Customer Service Liaison

Position Summary:
The Customer Service Liaison (CSL) is a non-clinical member of the healthcare team who is responsible for performing a variety of integral activities and assisting the unit nursing leadership team to meet unit, departmental and organizational objectives. The CSL assists with the overall coordination, planning, development and implementation of assigned unit projects and is responsible, in partnership with the Nurse Manager, for promoting and maintaining a high level customer experience for all patients and families who receive care within the nursing unit.

Qualifications:
EDUCATIONAL REQUIREMENTS
Associates Related Field

CERTIFICATION & LICENSURE REQUIREMENTS
none

EXPERIENCE REQUIREMENTS
Working with patients and families in related field

SKILLS AND KNOWLEDGE
Maintains current knowledge of relevant protocols and procedures regarding the patient experience. Prioritizes and organizes own work based on collaboration with unit leadership team as well as established hospital guidelines, policies and protocols. Effectively validates and coaches staff to meet customer service and quality initiatives. Independently, and in consultation with unit leadership, solves complex problems related to unit operations and customer service events. Utilizes information generated from both computerized and paper systems to analyze trends and develop coordinating interventions and corrective action plans. Exhibits empathy to patients and their families by focusing on the patient's experience, enabling a meaningful relationship that promotes honest patient feedback.

Essential Functions:

• Patient Rounding Daily all patients, Welcome new patients,
• Auditing of rooms and staff. providing service recovery for minor delays and complaints.