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BHI Bristol Hospital Main Campus - Bristol, CT 06010

Position Type: Full Time Job Shift: 1st Shift (Days) Education Level: 2 Year Degree

At Bristol Hospital and Health Care, we begin each day caring today for your tomorrow. We have been an integral part of our community for the past 100 years. We are dedicated to providing the best possible care and service to our patients, residents and families. We are committed to provide compassionate, quality care at all times and to uphold our values of Communication, Accountability, Respect and Empathy (C.A.R.E.). We are Magnet ® and received the 2020 Press Ganey Leading Innovator award for our rapid adoption and implementation of healthcare solutions during the COVID-19 pandemic. Use your expertise, compassion, and kindness to transform the patient experience. Make a difference. Make Bristol Hospital and Health Care your choice.

Job Summary

Serves as a senior liaison between patients, families, providers, and healthcare leadership to ensure an exceptional patient experience while promoting patient-centered care. Resolves complex concerns, facilitates communication, and collaborates across multidisciplinary teams to improve satisfaction, quality, and service excellence.

Essential Job Functions and Responsibilities:

• Conducts admission rounding to provide patients and their families a point of contact for any questions or concerns they may have while at the hospital or utilizing any of our services at Bristol Health.
• Serve as the primary point of contact for complex patient and family concerns, ensuring timely and compassionate resolution.
• Investigate, document, and resolve patient complaints in accordance with organizational policies and regulatory standards.
• Build positive relationships with patients, families, physicians, nursing staff, and interdisciplinary teams to promote trust and satisfaction.
• Analyze patient feedback, satisfaction surveys, and service recovery trends to identify opportunities for quality improvement.
• Coordinate service recovery efforts and implement solutions that enhance the overall patient experience.
• Educate patients and families regarding hospital policies, procedures, patient rights, and available resources.
• Collaborate with clinical and administrative leadership to develop and implement patient experience initiatives.
• Maintain accurate documentation and prepare reports for leadership regarding patient concerns, resolutions, and performance metrics.
• Participate in quality improvement projects, committees, and accreditation readiness activities.
• Mentor and support junior customer relations staff while promoting a culture of service excellence.
• Ensure compliance with HIPAA, patient privacy regulations, and organizational standards.

• Associates or Bachelor's preferred
• 2-4 years' experience in a healthcare facility in patient relations, customer service, healthcare administration or clinical operations
• Strong conflict resolution, mediation, and problem-solving skills.
• Excellent verbal and written communication abilities.
• Experience handling sensitive and confidential patient information.
• Proficiency with electronic health records (EHR) and customer relationship management systems.
• Knowledge of patient satisfaction metrics, quality improvement principles, and healthcare regulations.

State/Federal Mandated Licensure or Certification Requirements:

• Current CT driver's license

Bristol Hospital Mandated Educational Requirements:

• General orientation at time of hire. Fire/Safety/Infection Control annually. Other programs as mandated by Bristol Health.

Disclaimer

The above statements are intended to describe the general nature and level of work being performed by people assigned to this classification. They are not to be construed as an exhaustive list of all responsibilities, duties, and skills required of personnel so classified. All personnel may be required to perform duties outside of their normal responsibilities from time to time, as needed.