Lead Patient Liaison

Description

: Job Summary

• The Patient Experience Lead – Grievance Management (Patient Liaison III) plays a crucial role in ensuring that patient concerns and grievances are addressed promptly, empathetically, and effectively within the healthcare organization. This position is responsible for managing the grievance process from initiation to resolution, collaborating with internal stakeholders to investigate complex complaints and grievances, and implementing strategies to prevent future issues. The specialist serves as a liaison between patients, families, healthcare providers, and regulatory agencies to uphold patient rights, improve patient satisfaction, and maintain compliance with regulatory standards. This role involves a combination of advanced patient advocacy responsibilities and acting-lead duties within the patient experience team.

Job Requirements

◦ Required : Bachelor’s Degree or 8 years’ related experience; additional coursework in healthcare administration or related field is a plus.

◦ Required : Minimum of 5 years of experience in customer service, preferably with a focus on patient experience, grievance management, or patient advocacy

◦ Advanced knowledge of patient rights, regulatory requirements, and healthcare ethics.

◦ Strong leadership, team management, and interpersonal skills.

◦ Excellent communication, negotiation, and conflict resolution abilities.

◦ Analytical thinking and problem-solving capabilities.

◦ Empathy, compassion, and a patient-centered approach.

◦ Ability to work independently and collaboratively in a fast-paced environment.

◦ Attention to detail, accuracy, and confidentiality in documentation.

◦ Commitment to continuous learning and professional development.

◦ Knowledge of healthcare data and data software tools, including RL Datix preferred.

◦ N / AEducation : ▪ Required : Bachelor’s Degree or 8 years’ related experience; additional coursework in healthcare administration or related field is a plus.

Experience : ▪ Required : Minimum of 5 years of experience in customer service, preferably with a focus on patient experience, grievance management, or patient advocacy

Skills : ▪ Advanced knowledge of patient rights, regulatory requirements, and healthcare ethics. ▪ Strong leadership, team management, and interpersonal skills. ▪ Excellent communication, negotiation, and conflict resolution abilities. ▪ Analytical thinking and problem-solving capabilities. ▪ Empathy, compassion, and a patient-centered approach. ▪ Ability to work independently and collaboratively in a fast-paced environment. ▪ Attention to detail, accuracy, and confidentiality in documentation. ▪ Commitment to continuous learning and professional development. ▪ Knowledge of healthcare data and data software tools, including RL Datix preferred.

Licensure / Certification / Registration : ▪ N / A