Patient Liaison-Customer Service Rep - Short Stay Unit - FT - LHDCMC

Position Objective:

Contributes to the provision of high-quality, cost-effective healthcare by functioning as a communication liaison between members of the health care team and patients and their families. 

Essential Job Duties:

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions

1. Provides support to patients and families in a culturally, developmentally, and ethically appropriate manner, by greeting patients, making purposeful rounds, and soliciting and discussing concerns.
2. Provides a communication link between patients, family members, and the healthcare team to address changes in patient/family status, patient/visitor concerns, and assistance needs.
3. Maintains knowledge of departmental issues and hospital wide changes by attending appropriate meetings and in-services and by keeping abreast of all appropriate written material provided to the employees.
4. Working knowledge and use of the current Concern Management System used by the medical center and uses this system on a regular basis.  Aware of state regulations with regard to complaint follow-up and resolution and follows those guidelines.
5. Provides assistance to patients who wish to have assistance with Advance Directives.
6. Educated and empowered in Service Recovery.
7. Documents appropriately in Medical Record and in daily reports to co-workers.
8. Accurately obtains and processes patient demographic, insurance and medical information for registrations, admissions and financial purposes. CSR will be expected to maintain a 98% accuracy rate, in accordance with Best Practice Standards.
9. Consistently registers patients face-to-face; communicates financial responsibilities to patients and collects funds accordingly. 
10. Answers the phone courteously and professionally and as per department guidelines, responds to inquiries, and refers all calls as appropriate.

Educational/Experience Requirements:

• High school diploma or equivalent with two years of experience in health care setting with significant dealing with the public.
• Basic understanding of medical terminology and events.
• Excellent interpersonal skills required.
• Ability to handle sensitive issues and confidential situations.
• Working knowledge of basic computer skills and web-based applications, with ability to perform data entry.
• If serving as a bilingual/multilingual interpreter, certification in Medical Interpretation is required to perform the duties of a qualified interpreter

Required License/Certifications:

Working Conditions, Equipment, Physical Demands:

There is a reasonable expectation that employees in this position will be exposed to blood-borne pathogens.

Physical Demands - 

The physical demands and work environment that have been described are representative of those an employee encounters while performing the essential functions of this position. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions in accordance with the Americans with Disabilities Act.