What are the responsibilities and job description for the Patient Liaison position at Norman Regional Health System?
Job Summary
Job Summary
- Receives and coordinates the resolution of patient / customer concerns and complaints.
- Assists staff, patients and families with patient rights issues in dealing with access to healthcare.
- Assists with the educational offerings within the organization to provide staff with service improvement.
- Co-chairs the Patient Family Advisory Council (PFAC).
- Maintains customer service records and provides reports to appropriate administrative staff.
- Evaluates concerns and complaints for potential risk concerns and forwards information to the Risk Management Department as needed.
- Communicates with patients, visitors, and others in a SEEKful manner, recognizing the balance between limiting liability and improving perceptions of NRH.
Qualifications
Education
Bachelor's degree in hospital administration, business administration, human relations, social work, nursing or equivalent; and experience in customer relations. Basic knowledge of legal and regulatory issues (compliance, HIPAA, JCAHO, Medicare / Medicaid, DHS, APS, etc.), medical terminology and procedures; admission and billing guidelines preferred.
Experience
Two (2) years' experience in customer relations or human service areas or equivalent in hospital or medical setting. Prefer that experience include expertise in complaint resolution, handling confrontations and facilitating patient / customer satisfaction, communication with individuals in varied socioeconomic groups and varied medial expertise. 6 years of experience will be accepted in lieu of a bachelor's degree.
