Summary:
The New Patient Liaison assists new patients in establishing care at North Olympic Healthcare Network. The position will be an integral member of the Outreach and Communications team as the first point of contact with people learning about our Mission and Vision for all people seeking to establish care at NOHN. The New Patient Liaison will educate patients on the unique characteristics of a Patient-Centered Medical Home by introducing them to the whole-person array of services offered to NOHN patients. The Liaison will speed and ease the process of new patient registration by also being able to perform the specifics of registration and scheduling new patients. The Liaison will work closely with our Quality Department to identify and welcome new patients on managed care organizations (MCO) through efficient management of MCO rosters.
Essential Duties and Responsibilities:
Educates potential patients on all services provided at NOHN, including Behavioral Health, Dental, Lab, etc.
Manages MCO rosters regarding patients assigned to NOHN who need to establish care as new patients
Explains the Sliding Fee Discount program and connects patient with Financial Counselor if needed
Complete and accurate registration in EPIC including MyChart sign-up
Assists patient with completion of Health History and provides to clinical staff
Schedules first appointment with primary care provider
Assesses need for possible engagement with Community Resource Navigator
Provides necessary transportation assistance if needed for first appointment
Assists with Urgent New Patient process and serves as the patient’s liaison through this process
All other duties as assigned
Operational Excellence
Uses professional skills to the best of their ability
Provides a positive patient-centered experience for every patient
Considers safety of patients and works to help provide a safe environment
Maintains a current up-to-date knowledge of new policies and procedures
Works to create an efficient, highly productive environment utilizing LEAN methodology
Relationship Management
Develops excellent rapport with those seeking to establish care
Works collaboratively with all staff, providers, and leadership
Engages others as part of a team-oriented philosophy
Qualifications:
Education: High School Graduate or GED Equivalent.
Experience:
Previous customer service experience required
Previous experience in a medical clinic preferred
Possess a professional, cheerful attitude and create a positive first impression
EPIC Experience preferred
Skills:
Ability to accurately record and transmit detailed information
Ability to communicate well with others through written and verbal interpersonal communication
Ability to perform routine assignments independently
Possess basic computer skill and knowledge
Demonstrate attention to detail and organizational skill
Ability to multi-task
Uphold the mission, values, and principles of the organization
Create and maintain a positive, team-based culture
Language: English speaking. Bilingual in Spanish preferred.
Physical Demands:
Some standing, sitting, bending, occasional lifting for up to 20 lbs.
Use hands and fingers to continually manipulate a keyboard.
Must be able to verbally communicate and hear.
Viewing the computer for 8 hours.
Normal accessibility and mobility throughout the region required.
Normal overtime/extended work hours.
Work Environment:
Benefits:
Medical, Vision, and Dental coverage, 4% 401k Contribution, $50 a month HRA contribution to be used towards qualifying medical expenses, Paid Time Off (PTO) plus paid holidays.
Equal Opportunity Employer:
North Olympic Healthcare Network is an equal opportunity employer (EOE). All applicants will receive equal consideration for employment without regard to age, race, color, national origin or ancestry, ethnicity, family or marital status, sex, genetic information, disability, creed, religion, citizenship, socio-economic status, military or veteran status, or any other characteristic protected under applicable federal, state, or local law.
