PFL

Chapters Health System•Aldie, VA

12d•$51,004 - $75,915

About The Position

The Patient Family Liaison presents Chapters Health System’s services to patients, families, and community partners, and works with families to connect them with appropriate clinical, social, and community resources. The role collaborates with admission and sales teams, nurses, social workers, Care Access Coordinators, and referral partners to support patient and family needs and hospice admissions. The liaison explains hospice services and philosophy of care, assesses patient and family goals, conducts assigned meetings and visits, and communicates meeting outcomes and relevant care or discharge information to the appropriate clinical staff. The position maintains records and follow-up plans in the EMR and assigned reports, responds urgently to customer needs, and builds professional relationships with community partners. The role may obtain consents and includes other duties as assigned.

Requirements

High school diploma or equivalent required.
At least two years of experience in medical care, 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.
Excellent customer service focus.
Detail oriented, with the 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.

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 and forward referrals to Care Access Coordinators for entry into the EMR.
Work collaboratively with admission and sales teams to support patients, families, and referral partners.
Communicate the benefits of service lines to patients, families, and partners; explain hospice services and philosophy of care; assess patient and family goals; and potentially obtain consents.
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 using the EMR and assigned reports, and 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 provide services in compliance with applicable government regulations, Company policies, and health, safety, security, and confidentiality practices.
Use resources responsibly; participate in community and professional organizations, performance improvement, quality assessment, research, and educational activities; develop professional knowledge and electronic media skills; and share expertise with coworkers.