What are the responsibilities and job description for the PSS Patient Liaison position at Inova Health System?
The Pre-Surgical Services (PSS) Patient Liaison communicates effectively and works cooperatively with patients and their families to initiate the testing form, schedule phone interviews and personalize care provided by the PSS team. Initiates and implement the process required for initial patient contact in the PSS process and meets or exceeds department productivity and quality assurance performance standards. Utilizes standards, guidelines and written procedures for performing Patient Liaison function.
Job Responsibilities
- Demonstrates strong communication skills with a specific focus on customer service; Completes a high volume of scripted calls to patients while maintaining customer service focus.
- Provides patients with support throughout the pre-surgical process by providing appropriate resources to patients and providing individual phone numbers for additional questions.
- Schedules telephone interviews efficiently and accurately by following established guidelines; Utilizes testing forms effectively during scripted patient phone calls.
- Demonstrates knowledge of insurance carriers to determine appropriate pre-operative testing sites for surgical patients.
- Utilizes two identifiers to verify patient identity with each surgical procedure; Initiates the testing form and documents appropriately according to unit procedures and policies.
- Achieves average daily productivity standards as set by department policy; Adheres to all established scripts for greeting/interview content required while demonstrating ongoing knowledge of all appropriate resources utilized to assist in the completion of the testing form.
- Works with the team to manage over 110 received calls daily while completing over 90 calls daily; Schedules phone interviews required for each surgical procedure and/or procedure requiring anesthesia.
- Utilizes standards, guidelines and written procedures for performing Patient Liaison functions.
- Supports department performance improvement initiatives and assists with data collection in support of quality performance improvement initiatives.
- Communicates with the Pre-Surgical Services (PSS) team and other hospital departments while remaining open to feedback and suggestions in order to identify opportunities for improvement. Identifies unit/department goals and supports the culture of Inova Health System.
- Identifies and actively seeks members of the PSS department as resources to increase knowledge and seek validation of department guidelines and procedures.
- Works cooperatively with team members to assist in completing the elements required for the complete chart 48 hours prior to days of scheduled surgeries.
- May perform additional duties as assigned.
Additional Requirements
Education - High School diploma or equivalent
Inova Benefits and Perks:
- Health, Vision, and Dental Coverage
- Tuition reimbursement and Educational Assistance
- Student loan assistance - up to $10,000!
- State-of-the-art medical and training facilities
- Paid parental leave for birth/adoption of a child
- Retirement benefits with match from day one
- Free Parking to all employees
- Exclusive savings opportunities to in-store events, theme parks, discounts, movie tickets and local offerings and so much more!
See Full List of Benefits Here: 2023 INOVA BENEFITS GUIDE
As a recipient of federal financial assistance, Inova Health System (“Inova”) does not exclude, deny benefits to, or otherwise discriminate against any person on the basis of race, color, national origin, sex, sexual orientation, disability, or age in admission to, participation in, or receipt of the services or benefits under any of its programs or activities, whether carried out by Inova directly or through a contractor or any other entity with which Inova arranges to carry out its programs and activities.
This policy is in accordance with the provisions of Title VI of the Civil Rights Act of 1964, Section 504 of the Rehabilitation Act of 1973, the Age Discrimination Act of 1975, Section 1557 of the Affordable Care Act, and regulations of the U.S. Department of Health and Human Services issued pursuant to these statutes at 45 C.F.R. Parts 80, 84, 91 and 92, respectively.
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