Job description

POSITION SUMMARY:

The Patient Care Liaison (PCL) works directly with patients and their families and assists clinical staff in ensuring a favorable patient experience. As a worker in patient relations, your duties often involve scheduling aftercare or rehabilitation services following patient release from a medical facility, interpreting health care procedures and policies, preparing incident reports as necessary, and resolving any patient complaints. Your position covers a myriad of roles as it relates to the complete patient experience.

ESSENTIAL DUTIES AND RESPONSIBLITILES:

1. Create, Maintain, and Schedule Providers - maintain weekly team schedule into hospital paging system as required per facility. The PCL must consider staffing needs and requests from program leadership to secure providers and ensure a properly staffed model in line with projected patient census as well as application of corporate compensation policy. When required the PCL must consult with and secure additional compensation approvals from corporate personnel if in the assessment by the PCL that such funding is or may be required in order to secure the staffing subject to time constraints ;

2. Coordinate new provider orientation scheduling, training, and onboarding;

3. Coordinate on-site recruiting interviews for physician and advanced practice providers to ensure an exceptional experience and informative visit. Such interviews are essential to the successful recruitment of providers;

4. Primary point of contact for patient service issues with patient and/or their family members. Exercising compassion and understanding in dealing with a wide range of matters including assisting the patient and/or family member in resolving patient concerns and needs;

5. Coordinate with patient Primary Care Provider (PCP) and provide patients without a PCP the community health brochure and/or additional information for follow up care. Assist with or schedule follow up appointments for patients as needed upon discharge;

6. Develop and maintain professional relations with all ancillary service providers such as DME, Hospice, Home Health, et. al. for signatures, processing of provider’s orders, questions, meetings, functions, etc.;

7. Develop and maintain PCP telephone tracking in IM Bills/spreadsheet, etc. to ensure compliance by established standards;

8. Review, update, notify and maintain provider and patient complaint/safety system with concern/resolutions. PCL must assess the level of concern and be able to determine the appropriate plan for both provider and patient as well as ensuring resolution and privacy.

9. Understand and work within State and hospital regulations to process death certificates. Maintain relationships with hospital staff departments as well as funeral homes to ensure timely signatures and any incomplete or additional data required;

10. Coordinate, maintain, update and distribute Agenda and Meeting Minutes, send reminders for all ICH Committee’s, Team weekly, monthly, quarterly meetings;

11. Coordinate, maintain, update the Medical Director(s) calendar and schedule meetings, attend as needed, including preparation of meeting minutes/notes as requested;

12. Maintain communication and professional relations with all facility departments, understanding and implementing a coordinated plan to support and further a superior patient experience;

13. Coordinate, Notify, Support providers on any issues or concerns regarding EMR/IM Bills, hospital systems, etc. and communicate with facilities IT department to schedule updates, send out releases communication, and complete quarterly training; A thorough understanding of systems and interactions is required. Ability to work with and implement timely resolutions is critical as well as assisting in the planning, communication, and rollout of changes;

14. Provide administrative daily support of office-phones, emails, mail, documents, etc. and maintain any projects for ICH with administration.

QUALIFICATIONS:

• Strong organization and interpersonal skills with focus on patient communication and physician relationships;
• Minimum of 2 years’ experience in the healthcare field;
• Strong knowledge of medical terminology;
• Organized and Detail-Orientated;
• Excellent interpersonal skills;
• High degree of emotional intelligence and privacy;
• Genuine care and concern for the needs of the hospitalized population as well as family and patient support system;
• Must possess excellent written and verbal communication skills .

DESIRED EDUCATION AND CERTIFICATIONS:

• Associates or Bachelor’s degree in psychology, health advocacy, social services, or related field or equivalent experience;
• Nursing and or allied health professional experience a plus;
• Billing and/or Coding certification a plus.

Job Type: Full-time

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Employee assistance program
• Flexible spending account
• Health insurance
• Health savings account
• Life insurance
• Paid time off
• Tuition reimbursement
• Vision insurance

Medical specialties:

• Cardiology
• Critical & Intensive Care
• Emergency Medicine
• Medical-Surgical
• Ob/Gyn
• Perioperative Care
• Radiology

Schedule:

• 8 hour shift
• Monday to Friday

Supplemental pay types:

• Bonus pay

Ability to commute/relocate:

• Carbondale, IL 62901: Reliably commute or planning to relocate before starting work (Required)

Experience:

• Healthcare: 2 years (Required)

Work Location: In person

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