Patient Experience Liaison (RN or LPN)

Job Description Summary

Be the Voice. Be the Advocate. Be the Difference.

Are you a compassionate RN or LPN with acute care experience and a passion for exceptional customer service? Do you thrive at the intersection of clinical care, communication, and advocacy? If you’re driven to elevate the patient and family experience while collaborating across hospital teams, we want to hear from you.

Entity

Medical University Hospital Authority (MUHA)

Worker Type

Employee

Worker Sub-Type​

Regular

Cost Center

CC001517 LAN - Nursing Administration (LMC)

Pay Rate Type

Hourly

Pay Grade

Health-25

Scheduled Weekly Hours

40

Work Shift

Day (United States of America)

Job Description

As a Patient Experience Liaison, you will serve as a trusted advocate for patients and their families throughout their hospital journey. You’ll work collaboratively with clinical teams, hospital departments, and leadership to address concerns, remove barriers, and ensure every patient feels heard, respected, and supported.

You’ll also play a key role in driving organizational improvement by analyzing feedback, monitoring HCAHPS results, and co-chairing the Patient Experience / Engagement Committee.

Duties include but not limited to:

• Conduct targeted patient rounding to support care planning, patient flow, and reduced length of stay

• Build meaningful rapport with patients and families to understand what matters most to them

• Investigate and resolve patient and family concerns with empathy, clarity, and professionalism

• Act as a liaison between patients/families, hospital departments, and administration

• Communicate delays, coordinate services, and help remove obstacles to care

• Educate staff on humanizing the patient experience using real-time feedback and trends

• Monitor, analyze, and distribute HCAHPS results to drive service excellence

• Identify trends in complaints and collaborate on action plans for improvement

• Triage concerns to appropriate teams such as billing or risk management

• Support emergency response protocols and regulatory compliance

• Champion patient self-determination, dignity, and respect in every interaction

Knowledge/Skills/Ability

• Exceptional communication and customer service skills
• Ability to clearly articulate ideas and adapt communication to diverse needs
• High emotional itelligence, empathy, and professionalism
• Strong problem-solving and prioritization skills in fast - paced environments
• Ability to manage multiple tasks while maintaining composure under stress
• Enthusiastic, collaborative, andn accountable team member

You won’t just respond to concerns—you’ll help shape a culture of compassion, trust, and excellence. Your work will directly influence patient satisfaction, outcomes, and the overall hospital experience.

Additional Job Description

Experience

• Minimum 5 years experience in a patient advocacy role in the acute care setting.
• Minimum 2 years experience in patient-centered care, acute environment preferred.
• Current Certification in Basic Cardiac Life Support with the American Heart Association is required

Education

• RN or LPN Licensure in South Carolina

If you like working with energetic enthusiastic individuals, you will enjoy your career with us!

The Medical University of South Carolina is an Equal Opportunity Employer. MUSC does not discriminate on the basis of race, color, religion or belief, age, sex, national origin, gender identity, sexual orientation, disability, protected veteran status, family or parental status, or any other status protected by state laws and/or federal regulations. All qualified applicants are encouraged to apply and will receive consideration for employment based upon applicable qualifications, merit and business need.

Medical University of South Carolina participates in the federal E-Verify program to confirm the identity and employment authorization of all newly hired employees. For further information about the E-Verify program, please click here: http://www.uscis.gov/e-verify/employees