Patient Liaison (PT with Benefits)- Risk Management
Effectively interprets and communicates the institution’s philosophy, policies, procedures and services to patients, their families and visitors. Serves as a liaison between patient/ family members, all hospital departments and administration.
DUTIES AND RESPONSIBILITIES
Consistently supports and communicates the Mission, Vision, and Values of St. Joseph Medical Center.
Upholds the Standards of Conduct and Corporate Compliance.
Respond professionally to identify and resolve problems as expressed by patients, representatives, insurers or other complaint sources, to facilitate all the services and care to which he/she is entitled.
Promote a culture of responsiveness and safety in the course of daily work and through scheduled strategic customer service training.
Document patient/ visitor encounters according to departmental procedures. Compose written correspondence to patients or their families or representatives, and regulatory or payor sources in a clear, concise and compassionate manner, ensuring grammatical accuracy and succinctness of thought.
Adhere to regulatory guidelines with regard to patient privacy laws. Maintains confidentiality of all patient, hospital or physician information by using discretion when discussing patient matters.
Provide staff and leadership updates on complaints, grievances, analysis, trends, and other aggregated data as needed
Other duties as assigned.
Enhances the patient experience by fostering a positive relationship with customers.
Support hospital initiatives by reviewing patient satisfaction surveys to focus and implement proactive interventions.
Identify system-issues via patient/visitor data, and work collaboratively with physicians, administrators and staff to resolve.
Cultivate systems and processes which support and illicit staff and patient feedback to improve and sustain excellent patient satisfaction scores.
Promotes stewardship of hospital resources while ensuring quality patient care.
MINIMUM KNOWLEDGE, SKILLS AND ABILITIES
High School Diploma/ GED Required
Bachelor’s Degree Required – BA/BS with focus in business or healthcare administration is preferred.
Minimum 2 years work experience in business or healthcare setting
Technical, clerical, critical thinking and interpersonal skills.
Able to effectively communicate in oral and written English language.
Bi or Multilingual.
1-3 years work experience in a hospital setting preferred