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Patient Care Liaison

3 months ago

Buffalo, New York, United States Dent Neurologic Group LLP Full time
Position Overview

The Dent Neurologic Institute is dedicated to providing exceptional service and support to our patients. Our organizational culture is founded on four essential principles: respect, quality, productivity, and well-being. We strive to make a positive impact on the lives of our patients and colleagues alike. As part of our commitment to these values, we offer a comprehensive benefits package:

  • Work-Life Balance (no overnight shifts)
  • Medical, Dental & Vision Coverage
  • Life Insurance Options
  • 401(k) Retirement Savings Plan
  • Critical Illness, Accident, & Legal Coverage
  • Wellness Initiatives
  • Professional Development Opportunities
  • Paid Time Off
  • Paid Holidays
  • Complimentary Onsite Parking

Work Schedule: Monday to Friday, 8:00 AM - 4:30 PM

Key Responsibilities:

  • Deliver outstanding customer service in all interactions with patients, clinical support staff, management, and healthcare providers.
    1. Maintain composure and professionalism when handling inquiries.
    2. Effectively manage high call volumes.
    3. Exhibit accountability for professional conduct in the workplace.
    4. Collaborate effectively with team members.
  • Demonstrate a comprehensive understanding of Call Center policies and procedures.
    1. Direct calls to the appropriate departments and personnel.
    2. Assist patients in connecting with the right clinical resources for healthcare inquiries.
    3. Coordinate timely and accurate patient scheduling with referring providers.
    4. Update patient accounts with necessary demographic and insurance details.
    5. Manage appointment confirmations and cancellations across various specialties.
    6. Schedule neurology appointments as required.
    7. Understand and apply scheduling protocols for subspecialties and individual providers.
    8. Recognize when prior authorization is necessary for injection scheduling.
    9. Understand insurance participation, co-pays, and deductibles.
    10. Ensure confidentiality of all patient information.
    11. Facilitate on-call provider requests for hospital consultations.
    12. Support external providers with immediate access to Dent providers for urgent requests.
    13. Complete clerical tasks efficiently as directed by management.
  • Act as a vital member of the healthcare team, collaborating with physicians and other healthcare professionals.
    1. Work alongside medical secretaries, checkout staff, triage nurses, and medical assistants to ensure effective patient scheduling and needs management.
  • Achieve or surpass key performance metrics.
    1. Meet or exceed expectations for tone, accuracy, call volumes, response times, and average call durations.
    2. Consistently perform well in monthly call evaluations.
  • Engage in ongoing training and professional development.
    1. Participate in team meetings and training sessions.
    2. Review and discuss performance feedback with management.
    3. Report any errors or issues promptly to ensure quality patient care.
  • Perform additional duties as assigned.

Additional Responsibilities:

This job description is intended to provide a general overview of the responsibilities and requirements of the position. Duties and responsibilities may evolve over time.

Required Skills & Experience:

  • Ability to maintain strict confidentiality.
  • Strong verbal communication, interpersonal, and telephone skills.
  • Familiarity with medical terminology.
  • Excellent planning, organizational, and problem-solving abilities.
  • Capacity to work independently or as part of a team.
  • Willingness to work overtime as needed to meet operational demands.
  • Availability for departmental meetings, which may require early arrival or late departure.
  • Proficient in using general office equipment, including multi-line phones, computers, copiers, calculators, and fax machines.

Preferred Qualifications:

  • At least one year of experience in a call center or customer service role.

Compensation:

  • Most candidates will begin within the initial quartile of the pay range.
  • Compensation rates are based on experience.

Equal Employment Opportunity Statement:

The Dent Neurologic Institute fosters an inclusive work environment grounded in kindness and respect for all individuals. We provide equal employment opportunities to all employees and applicants, prohibiting discrimination and harassment of any kind based on race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state, or local laws. All qualified individuals are encouraged to apply and will receive fair consideration.