Patient Experience Liaison-Bristol, TN - Ballad Health : Job Details

Job Description: Summary: This position is a hybrid role, serving as Hospitality House Coordinator and patient experience liaison. In duties as the Hospitality House Coordinator: Assists with all Hospitality House guest services. The house coordinator will be responsible for overseeing the daily operations of the residence and will escalate maintenance, cleanliness, or security needs in a timely manner. Duties will consist of coordinating reservations, full cleaning of common areas and guest rooms upon discharge including on-site laundering of linens, ordering and stocking supplies, and overseeing donations. The coordinator will work with the cancer center social worker to arrange accommodations for outpatient oncology patients as needed and will coordinate non-oncology guest payments with the financial counselor. The coordinator will ensure monetary contributions are directed to the financial counselor and subsequently, the Foundation. The house coordinator will be responsible for conducting a walkthrough and fire safety orientation upon admission of all guests. In duties as a Patient Experience Liaison: Serves as the key communicator person between patients, families, hospital guests, healthcare providers and the hospitals professional staff. The Liaison works with a diverse population from various cultures and socioeconomic backgrounds, including children and the aged, offering compassionate assistance. Since the Liaison frequently experiences ambiguous and uncertain situations, the Liaison must possess strong stress management techniques along with the crisis intervention skills and a courteous, positive attitude that reflects a genuine concern for patients, families, and visitors. The Liaison must be able to address awkward situations with tact and diplomacy. This position facilitates open communication consistent with improving patient experience while striving to identify and promote continuous quality improvements. The Liaison provides vital emotional support to families and connects them with a hospital chaplain or other pastoral care if so desired. The Liaison also provides orientation for families in several departments. These may include GED/High School Diploma required. Experience with professional and acceptable communication and interaction towards people of varying socio-economic classes and with varying emotional needs. Able to engage in general housekeeping needs as presented. adult intensive care, perioperative, cath lab, and the Emergency Department. The Liaison explains to patients and families processes critical to that department and keeps families updated with vital information regarding their patient's surgery, condition and any procedures scheduled for the patient. The Liaison keeps supplies stocked in these areas that provide much needed comfort for families. Licenses and Certifications: GED/High School Diploma required. Experience with professional and acceptable communication and interaction towards people of varying socio-economic classes and with varying emotional needs. Able to engage in general housekeeping needs as presented. CPR certification preferred. Work Requirements: Shift: Day On Call: No Weekends: No Travel Required: Local Travel Location: Bristol Regional Medical Center