Patient Liaison Officer | Trauma | Contract 6 months

Function

Nursing

Facility

Life Wilgers Hospital

Position

Patient Liaison Officer | Trauma | Contract 6 months

Introduction

A vacancy has arisen for a Patient Liaison Officer, reporting to the Unit Manager. 

The incumbent will be responsible for optimizing the patient experience, particularly in the emergency unit, by interpreting and communicating patients' rights and responsibilities, as well as the hospital’s quality, care, and patient experience principles to patients, their families, and visitors in the hospital.

Additionally, they will be responsible for analyzing trends in complaints and compliments from the department to support the development of appropriate patient-centered service plans and patient journeys. This aims to create an ideal hospital experience for all patients based on their preferences and requests.

Critical Outputs

Patient experience, customer focus and two-way communication  

• Understands the hospital and patient environment in particular the emergency unit and triage system
• Visible in the emergency unit during peak periods to manage customer expectations and bed bookings/admissions
• Communicates information to the appropriate person(s) in proper time frames to meet patient, family or visitors’ questions, concerns, and expectations in an appropriate manner
• Achieves the department and hospital’s patient-centred outcomes by interacting with patients/families/customers and utilising feedback to improve and reinforce satisfaction.
• Focus on addressing specific contact points as measured by emergency unit PXM score
• Escalates issues to relevant departments to ensure better service to our patients/customers.
• Assesses patient, family or visitors’ questions and concerns and develops a plan to address needs.
• Incorporates key care, patient rights and responsibilities and quality concepts into communication with patients and family.

Quality

• Utilizes PXM tools to improve patient and stakeholder experience.
• Meets the department and organisation’s customer-related quality goals.
• Initiates patient or family concern reports, as appropriate, when issues arise.
• Understands and practices patient care policies, procedures, and company values.
• Collaborates and cooperates with colleagues, peers, supervisors and other healthcare providers effectively and efficiently to improve the quality, effectiveness and efficiency of patient care.
• Analyses patient complaints and route cause in liaison with Quality Manager and assists in risk mitigation and action plans.
• Collects data about patient care problems, prepares reports, analyses trends, and reports information to appropriate departments for action.
• Addresses non-compliance or concerns raised with the relevant department in accordance with Life Healthcare protocols.
• Provides accurate and thorough reports to the hospital manager and nursing function.
• Assists with addressing training needs and professionalism of employees with the appropriate departments to improve customer satisfaction. 

Administration

• As and when required.
• Adhoc requests as and when deemed necessary related to the patient experience environment.
• Works in conjunction with marketing representatives and patient services department for the development of required branded hospital collateral to support the patient journey.

Requirements

• A minimum of a NQF level 6 Diploma in admin, public relations or marketing and communications.
• A minimum of 3 year’s relevant experience in a customer or patient services environment.
• Must be able to demonstrate exceptional communication skills, both verbal and in writing.
• Previous experience in the healthcare environment advantageous
• Computer proficiency

Competencies

• Engaging diversity
• Influencing
• The capacity to work well under pressure and remain polite even when consumers are angry and unreasonable
• Excellent personal presentation
• Communication skills – verbal and written
• Creative thinking to come up with new ways to improve patient experience
• Building relationships
• Customer responsiveness
• Initiative

Email

wilgers.cv@lifehealthcare.co.za

Closing date

Tuesday, June 3, 2025