Patient and Family Liaison (Client Relations)

Patient and Family Liaison (Client Relations)

JOB SUMMARY:
Provides direct customer service liaison and support to patients and families. Manages patient visits in a way that actively supports key relationships between executives and other Relationship Managers and the patient/family by facilitating scheduling of medical and administrative services, serving as host and personal guide to patients and families, and independently finding solutions for problems or special needs that may arise.


KEY RESPONSIBILITIES:

• Facilitates the scheduling of medical and administrative services by identifying the appropriate provider and the most effective method for accessing the services promptly.
• Partners with Executives and other Relationship Managers who refer patients to ensure that patient visits actively supports their relationship with the patient/family
• Proactively provides updates that are appropriate in frequency and detail within the framework of privacy/HIPAA safeguards and are tailored to the need for information and the specific patient situation.
• Serves as host to patients and families during medical visits.
• Updates and maintain the Client/Patient database content to ensure effective coordination and generate management and executive reports.
• The responsibilities listed are a general overview of the position and additional duties may be assigned.

TECHNICAL CAPABILITIES:

DOCUMENTATION & WRITING SKILLS - (ADVANCED): - Demonstrates the uppermost levels of expertise in applying patient relations documentation in challenging and complex situations. Often takes a lead role in highly pressurized situations when there is a need to achieve results. Consistently delivers documentation services in a creative and imaginative manner while setting a standard for others. Actively participates in outside professional organizations and forums. Contributes in the development of documentation best practices for the organization.

LISTENING (ADVANCED): - Demonstrates excellence in listening and often requested by others to summarize and interpret what transpired at meetings and during conversations. Demonstrates reflective listening by using phrases such as Do I hear you saying....?? or It sounds like.... Perseveres until all key points are explained. Always gives speakers the feeling of comfort and interest, focusing intently on the subject. Formulates responses and draws conclusions only after speakers are finished.

CUSTOMER CONFLICT MANAGEMENT - (NOVICE): - Shows flexibility and open-mindedness when priorities and goals change or when faced with conflicting points of view. Initiates actions and demonstrates leadership that address problems and different points of view. Escalates conflicts that cannot be resolved to a higher level. Accepts opposing views constructively and contributes to a positive work climate.

CORE ACCOUNTABILITIES:

• Organizational Impact: Executes job responsibilities with the understanding of how output would affect and impact other areas related to own job area/team with occasional guidance.
• Problem Solving/ Complexity of work: Analyzes moderately complex problems using technical experience and judgment.
• Breadth of Knowledge: Has expanded knowledge gained through experience within a professional area.
• Team Interaction: Provides informal guidance and support to team members.