Patient Liaison

Connecticut Children’s is the only health system in Connecticut that is 100% dedicated to children. Established on a legacy that spans more than 100 years, Connecticut Children’s offers personalized medical care in more than 30 pediatric specialties across Connecticut and in two other states. Our transformational growth establishes us as a destination for specialized medicine and enables us to reach more children in locations that are closer to home.

Our breakthrough research, superior education and training, innovative community partnerships, and commitment to diversity, equity and inclusion provide a welcoming and inspiring environment for our patients, families and team members.

At Connecticut Children’s, treating children isn’t just our job – it’s our passion. As a leading children’s health system experiencing steady growth, we’re excited to expand our team with exceptional team members who share our vision of transforming children’s health and well‑being as one team.

Connecticut Children’s offers a comprehensive compensation and benefits package for eligible team members, including

• medical, dental and vision insurance
• hospital paid life and disability coverage
• paid time off and leave programs
• education and training assistance
• a retirement savings plan with hospital match
• and an employment assistance program
• Eligibility for certain benefits is based on scheduled hours worked.
• All team members are eligible to participate in the retirement savings plan, regardless of scheduled hours worked.

Additional benefit information is available here .

Under general supervision, represents and interprets the mission, policies, procedures and services of Connecticut Children’s to patients and family members in support of Service Excellence and the overall Patient & Family Experience. Functions as a resource and a liaison between the patient, the hospital, medical practices and the community. The Patient Representative ensures patients’ rights are respected; provides a channel for problem mediation and resolution;

promotes the highest level of quality of care and the Patient & Family experience. Acts as an expert in complaint management, service excellence training, role modeling, service recovery and education.

Collaborates with Connecticut Children’s team members and providers to make patients/families aware of patient complaint management process.

Complaint Investigations & Resolution:

Receives and triages patient/family complaints/grievances in order for appropriate response to occur in keeping with regulatory and Connecticut Children’s policies and guidelines. Manages complaints/grievances using our electronic occurrence/feedback management system. Investigates patient/family complaints and provides appropriate/timely response. Serves as an impartial liaison and facilitator between hospital departments/staff in order to ensure timely resolution of complaints. Maintains regular communication with patients/families and Connecticut Children’s team members during the investigation and based on investigation results, formulates written response, when appropriate.

Hospital Liaison:

Serves as an impartial liaison and communicator for service recovery discussions involving patient/family members and Connecticut Children’s team members, providers and leadership. Follows up with appropriate unit and/or department leaders to ensure specifics of complaint are fully addressed.

Discovery & Recovery:

Proactively rounds on inpatient units, serving as a resource to patients, families and team members – thereby facilitating the discovery of issues relating to a patient’s experience at Connecticut Children’s. Follows-up with patients, families and/or staff to ensure agreed to resolutions have…