Patient Liaison

Job Description

Job Description

Position Summary

The Patient Access Representative (PAR) position is a multi-tiered role responsible for facilitating the patient experience at Ocean Health Initiatives. This role encompasses a range of patient-facing and administrative duties, from initial registration and greeting patients to financial screening, scheduling, and supporting the broader clinical operations. Depending on the tier, responsibilities may include verifying patient information, determining financial eligibility, collecting documentation for billing, assisting with insurance and public assistance programs, and providing general administrative support to clinical teams. PAR is an integral part of ensuring efficient patient flow, high-quality customer service, and adherence to regulatory and organizational standards.

The tiered structure allows for growth and development within the role, with each level progressively increasing in responsibility. Employees will be trained to handle complex financial and administrative tasks, work closely with patients to address their needs, and support clinical operations under the guidance of practice leadership.

General Responsibilities

• Professionalism & Patient Interaction : Maintain a respectful, caring, and professional attitude at all times when engaging with patients, staff, and visitors. Introduce yourself to patients, provide clear communication, and respond promptly to patient requests and concerns, ensuring a positive experience throughout their visit. Promote patient satisfaction and contribute to a supportive, collaborative environment.
• Patient Flow & Registration : Efficiently manage the patient flow process, ensuring smooth transitions from registration to discharge. Complete all necessary patient information accurately in EMR, including personal details, emergency contacts, insurance data, and UDS reporting measures. Collect and process co-pays and outstanding balances, ensure accurate payment documentation, and assist patients in resolving financial matters, including payment plans or sliding fee scales as needed.
• Payment & Cash Handling : Reconcile daily cash and credit card collections with Athenahealth reports, prepare daily deposits, and adhere to cashbox reconciliation protocols. Ensure that all transactions are documented accurately and securely and maintain proper financial records in accordance with company policies.
• Compliance & Reporting : Adhere to all OHI policies, corporate compliance standards, and industry regulations. Complete mandatory in-services, participate in required meetings, and ensure adherence to confidentiality and infection control practices. Report incidents, unusual occurrences, and any concerns related to patient care or staff performance to the appropriate management staff in a timely manner.
• Performance & Accountability : Ensure that individual performance meets the established goals and key performance indicators (KPIs) for the role. Maintain a passing scorecard score of 80% or higher and work toward achieving departmental and organizational goals. Track and update tasks on project management tools (e.g., Monday.com) for transparency and accountability. Regularly monitor performance and adjust as needed to meet team goals.
• Team Collaboration & Support : Support the Patient Access Representative (PAR) team and other departments by providing assistance with daily responsibilities as needed, particularly during high-volume periods. Contribute to the achievement of team goals and performance metrics. Maintain an organized and efficient work environment to ensure smooth patient care and operational efficiency.
• Other Duties as Assigned : As a flexible member of the team, take on additional responsibilities as needed to ensure the efficient operation of the facility and a positive patient experience.

Patient Liaison Specific Duties

Education / Experience / Licensure