Patient Experience Liaison

The Patient Experience Liaison is an advanced patient facing and consultative role responsible for addressing complex patient experience concerns leading high impact service recovery and supporting system level improvement across the Baton Rouge Market. Operating with a high degree of autonomy this role serves as a trusted partner to patients families frontline staff and leaders when patient experience concerns extend beyond point of care resolution.
Reporting to the Manager Patient Experience the Liaison focuses on high risk situations grievance investigations trend identification and improvement accountability translating patient feedback into targeted actions that strengthen patient trust reduce repeat concerns and improve experience outcomes.

Advanced Patient Rounding & Service Recovery

• Conduct purposeful highimpact rounding in priority patient care areas to proactively identify risks to the patient experience.
• Lead service recovery for highacuity sensitive or escalated patient and family concerns requiring advanced judgment and coordination.
• Serve as a consistent point of contact for patients and families during complex experience events to restore trust and confidence.
• Exercise independent judgment to determine appropriate resolution strategies in collaboration with nursing medical staff and leadership.
• Identify recurring breakdowns in care or communication and escalate for systemlevel intervention.

Grievance Investigation & Regulatory Compliance

• Independently manage formal patient grievances in accordance with regulatory and accreditation standards (e.g. CMS Conditions of Participation).
• Conduct patient family and staff interviews; review documentation; and perform root cause analysis as appropriate.
• Develop clear accurate and compliant written grievance responses within required timelines.
• Partner with the Manager of Patient Experience to ensure consistency quality and regulatory integrity of grievance processes.

Trends Insights & Improvement Support

• Analyze patient complaints compliments grievances and realtime feedback to identify patterns and emerging risks.
• Communicate insights to the Manager of Patient Experience and clinical leaders to inform targeted improvement strategies.
• Support leader accountability by highlighting recurring themes and opportunities for sustained change.

Consultation & Culture of PatientCentered Care

• Serve as an advisor to leaders and frontline teams on complex patient experience scenarios.
• Reinforce patientcentered behaviors respectful communication and service recovery expectations.
• Support education and improvement initiatives designed to strengthen patient trust and experience culture.

Knowledge Skills & Abilities

• Advanced interpersonal communication and deescalation skills.
• Strong critical thinking and independent judgment.
• Ability to manage emotionally charged situations with compassion and professionalism.
• Knowledge of patient experience standards grievance processes and regulatory requirements.
• Skilled in identifying trends and translating patient feedback into improvement opportunities.

Physical & Schedule Requirements

• Regular presence in patient care areas for rounding and followup.
• Flexibility to respond to urgent patient concerns outside traditional business hours as needed.

Experience: Two years of experience in healthcare patient relations communications business education customer service quality or other relevant fields.

Education: A Bachelors degree in healthcare administration nursing business communications marketing education or related fields is required.