Patient Liaison

The Patient Experience Liaison is responsible for ensuring a positive, consistent, and compassionate experience for every patient interacting with Summit Spine & Joint Centers. This role serves as the central point of coordination for patient feedback, complaints, quality assurance, and service recovery. The Liaison monitors patient experience channels—including phone calls, email, and online reviews—to support timely resolution, cross-department accountability, and continuous improvement.

• Receive, document, and track patient complaints and feedback received by phone, email, online reviews, and other designated channels.
• Maintain a Patient Experience Log that captures the date received, concern summary, assigned department or leader, actions taken, and resolution status.
• Route concerns to the appropriate department leader and follow through to ensure timely response and closure.
• Monitor response times and escalation unresolved, high-risk, or recurring concerns to the Director of Administrative Operations.
• Maintain accurate complaint data and identify trends for monthly reporting to leadership and the Compliance Team.
• Provide professional, empathetic communication to patients when acknowledgment, clarification, follow-up, or service recovery is needed.

• Conduct a minimum of three (3) quality call audits per month for each call center agent, evaluating professionalism, accuracy, tone, documentation, and compliance with organizational standards.
• Track call-quality trends and identify opportunities for coaching, training, recognition, and process improvement.
• Partner with department leadership to ensure audit feedback is incorporated into coaching, performance discussions, and training plans.

• Manage and monitor the organization’s Info email inbox daily.
• Route messages to the appropriate department and track each inquiry through resolution.
• Maintain communication logs that document routing, response status, follow-up, and completion.
• Prepare monthly reports summarizing complaint volume and trends, resolution timeliness, call-audit results, and recurring service concerns.
• Collaborate with leadership and the Compliance Team to identify service gaps, root causes, and recommended process improvements.
• Support patient experience initiatives, staff education, service-recovery efforts, and recognition programs designed to improve patient satisfaction and loyalty.

• Education:
  
  High school diploma or equivalent required;
  Associate’s or Bachelor’s degree in Healthcare Administration, Communications, Business, or a related field preferred.
• Experience:
  
  Minimum of three (3) years of experience in healthcare patient relations, patient experience, customer service, quality, or a related leadership/support role.
• Strong verbal and written communication skills with a consistent focus on empathy, professionalism, and service recovery.
• Excellent organization, documentation, prioritization, and follow-up skills.
• Proficiency with Microsoft Office Suite and electronic health record systems, including eClinical
  
  Works (eCW), or the ability to learn required systems quickly.
• Ability to handle sensitive patient concerns with discretion and in accordance with HIPAA and organizational confidentiality requirements.
• Ability to analyze trends, recognize recurring issues, and translate findings into actionable recommendations.
• Comfort working across departments and holding follow-up items accountable through completion.