• Patient Experience Liaison

    Location US-MI-Frankenmuth
    Job ID
    2019-4951
    Category
    Activities
    Type
    Full-Time
    Shift
    1st
    Travel
    0-25%
    Schedule
    8:30 AM - 5:00 PM
  • Overview

    Ensures a positive Wellspring customer experience for all new admissions with the focus being on short term rehabilitation patients. Acts as conduit and liaison between residents, families and the facility for all needs including resident move-in and move-out procedures or potential concerns.   

    Responsibilities

    • Ensure a positive patient expose for short-term rehabilitation
    • Complete new patient/resident contract paperwork with family and or patient/resident
    • Discuss and promote information related to AES Calls and implementation of the patient experience process
    • Acts as the liaison between families, patient and IDT (Care Conferences)
    • Alert all departments of potential admissions, discharges and room changes
    • Speak with patient about overall services and programs, etc.
    • Discuss what a patient will expect to experience for their stay.
    • Responsible for all AES calls – Key email contact RE: Satisfaction.
    • Manages a weekly and monthly AES Call Satisfaction Report –Provide to Admin., DRC and key stakeholders.
    • Ensure room is ready for occupancy
    • Order any needed equipment as directed
    • Conduct site tours
    • Assist with maintaining Point Click Care software
    • Follow-up with new patient/resident/family at established intervals
    • Manage the admissions process in order to ensure the PCC software, medical record, admission paperwork is complete.
    • Establish effective rounding protocols in order to document patient experience, requests and follow up
    • Is responsible for AES data including reporting
    • Acts as a liaison between primary care physicians in the community and facility
    • Manages Patient Ping for potential new/readmissions
    • Conducts external and internal marketing/sales calls
    • Delivers patient discharge summaries to primary care physicians

    Qualifications

    • High school diploma with at least 1 year experience in customer service role preferred
    • Access to a personal vehicle with liability insurance for work use at all times
    • Meets and maintains other certifications or requirements as necessary for the position

    **Wellspring Lutheran Services**

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