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Sr. Patient Liaison

Job Description:
Responsibilities The Senior Patient Liaison supports and assists patients and families across the UCLA Health System.
He/she listens with empathy and caring, then researches, problem solves and advocates, ensuring that patients are assured that their concerns are addressed.
When handling volatile, sensitive or politically charged situations, the Senior Patient Liaison exercises judgment, diplomacy and an in-depth understanding of the organizational structure and dynamics to ensure that appropriate individuals are involved.
The incumbent utilizes strong negotiation, facilitation, written and oral communication skills to ensure that patients / families are provided with the best possible response and solution to their complaints.
Assesses complaints / grievances and then prepares them for review by committees including medical staff, Risk Management, Quality/Safety, and Hospital Administration.
He/she uses limit setting and behavioral redirection skills when necessary to ensure that behavior of patients or families do not violate rights of other patients or staff.
Assists clinical managers and physicians in developing patient behavioral contracts or in separating patients from a clinical practice.
The Senior Patient Liaison - works to optimize the experience of patients/families who receive care in the hospitals, ambulatory, and the physician practices of UCLA Health.
He/she represents the leadership of UCLA Health when conducting regular proactive visits and outreach in hospital and ambulatory areas.
The incumbent effectively interfaces and collaborates with Hospital and FPG Executives, Directors, Chairs, Faculty, residents, and staff to clearly identify causes of complex situations which may include clinical quality, access, interdisciplinary communication, and the delivery of ancillary services.
The incumbent will act as the lead liaison for UCLA Santa Monica, in which they are expected to work closely with Santa Monica Leadership, provide coordination and consultation for difficult patients and emergent situations, handle complex medical care related grievances, lead volunteer staffing, and additional duties specific to Santa Monica campus.
Using strong meeting facilitation and mediation skills, collaborates with all levels of the clinical and non-clinical teams to bridge disparate expectations regarding the quality/plan of care of patients, families, and clinicians.
He/she uses in-depth knowledge of the Health System organization, processes and resources to creatively and effectively facilitate patient care and to deliver services and amenities which patients will perceie as adding value to their experiences.
Qualifications In-depth knowledge of the Health System organization, processes and resources.
CA Registered Nurse License is required.
The Senior Patient Liaison should possess enough knowledge to understand and verbalize which ancillary departments should be involved with the resolution of patient problems.
Knowledgeable of laws and regulations involving patient rights and responsibilities, Joint Commission standards, managed care grievance regulations, HIPAA, Americans with Disabilities Act, and other relevant regulations.
Exceptional critical thinking skills to research problems and provide resolutions to patients concerns.
Ability to independently assess quality of care complaints and medical records for the purpose of medical and admnistrative quality review.
The ability to understand and interpret medical documentation and to discuss care with physicians, nurses and other health care professionals in order to improve the patient experience.
Ability to differentiate between issues that are routine and issues that require escalation to a higher level.
Demonstrated skill writing detailed notes and communications for patient matters, including the ability to summarize findings from various sources.
The candidate will have strong abilities to work in a team environment and build new relationships in order to efficiently assist the patient.
Proven record of project based accomplishments within a multidisciplinary team.
The Senior Patient Liaison should also be prepared to conduct in-service trainings to clinical and non-clinical staff on topics such as complaint management, service recovery, and customer service.
The candidate will have excellent skills in their ability to covey genuine warmth, caring and concern to individuals on a consistent and repetitive basis.
Exceptional work in listening with empathy, caring for individuals, understanding their situation, even when presented from multiple cultures, languages, ages, and experiences.
Exceptional diplomacy and public relations skills are also a must.
Ability to multitask, and respond to competing deadlines and requests in a manner that is calm and productive.
Ability to perform all duties listed above with minimal supervision.


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