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Company Name : Inova Health System
Location : Fairfax, VA 22033
Position : PSS Patient Liaison
Job Description : As a Pre-Surgical Services (PSS) Patient Liaison, you will communicate effectively and work cooperatively with patients and their families to initiate the testing form, schedule phone interviews and personalize care provided by the PSS team. To help achieve our mission, you will initiate and implement the process required for initial patient contact in the PSS process. Your ability to meet or exceed department productivity and quality assurance performance standards is of vital importance. Utilizing standards, guidelines and written procedures for performing Patient Liaison functions is essential. Communicating effectively and working cooperatively with others while having respect for and an understanding of all disciplines who interact with PSS is required.
Job Responsibilities
Demonstrates strong communication skills with a specific focus on customer service. Demonstrates the ability to complete a high volume of scripted calls to patients while maintaining customer service focus.
Utilizes testing forms effectively during scripted patient phone calls.
Demonstrates a commitment to provide patients with support throughout the pre-surgical process by providing appropriate resources to patients and providing individual phone numbers for additional questions.
Demonstrates the ability to schedule telephone interviews efficiently and accurately by following established guidelines.
Demonstrates knowledge of the role and necessity for testing form. 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.
Maintains consistent high quality performance.
Demonstrates the ability to work 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.
Assists with data collection in support of quality performance improvement initiatives.
Effectively 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.
Demonstrates the ability to work cooperatively with team members to assist in completing the elements required for the complete chart 48 hours prior to days of scheduled surgeries.
Additional Requirements
High School or GED
Able to communicate effectively and professionally on the phone.
Able to to type/enter data.
Able to read/spell correct diagnosis, procedures, and patient names.
Fulltime M-F Day Shift
As a Pre-Surgical Services (PSS) Patient Liaison, you will communicate effectively and work cooperatively with patients and their families to initiate the testing form, schedule phone interviews and personalize care provided by the PSS team. To help achieve our mission, you will initiate and implement the process required for initial patient contact in the PSS process. Your ability to meet or exceed department productivity and quality assurance performance standards is of vital importance. Utilizing standards, guidelines and written procedures for performing Patient Liaison functions is essential. Communicating effectively and working cooperatively with others while having respect for and an understanding of all disciplines who interact with PSS is required.
Job Responsibilities
Demonstrates strong communication skills with a specific focus on customer service. Demonstrates the ability to complete a high volume of scripted calls to patients while maintaining customer service focus.
Utilizes testing forms effectively during scripted patient phone calls.
Demonstrates a commitment to provide patients with support throughout the pre-surgical process by providing appropriate resources to patients and providing individual phone numbers for additional questions.
Demonstrates the ability to schedule telephone interviews efficiently and accurately by following established guidelines.
Demonstrates knowledge of the role and necessity for testing form. 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.
Maintains consistent high quality performance.
Demonstrates the ability to work 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.
Assists with data collection in support of quality performance improvement initiatives.
Effectively 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.
Demonstrates the ability to work cooperatively with team members to assist in completing the elements required for the complete chart 48 hours prior to days of scheduled surgeries.
Additional Requirements
High School or GED
Able to communicate effectively and professionally on the phone.
Able to to type/enter data.
Able to read/spell correct diagnosis, procedures, and patient names.
Fulltime M-F Day Shift
This post is listed Under Virginia jobs
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