Consumer Experience Liaison

The Consumer Experience Liaison will support the Frederick Health (FH) Consumer Experience Department’s goals and responsibilities by developing and administering public awareness and education surrounding the Frederick Health System’s programs and services. This role includes collaborating with organizational leaders and staff members at Frederick Health Hospital and Frederick Health Medical Group practices and outpatient service areas to advocate for patients, provide training and mentorship in patient experience and customer service principles, and engage in efforts across the organization to ensure a uniquely positive patient experience and to impact the well-being of every individual in our community. This position will require working with stakeholders such as program managers/directors, partners, and members of the public.

The Consumer Experience Liaison supports, and is responsible for incorporating into job performance, the FH mission, vision, core values and customer service philosophy and adheres to the FH Compliance Program, including following all regulatory requirements and the FH Standards of Behavior. A reliable vehicle is a must since the role involves daily travel across Frederick County.  

Example of Essential Functions:

Creates and maintains connections to and relationships with community members and organizations.

• Support Frederick Health’s connections to the public at large with the major objectives of attracting and retaining patients, garnering community support, promoting a solid public image, and establishing and maintaining goodwill while heightening public awareness of the organization’s business.
• With the direction of the Director of Consumer Experience, develop and execute outreach strategies to support growth and patient retention.
• Establish and maintain relationships with community organizations and influencers.
• Identify and coordinate participation in community events, including liaising with FH’s departments to ensure participation and visibility.
• Provide community/referral sources with information relative to services and programs offered by FH.
• Attend community board meetings, advisory councils, health committees, and other key stakeholder meetings. 
• Assist with the Patient & Family Advisory Council and ensure our patients are informed of changes in the organization, upcoming events and resources available.
• Develops and fosters excellence in patient experience practices across ambulatory sites.
• Routinely conduct visits to outpatient departments and practice locations.
• Serve as resource to outpatient sites for patient experience surveying and evidence-based best practices.
• Work with Director, Supervisor, and Patient Experience Specialists to develop educational materials and programs. 
• Support outpatient experience improvement initiatives.
• Effectively educate outpatient team members through educational in-services and materials.
• Observe and coach staff members on customer service/patient experience principles. 
• Respond promptly to patients/families requests to discuss their experience.
• Efficiently and accurately enters concerns, as appropriate, into the Event Reporting System. 
• Provide data and feedback about the patient experience by communicating patient/family perceptions to appropriate departmental staff.
• Work with appropriate personnel, physicians, staff, leadership, and the patient/family member to facilitate appropriate follow-up and ensure resolution of concerns and complaints.
• Collaborate with Risk Management, ARC, and other departments as needed to facilitate complaint resolution.
• Identify and analyze trends in patient experience.

Contributes to the effective and efficient operation of the Service Excellence department.

• Sets a positive professional example for others; serve as a role model and mentor.
• Effectively communicates and collaborates with colleagues, multidisciplinary team and customers.  
• Is detail-oriented and follows through with projects and requests.
• Takes ownership of problems and display initiative to resolve issues.
• Achieves results on time by focusing on priorities and managing time efficiently.
• Actively participates in cost containment by providing input with needs and areas of waste.  Answers incoming calls to Service Excellence Department (when on-site)
• Other duties as assigned.

Required Knowledge, Skills and Abilities:

• Demonstrated ability to act as a coach/mentor to assist in staff development related to customer service and service excellence.
• Effective communication skills, both written and verbal, to foster understanding and mediate situations among a broad range of issues; strong presentation skills in one-on-one and small group situations to customers, clients, and other employees
•  Excellent organizational skills with ability to prioritize various tasks, function independently, and manage multiple projects simultaneously and autonomously.
• Ability to effectively handle stress, maintain composure and resolve issues in an emotionally demanding environment.
• Able to generate, analyze, interpret, and present relevant consumerism and patient experience concepts and data

Minimum Education, Training, and Experience Required:

• Bachelor’s Degree in Healthcare, Communications, Psychology, or related field.
• Minimum 2 years of experience in healthcare or hospitality
• Minimum 2 years of experience in a teaching environment with proven record of delivering successful training.

Must demonstrate and maintain current knowledge and skills in providing appropriate care and/or contact for patients in the following age groups:

                 Adolescent (13 years thru 17 years)

                 Adult (18 years thru 65 years)

                 Geriatric (66+ years)

 Physical Demands:

Sedentary - Light Work – No lifting required.  While most work is done sitting, a certain amount of walking or standing is often necessary.

 Repetition: Repeating the same motion over and over again places stress on the muscles and tendons. The severity of risk depends on how often the action is repeated, the speed of the movement, the required force, and the muscles involved. 

Awkward Posture: Posture is the position your body is in and its effect on the muscle groups that are involved in the physical activity. Awkward postures include repeated or prolonged reaching, bending, kneeling, squatting, working overhead with your hands or arms, or holding fixed positions.

Working Conditions:  Blood borne Pathogens Exposure Risk: Category B – MAY have exposure to blood or body fluids.

Reporting Relationship:  Reports directly to the Director of Consumer Experience

Disclaimer:

The content of this document reflects the general duties, responsibilities, minimum skills, abilities and competencies necessary to perform the essential functions of the job and should not be considered as an exhaustive detailed description of all the work requirements of the position.

 Schedule:

Monday-Friday 8:30a-5:00p

Caring for you as you care for the CommUNITY
Frederick Health offers a comprehensive and affordable benefits package. Health, Dental and Vision insurance are offered the 1st of the month after 30 days of employment to all employees hired to work at least 20 hours per week and we offer multiple plans to best meet your and your family's needs. Life insurance, Short-Term Income Replacement and Long-Term Disability are employer paid for eligible employees. Frederick Health offers a robust Paid Time Off program for eligible employees. Our 403B retirement plan helps you save for your retirement and includes an employer match to eligible employees. All employees have access to free financial planning sessions. We also offer an educational assistance program to support your education goals as well as an employer paid Employee Assistance Program.  

Pay is based on experience, skills and education.   If position is part-time, salary will be pro-rated based on scheduled hours.  The pay range may also vary within the stated range based on specialty if applicable. Non-Exempt positions may have shift differential and/or Overtime paid, if applicable. 

Pay range:  Min $62,233.60- Max $91,873.60 annually