
• Running and co-chairing the Patient Experience / Engagement Committee.
• Monitoring and distributing HCAHPS results frequently.
• Conducting effective, targeted rounding to optimise care plans based on patient care needs.
• Establishing rapport with patients and families to learn about their preferences and communicating findings to the healthcare team.
• Responding to and investigating complaints and concerns, and communicating identified issues to appropriate staff.
• Working with individuals or departments to limit or resolve delays in service.
• Interpreting philosophy, policies, procedures, and services to patients and their families.
• Educating healthcare professionals and employees on ways to humanise a patient's experience based on feedback.
• Using findings from analysis of trends in complaints to advise on developing appropriate service action plans.
• Triage issues to billing or risk management to ensure better service.
• Interacting with patients/families/customers and utilising feedback to improve satisfaction.
• Meeting department/organisation experience goals.
• Identifying and implementing systems and processes to improve communication and optimise care.
• Augmenting quality goals through advocacy for patient self-determination.
• Assessing patient or family questions and concerns and developing a plan to address needs.
• Communicating information to appropriate persons in a timely manner.
• Initiating escalation of patient or family concerns as appropriate.
• Consulting, collaborating, and cooperating with colleagues and other healthcare providers to improve communication.
• Providing input into opportunities for system improvements.
• Understanding and performing roles in emergency situations.
• Practicing regulatory agency standards and department policies/procedures.
• Meeting mandatory job requirements within established time frames.

Knowledge/Skills/Ability:

• Anticipates customer needs and responds appropriately.
• Treats others with compassion, fairness, courtesy, and respect.
• Seeks collaboration opportunities to achieve common goals.
• Displays pride in the organisation and takes personal responsibility for doing the right thing.
• Optimises the talents of self and others.
• Demonstrates exceptional communication and customer service skills.
• Can perform a variety of duties under stressful conditions while maintaining efficiency.

Experience:

• Minimum 5 years experience in a patient advocacy role in the acute care setting.
• Minimum 2 years experience in patient-centered care, acute environment preferred.
• Current Certification in Basic Cardiac Life Support with the American Heart Association is required.

Education:

• RN or LPN Licensure in South Carolina.

The Medical University of South Carolina is an Equal Opportunity Employer. MUSC does not discriminate on the basis of race, colour, religion or belief, age, sex, national origin, gender identity, sexual orientation, disability, protected veteran status, family or parental status, or any other status protected by state laws and/or federal regulations. All qualified applicants are encouraged to apply and will receive consideration for employment based upon applicable qualifications, merit, and business need.

MUSC participates in the federal E-Verify program to confirm the identity and employment authorisation of all newly hired employees.