Patient Liaison

Responsibilities

Job Summary:

The purpose of this position is to provide direct assistance to patients, their families, staff and

management, with the resolution of concerns, as well as support the rights and responsibilities and

personal interests of the patient population in general.

Job Function and Responsibility

 Responsible for all functions that place in the waiting room itself (greeter desk included).

 Some authority over the PSR’s in conjunction with the PSR team lead/manager.

 Responsible for communicating deficiencies at the front desk to front desk manager.

 Required to carry a transient ThinkPad needed for scheduling, registration, access to systems.

 Primary facilitator of all patient complaints, feedback, and compliments.

 The person will investigate patient feedback with manager, team lead supervisor.

 Responsible for communication between front desk and technologists regarding delays.

 Assist manager with process improvement (office workflow from patient point of view).

 This employee is working for and on the behalf of the patient.

 Responsible for follow-up in conjunction with manager.

 Keep spreadsheet of all patient feedback (Excel) in efforts to identify areas of best practice,

areas requiring immediate attention and/or improvement.

Qualifications/Expectations

 Detail oriented.

 Extremely professional.

 Willing to put other people’s needs before their own personal needs.

 Must have a friendly demeanor.

 Must be able to handle intense customer service complaints without issue.

 Incredible communication skills (verbal and nonverbal).

 Able to multi-task.

 Must be creative, innovative and help in the development of this position.

 Must be willing to travel to different sites.

 Person must not be constrained by an hourly position, must be flexible.

 Must exhibit great empathy and compassion.

 Must have a great deal of patience along with a calm demeanor.

 Must be extremely reliable.

Goal: It is imperative that this individual shows perseverance, flexibility, openness to new ideas and

ways of working. Have a willingness to educate as well as be educated, demonstrate the ability to work

positively and proactively with all people encountered, have a sense of humor and to remain

professional at all times and in all situations.

#PSRMS