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LOCATIOIN: BAYLOR SCOTT & WHITE MEDICAL CENTER, MARBLE FALLS TX

DEPT: MEDICAL SURGICAL

SCHEDULE: FULL TIME DAYS

BONUS: $10,000

RELO: Amount Based on Distance

The Patient Care 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. This Patient Experience Liaison works directly with various members of the healthcare team, hospital departments, and administration to solve problems that patients & families may have with the goal of facilitating a positive patient experience during their time in the organization. The Patient Care Liaison acts as an intermediary between hospital departments and the patient/family to bring about the most effective healthcare treatment and positive hospital experience.

About Us

Here at Baylor Scott & White Health we promote the well-being of all individuals, families, and communities. Baylor Scott and White is the largest not-for-profit healthcare system in Texas that empowers you to live well.

Our Core Values are:

+ We serve faithfully by doing what's right with a joyful heart.

+ We never settle by constantly striving for better.

+ We are in it together by supporting one another and those we serve.

+ We make an impact by taking initiative and delivering exceptional experience.

Benefits

Our benefits are designed to help you live well no matter where you are on your journey. For full details on coverage and eligibility, visit the Baylor Scott & White Benefits Hub to explore our offerings, which may include:

+ Eligibility on day 1 for all benefits

+ Dollar-for-dollar 401(k) match, up to 5%

+ Debt-free tuition assistance, offering access to many no-cost and low-cost degrees, certificates and more

+ Immediate access to time off benefits

At Baylor Scott & White Health, your well-being is our top priority.

Note: Benefits may vary based on position type and/or level

Duties:

• Establishes a rapport with the patient and family to learn what is the most important to them in their hospital experience and their preferences. Communicates findings to the appropriate healthcare team members.

• Responds to and investigates complaints and concerns and communicates identified issues to appropriate staff.

• Works with individuals or departments to limit or resolve delays in service and communicates delays to patients and families.

• Acts as an intermediary to Hospital Administration on behalf of patients and their families.

• Makes follow up phone calls to discharged patients and solicit feedback about their hospital experience and forward any clinical questions to the appropriate manager.

• Educates health care professionals and employees on the varied ways to humanize a patient’s experience based on feedback from individual patients and their families.

• Uses findings from analysis of trends in complaints to mentor individuals and departments to develop appropriate service action plans.

• Triages issues to billing or risk management to ensure better service to our customers.

• Achieves department/organization outcomes

• Interacts with patients/families/customers and utilizes feedback to improve and reinforce satisfaction.

• Meets department/organization satisfaction goals.

• Identifies and implements systems and processes to improve efficiency and reduce expenses that do not compromise qualify of services/mission.

• Utilizes performance measurement to improve patient/customer outcomes.

• Meets department/organization quality goals.

• Assesses patient or family questions and concerns and develops a plan to address needs. Communicates information to appropriate person(s) in appropriate time frames to meet patient or family questions, concerns, and/or expectations (Validation through feedback from supervisors, peers, personal knowledge, or family interview regarding the work performance).

• Incorporates key concepts into communication with patient and family.

• Consults, collaborates, and cooperates with colleagues, peers, supervisors, and other health care providers in a professional manner to improve the quality, effectiveness and efficiency of patient care.

• Provides input into opportunities for system improvements.

• Knowledge of patient experience reporting and data metrics.

• Addresses non-compliance with department/organization patient experience standards.

• Meets mandatory department/organization job requirements within established time frames.

Knowledge/Skills/Ability

• Anticipates customer needs, understands their expectations and responds appropriately.

• Treats others with compassion, fairness, courtesy and respect while honoring their uniqueness.

• Willingly works with others to identify and achieve common goals.

• Enthusiastically approaches their role and displays pride in the organization.

• Takes personal responsibility for doing the right thing.

• Optimizes the talents of self and others and the use of time, materials and equipment.

• Must demonstrate exceptional communication skills along with excellent customer service skills.

• Must be able to perform a variety of duties, often changing from one task to another of a different nature, without loss of efficiency or composure, and be able to perform under stressful conditions when confronted with multiple requests, demonstrating prioritizing skills.

Belonging Statement

We believe that all people should feel welcomed, valued and supported, and that our workforce should be reflective of the communities we serve.

Qualifications

+ Grad of an Accredited Program

+ Specialized field of study should be nursing.

+ RN license.

+ Must have BLS certification or get it within 30 days of starting in this role.

As a health care system committed to improving the health of those we serve, we are asking our employees to model the same behaviours that we promote to our patients. As of January 1, 2012, Baylor Scott & White Health no longer hires individuals who use nicotine products. We are an equal opportunity employer committed to ensuring a diverse workforce. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability status, protected veteran status, or any other characteristic protected by law.