Patient Liaison

When you join the growing BILH team, you're not just taking a job, you’re making a difference in people’s lives.

Under the direction of the Director of Risk Management and Patient Liaisons, the Patient Liaison will assists patients/families with resolution of complaint/grievance, direct patient/family to the appropriate individual for clarification of questions pertaining to quality of care involving diagnosis, medical treatment and care coordination. In addition, the individual assumes administrative duties involving, monitoring/response of web mails, management of supplies developing schedules, tracking / responding to senior leadership correspondence. Attending departmental meetings to review and communicate data trends in complaints, grievance data to collaborate with clinical and administrative leadership to improve quality and patient experience of care.

Essential Duties & Responsibilities including but not limited to:

Essential Skills · Support patients and families in a complex clinical environment, act as a liaison between patients and LHMC i · Excellent interpersonal skills with individuals who may be in crisis · Working with teams to achieve goals · High level of sensitivity to confidential information · Excellent verbal, written and presentation skills; ability to effectively communicate with all levels of the organization (senior management, physician leadership, and front-line staff) · Superior organizational skills, with the ability to function independently and effectively in a changing environment, develop and meet deadlines, prioritize multiple projects, and manage time effectively · Experience working with data and databases · Strong communications system thinking skills · Able to function effectively, independently and efficiently in a stressful and dynamic work environment · Assist/coach leaders across the organization on service recovery to improve patient experience of care Specific Responsibilities · Under the supervision of the Director of Risk Management and Patient Relations conduct timely investigations and response to all patient concerns/ complaints/grievances for clinical service areas including interviewing staff and reviewing medical records. Facilitates effective communication between patients, families and providers to enhance patient / family-centered care and ensure common goals. Negotiate and mitigate expectations to promote satisfaction, ensure quality and safety, and patient experience of care · Categorize and document complaints and grievances regarding patient concerns into a database system · Responds to requests for assistance in managing difficult patient / family situations. Collaborates with clinical service area management and administrative leadership, frontline staff or other hospital services to provide real-time support and/or improvement strategies to reach effective resolution

· Meets regulatory compliance requirements for CMS 42 CFR 482.13 for investigating and responding to complaints and grievances consistent with LHMC policy. · Utilizes data management systems to meet regulatory requirements for CMS, DPH, and TJC for complaint management and resolution processes · Works with the RL solution system administrator to coordinate dissemination of data to appropriate leadership staff to highlight clinical service areas’ opportunities for improvement efforts, including progress, obstacles and trends in compliment/complaint / grievance data · Drafts formal responses to patients on behalf of senior clinical and administrative leadership (including CEO, COO, CMO, CNO, and CQO) to compassionately relay regret for their perceived poor experience and inform them of how their feedback is being utilized to implement beneficial changes. · Meets with patients and conducts rounds with patients/families in assigned clinical areas to obtain feedback regarding the inpatient hospital / clinic experience · Listens intently and acknowledges concerns. Resolves or redirects inquiries to the appropriate individuals in a timely and efficient manner. Provides information and assistance to the patient; is well informed regarding policies, organizational structure, patients’ rights, and departmental procedures · Connects patients and families with appropriate hospital services and resources ( individuals in billing, patient scheduling and access, social work, interpreter services, chaplaincy etc.) · Directs the patient/family to the providers for explanations and or clarification of questions pertaining to diagnosis, medical treatment and patient coordination · Facilitates formal meetings between patients, families and providers to resolve expressed concerns/questions in an effort to resolve a complaint or grievance · Work with unit/clinic managers with complaints that can be resolved immediately by the manager and assist with service recovery efforts · Maintains department service standards with particular attention to teamwork, communication, and respect Provides consultation coaching and education in clinical service areas and throughout the organization. Identifies opportunities for staff education and facilitates learning of clinicians, administrative management and staff in customer service recovery and patient satisfaction. · Attend regularly scheduled department meetings · Other projects as assigned

Organizational Requirements:

Maintain strict adherence to the Lahey Hospital and Medical Center Confidentiality policy. Incorporate Lahey Hospital and Medical Center Standards of Behavior and Guiding Principles into daily activities. Comply with all Lahey Hospital and Medical Center Policies. Comply with behavioral expectations of the department and Lahey Hospital and Medical Center. Maintain courteous and effective interactions with colleagues and patients. Demonstrate an understanding of the job description, performance expectations, and competency assessment. Demonstrate a commitment toward meeting and exceeding the needs of our customers and consistently adheres to Customer Service standards. Participate in departmental and/or interdepartmental quality improvement activities. Participate in and successfully completes Mandatory Education. Perform all other duties as needed or directed to meet the needs of the department.

Minimum Qualifications:

Education/Training: Bachelor’s degree or its equivalent, Masters preferred

Licensure, Certification & Registration: Social Work or Nursing background preferred

Experience: 3-5 years of experience working with clinical and non-clinical staff in the healthcare / customer service field

Skills, Knowledge & Abilities: · Ability to interact with people and diffuse difficult situations while remaining calm and providing excellent customer service · Demonstrated interpersonal skills including strong written and oral communication skills · Ability to respond to and solve patient and family complaints and grievances to improve service recovery and the patient experience of care. · Knowledge of a broad range of clinical practices, procedures and policies, medical terminology. · Ability to conduct comprehensive electronic medical record review · Strong organization skills · Advanced skills with Microsoft applications which may include Outlook, Word, Excel, PowerPoint or Access and other web-based applications. May produce complex documents, perform analysis and maintain databases.

Work Schedule: Indicate either Yes or No as appropriate. Hours of work may be subject to change based upon the needs of the business/department.



On Call: NO Shift Rotation: NO Weekends: NO

Job Description:

Position Summary:

Under the direction of the Director of Risk Management and Patient Liaisons, the Patient Liaison will assists patients/families with resolution of complaint/grievance, direct patient/family to the appropriate individuals for clarification of questions pertaining to quality of care involving diagnosis, medical treatment and care coordination. In addition, the individual assumes administrative duties involving, monitoring/response of web mails, management of supplies developing schedules, tracking / responding to senior leadership correspondence. Attending departmental meetings to review and communicate data trends in complaints, grievance data to collaborate with clinical and administrative leadership to improve quality and patient experience of care.

Schedule: Indicate either Yes or No as appropriate. Hours of work may be subject to change based upon the needs of the business/department.

On Call: NO Shift Rotation: NO Weekends: NO

Pay Range:

$27.00 - $37.45

The pay range listed for this position is the base hourly wage range the organization reasonably and in good faith expects to pay for this position at this time. Actual compensation is determined based on several factors, that may include seniority, education, training, relevant experience, relevant certifications, geography of work location, job responsibilities, or other applicable factors permissible by law.  Compensation may exceed the base hourly rate depending on shift differentials, call pay, premium pay, overtime pay, and other additional pay practices, as applicable to the position and in accordance with the law.

As a health care organization, we have a responsibility to do everything in our power to care for and protect our patients, our colleagues and our communities. Beth Israel Lahey Health requires that all staff be vaccinated against influenza (flu) as a condition of employment.

More than 35,000 people working together. Nurses, doctors, technicians, therapists, researchers, teachers and more, making a difference in patients' lives. Your skill and compassion can make us even stronger.

Equal Opportunity Employer/Veterans/Disabled