What are the responsibilities and job description for the Patient and Family Liaison position at PrairieCare?
The Patient and Family Liaison provides support to the organization by directly supporting the patient advocate program including managing complaints, grievances, and compliments. The liaison will assist in communication and serve as a liaison to navigating care questions during admission and following discharge from one of PairieCare’s programs. This role will also monitor feedback from surveys, web reviews and other customer service monitoring.
Responsibilities:
- Leads discharge phone call program
- Works directlly with patients, staff, and parents involved in complaints and grievances to investigate the issues and resolve
- Monitors feedback from patient surveys and patient/family reviews
- Acts as a liaison between patients and professionals at PrairieCare, document and investigate patient complaints and issues, follow up with patients and/or parents, and perform analysis on the overall quality of care related to advocacy work
- Secures members for advisory committee and leads advisory committee discussions
Requirements:
- Bachelor's degree in business, health care administration, public health, psychology, or related field preferred
- Required 3 to 5 years working in customer service or patient experience/advocate related roles
- Basic knowledge of fundamental concepts in health care delivery
- Experience managing patient or customer complaints
- Ability to document, investigate, and resolve patient complaints
- Able to develop mechanisms for tracking and reporting patient complaints and compliment data
- Ability to identify trends and make recommendations based on findings
- Ability to exercise initiative, judgement, and decision-making to achieve organizational/departmental objectives
- Ability to function as a member of a multidisciplinary team
- Ability to prioritize and meet deadlines
- Ability to work independently
- Excellent verbal and written communication skills
PrairieCare is a physician-owned and operated psychiatric healthcare system experiencing rapid growth in the Twin Cities. With multiple sites across the Twin Cities, PrairieCare has quickly grown to become one of the State’s largest providers of mental health services to children, adolescents, and their families.
PrairieCare does not discriminate against any person on the basis of race, color, national origin, disability or age in admissions, treatment or participation in its programs, services and activities or employment. PrairieCare is an Affirmative Action Employer/Equal Opportunity Employer supporting Veterans, Disabled and other protected individuals and is committed to a diverse workforce. Offers of employment from PrairieCare are conditional and contingent upon successful clearance of all background studies.
