Patient Liason

Under the direction of nursing and/or administrative leadership, the Patient Liaison serves as a key connection between patients, families, and the healthcare organization. This role supports communication, addresses concerns or grievances, and collaborates with clinical and non-clinical teams to enhance the overall patient experience.

The Patient Liaison promotes patient-centered care, trust, and service excellence while ensuring concerns are handled professionally, respectfully, and in alignment with organizational standards and regulatory requirements.

• Serve as a primary point of contact for patients and families regarding questions, concerns, compliments, and complaints
• Actively listen to patient and family concerns and facilitate timely resolution in collaboration with clinical leaders, providers, and support departments
• Educate patients and families on hospital processes, patient rights, and available resources
• Advocate for patients to ensure their needs, preferences, and concerns are addressed respectfully and appropriately
• Document patient interactions, concerns, and outcomes in accordance with organizational policies and regulatory requirements
• Assist with service recovery efforts, including follow-up communication and coordination of resolutions
• Collaborate with interdisciplinary teams to identify trends and opportunities for patient experience improvement
• Participate in patient rounding, meetings, or councils as assigned (e.g., Patient and Family Advisory Council)
• Support leadership with patient experience data collection, reporting, and feedback analysis
• Maintain confidentiality and professionalism in all interactions
• Promote a culture of service excellence and compassionate care throughout the organization