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Patient Liaison

3 months ago

Chicago, United States Midwest Orthopaedics at Rush Full time
It's the people that make the difference.Are you ready to make your impact?

Midwest Orthopaedics at Rush is nationally recognized as a leader in comprehensive orthopedic services.The Orthopedic Program at Rush University Medical Center is ranked 5th in Orthopedics by U.S. News and World Report.Founded in 2003, MOR is comprised of internationally-renowned Orthopedic and Spine surgeons who pioneer the latest advances in technology and surgical techniques to improve the lives and activity levels of patients around the world.MOR doctors are the official team physicians for the Chicago White Sox, Chicago Bulls, Chicago Fire Soccer Club and DePaul University Athletics.

Ready to join in? We are looking for a Patient Liaison to be based at the outpatient clinic in Chicago, Illinois. Potential candidate must provide professional, friendly and compassionate service to all patients and staff. This polished individual is the direct point of contact at the reception desks; facilitates the smooth operations of customer service by responding to inquiries from patients and staff in a timely manner.

Essential Duties and Responsibilities include the following. Other duties may be assigned.

  • Maintains the highest level possible of customer service standard while performing daily task, status updates, answering phones, etc.
  • Provides information regarding patient location and status; screens visitors to ensure corporate compliance with privacy requests.
  • Answers phone calls, transfers calls to appropriate person/department, and answer questions regarding directions to campus as well as other related inquiries.
  • Facilitates relevant information from clinical participants to appropriate patients.
  • Scan patients documentations into EMR system as well as assist with patients need of medical records.
  • Collects patient payment for outstanding balance or and images.
  • Determine patient needs by using active listening skills and provide information. Use available options for patients to make an informed decision regarding their visit.
  • Directs/escorts patients and visitors to proper floors/areas/sections.
  • Helps facilitate the flow of visitors to appropriate waiting area or other service location.
  • Resolve customer concerns by recognizing a state of confusion or anxiety and offering service initiatives that include information, solutions, amenities, service recoveries; engage in first phase of problem resolution regarding patient complaints.
  • Knows when and how to contact internal department resources for assistance (security, housekeeping, management, admins, etc.).
  • Provides certain amenities and comfort to the patients that include, but not limited to, the maintenance of a clean and orderly environment, reading material such as magazines, etc.
  • Embrace coaching and training as an aid to meeting personal, departmental, and organizational goals.
  • Participates and completes all in-service training and continuing education programs.
  • Willingly and cheerfully completes other duties as assigned.
  • Act as Concierge when assigned to this role, providing all essential needs a patient may need such as wheelchair assistant from the transporters, etc.
  • Works well with the physicians and their staff to ensure a great patient experience for every patient.
Education and/or Experience
  • High school diploma or general education degree (GED)
  • 5 years of Customer Service experience required.
  • Medical office experience preferred.


Our employees make the difference in our patients' lives, and we value their contributions. Midwest Orthopaedics at Rush offers a comprehensive compensation and benefits package and an opportunity to grow and develop your career with an industry leader. Come see what we're all about. Equal Opportunity Employer.