PFL

Chapters Health System•Aldie, VA

12d•$25 - $37

About The Position

The Patient Family Liaison presents Chapters Health System’s services to patients, families, and community partners and helps ensure families are appropriately connected to clinical, social, and community resources. The role works closely with admission and sales teams and responds to referrals and requests for patient and family meetings. The Liaison explains hospice services and philosophy of care, discusses service-line benefits, assesses patient and family goals, and may obtain consents. The position conducts assigned visits, communicates meeting outcomes and relevant care or discharge information to nurses, and follows up with nurses or social workers regarding discharge plans. It also maintains records in the electronic medical record and assigned reports, documents follow-up plans, and builds professional relationships with hospice affiliates and community partners. The role requires a high level of customer service, urgency, communication, organization, and professional conduct. A valid driver’s license, automobile insurance in accordance with company policy, and reliable transportation are required. Compensation is listed as $24.52–$36.50. Employment is contingent on consent to drug and/or alcohol testing after a conditional offer and, for services to Florida affiliates, background-screening eligibility and ongoing compliance.

Requirements

High school diploma or equivalent required.
Minimum of 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 work schedule.
Satisfactory completion of 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, background-screening eligibility 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, 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 obtain consents when appropriate.
Conduct assigned visits as determined by the Care Connect Department.
Communicate with nurses about meeting outcomes, patient and family goals of care, anticipated discharge dates, location, and other factors affecting hospice admission.
Follow up with nurses or social workers 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 a 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.
Represent the company professionally and comply with applicable regulations, company policies, safety and security practices, and confidentiality requirements.
Use resources responsibly, participate in performance improvement and quality activities as appropriate, develop professional knowledge and electronic media skills, support research and educational activities, and share expertise with coworkers.
Perform other duties as assigned.