Patient Liaison

Christie Clinic is seeking a full-time team member to provide Patient Liaison services, Monday-Friday 8:00am-5:00pm. Duties include serving as the Clinic Liaison, receiving, mediating and managing patient complaints/compliments (recovery opportunities) involving clinic visits and/or provider relationships. An extension of this service would include providing patient service and education of appropriate community resources to assist patients in maximizing their healthcare experience at Christie and other community health care organizations.

Experience in an administrative health care position, medical terminology and coding knowledge strongly preferred. Outstanding customer service and computer skills required.

TYPICAL PHYSICAL DEMANDS:

Demands include sitting, standing, walking, bending, stooping, stretching, lifting and the ability to do 1 flight of stairs.  Hearing within, or correctable to, normal range, vision correctable to 20/20 and manual dexterity for the operation of office equipment is required.

TYPICAL WORKING CONDITIONS:

Work is performed in a normal office setting and involves interaction with a variety of individuals.         

JOB DUTIES: 

• Receive and manage patient complaints a/k/a recovery opportunities by following up with the involved departments or physicians, sending a letter to the patient or patient’s family member thanking them for the input, logging the report, requesting a narrative from the provider or department coordinator or manager at the Patient Liaison’s discretion and finally closing the matter with a follow-up to the patient or patient’s family member. 
• Provide additional follow-up to inquiries resulting from patients who have been released from Christie Clinic for future care.
• Participate in committees as requested.
• Develop and ensure efficient processes for managing and documenting all patient complaint-related initiatives and activities.
• Develop and recommend annual patient liaison work plans and report conclusions and recommendations to the In House Counsel and Director of Quality Services.
• Work with appropriate departments to communicate patient liaison initiatives including written materials and training programs as well as process improvement initiatives.
• Obtain advice, counsel, and information and foster cooperative efforts with management and staff as appropriate, such as In House Counsel, Chief Medical Director, other Leadership Team Members, Medical Staff, Security, and Human Resources.
• Support and participate in Christie quality improvement initiatives.
• Serve as the champion for the patient in times when the patient care process fails. Be the safety net when health care resources or community resources must be used to affect the win-win when a patient need is identified.
• Serve as an educational resource and support for physicians, leadership and staff in establishing an environment of proactive service recovery efforts.
• Identify systems related problems via patient/visitor data and work collaboratively with physicians, leadership and staff to resolve. Conduct monthly accountability and variance analysis of patient concerns for presentation to Pre-HOPR Meetings.
• Serve as a role model for customer service.
• Work closely with quality, risk management and other departments in promoting performance improvement activities and reducing liability through prompt and caring resolution of patient/family issues.
• Perform related work as required.