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Patient Care Coordinator for Pre-Surgical Services

2 months ago

SaintBrieuc, Bretagne, United States Inova Health System Full time

The Pre-Surgical Services (PSS) Patient Liaison plays a crucial role in facilitating communication and collaboration with patients and their families. This position is responsible for initiating the testing process, scheduling phone interviews, and tailoring the care experience provided by the PSS team. The Patient Liaison is essential in managing the initial patient outreach within the PSS framework while consistently meeting or surpassing departmental productivity and quality assurance benchmarks. This role adheres to established standards, guidelines, and written protocols for executing Patient Liaison duties.

Key Responsibilities

  • Exhibits exceptional communication abilities with a strong emphasis on customer service; Handles a substantial volume of scripted calls to patients while maintaining a focus on service excellence.
  • Offers comprehensive support to patients throughout the pre-surgical journey by providing relevant resources and direct contact information for further inquiries.
  • Efficiently and accurately schedules telephone interviews in accordance with established protocols; Effectively utilizes testing forms during scripted patient interactions.
  • Demonstrates familiarity with various insurance providers to identify suitable pre-operative testing locations for surgical patients.
  • Employs two identifiers to confirm patient identity for each surgical procedure; Initiates the testing form and documents all interactions in line with unit procedures and policies.
  • Meets average daily productivity targets as outlined by departmental guidelines; Follows all required scripts for greeting and interview content while maintaining a thorough understanding of available resources to assist in completing the testing form.
  • Collaborates with the team to manage over 110 incoming calls daily, successfully completing more than 90 calls each day; Schedules necessary phone interviews for each surgical procedure and/or procedures requiring anesthesia.
  • Adheres to established standards, guidelines, and written procedures for executing Patient Liaison functions.
  • Contributes to departmental performance enhancement initiatives and assists in data collection to support quality improvement efforts.
  • Engages with the Pre-Surgical Services (PSS) team and other hospital departments, remaining receptive to feedback and suggestions to identify areas for enhancement. Recognizes unit/department goals and fosters the culture of Inova Health System.
  • Actively seeks collaboration with PSS department members to enhance knowledge and validate departmental guidelines and procedures.
  • Works collaboratively with team members to ensure all elements are completed for the patient chart 48 hours prior to scheduled surgeries.
  • May undertake additional responsibilities 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