PFL

Capital Caring•Aldie, VA

11d

About The Position

The Patient Family Liaison presents Chapters Health System’s services to patients, families, and community partners and helps connect families with appropriate clinical, social, and community resources. The role works collaboratively with admission and sales teams and supports the needs of patients, families, and referral partners. It explains hospice services and the philosophy of care, assesses patient and family goals, and may obtain consents. The liaison conducts assigned visits, communicates meeting outcomes and relevant care or discharge information to nurses, and maintains records and follow-up plans in the electronic medical record (EMR). The position also develops and maintains professional relationships with community partners and responds urgently to customer needs. The position requires a high school diploma or equivalent and at least two years of experience in medical, home health, hospice, social work, or sales. An associate or bachelor’s degree and relevant clinical certifications are preferred. A valid driver’s license, automobile insurance meeting company policy, and reliable transportation are required. Employees must meet the position’s competency requirements and comply with applicable regulations, company policies, confidentiality requirements, and workplace safety and security practices. Compensation pay range: $51,004.16–$75,914.59. A conditional offer is subject to consent to drug and/or alcohol testing, and employees must maintain ongoing compliance with the Drug-Free Workplace Policy. Employees providing services for Florida affiliates are subject to background screening and ongoing eligibility verification through the Florida Care Provider Background Screening Clearinghouse.

Requirements

High school diploma or equivalent required.
At least two years of experience in medical, home health, hospice, social work, or sales.
Experience providing information to families and patients.
Strong knowledge of the Medicare hospice benefit, including eligibility requirements, levels of care, services provided, and reimbursement of services.
Ability to work in a fast-paced environment.
Strong verbal and written communication skills.
Ability to learn the company’s lines of services.
Strong customer service focus.
Attention to detail.
Ability to multitask and prioritize.
Ability to present oneself professionally.
Ability to manage the physical demands and emotional stress of the workload.
Strong goal and outcome orientation with exceptional time-management skills.
Valid driver’s license and automobile insurance in accordance with company policy.
Reliable transportation to meet the schedule.
Satisfactorily complete competency requirements for the position.
Consent to drug and/or alcohol testing after a conditional offer and ongoing compliance with the Drug-Free Workplace Policy.
For employees performing services for Florida affiliates, eligibility verification through the Florida Care Provider Background Screening Clearinghouse after a conditional offer and ongoing eligibility.

Nice To Haves

Associate or bachelor’s degree.
CNA, MA, LPN, or other relevant certification.

Responsibilities

Receive referrals and appointments for patient and family meetings.
Forward referrals to Care Access Coordinators for entry into the EMR.
Work collaboratively with admission and sales teams to support patient, family, and referral partner needs.
Communicate the benefits of service lines to patients, families, and partners.
Explain hospice services and philosophy of care and assess patient and family goals.
Obtain consents when applicable.
Conduct assigned visits as determined by the Care Connect Department.
Communicate meeting outcomes, patient and family goals of care, anticipated discharge dates, location, and other factors affecting hospice admission to the nurse.
Follow up with the nurse or social worker regarding discharge plans.
Maintain records of patient and family meeting outcomes through regular use of the EMR and assigned reports.
Document follow-up plans in collaboration with or as directed by the nurse.
Respond to customer needs with a high level of urgency.
Establish and maintain professional relationships between Chapters Health System, its hospice affiliates, and community partners, including hospitals, physicians, long-term care facilities, and assisted living facilities where applicable.
Perform other duties as assigned.
Represent the company professionally and comply with government regulations, company policies, and standard practices.
Maintain confidentiality and observe company health, safety, and security practices.
Use resources responsibly and participate in community and professional organizations.
Participate in performance improvement and Quality Assessment and Performance Improvement activities as appropriate.
Develop professional knowledge and skills, advance electronic media skills, support company research and educational activities, and share expertise with coworkers.