Patient Relations Liaison

Under minimal supervision, following established policies, procedures, professional guidelines, and confidentiality, the Patient Relations Liaison will work to further support the Tampa General Hospital mission, vision, values and strategic priorities around Patient Experience. Demonstrates exemplary independent judgment, critical thinking skills and knowledge of de-escalation techniques. Maintains professional demeanor at all times in highly volatile situations. This position collaborates with leadership in developing and implementing strategies to achieve and sustain a world class patient experience. As an expert in patient/family relations and organizational trust recovery, this position will work closely with clinical and non-clinical teams to initiate, review and respond to family/caregiver concerns, comments, requests for service, complaints, and grievances in a timely and comprehensive manner. This Liaison possesses strong communication and conflict resolution skills to assist and/or facilitate real-time and post incident reviews to ensure transparent and productive communication between the patient/family member and the TGH team members/providers where concern originated. Identifies complaint trends and patterns and collaborates on initiatives for improvement. 

• Bachelor’s Degree in Communication, Psychology, Allied Health, or other related field.
• Five (5) years of patient/guest facing experience in a healthcare setting, with a minimum of three (3) years of resolving and/or deescalating patient and guest minor concerns. 
• Florida Notary Public required within 6 months of hire. 
• An equivalent combination of education and years of experience.