Patient Liaison

RadNet•New York, NY

1d•Onsite

About The Position

The Patient Liaison is responsible for providing direct assistance to patients, their families, staff and management, with the resolution of concerns, as well as supports the rights and responsibilities and personal interests of the patient population in general. This role involves managing the waiting room, triaging patients, handling patient feedback, and facilitating communication between staff and patients regarding delays. The position also contributes to process improvement initiatives from a patient's perspective.

Requirements

Detail-oriented.
Extremely professional at all times and in all situations.
Willing to put other people’s needs before their own personal needs.
Must have a friendly demeanor, healthy rapport with team members and colleagues.
Superior interpersonal skills are a must.
Must be able to handle intense customer service complaints without issue.
Incredible communication skills (verbal and nonverbal).
Able to multi-task (within reason).
Must have good problem solving ability, make quick decisions, and display sound judgment.
Must be creative, innovative and help in the development of this position.
Must be flexible.
Must exhibit great empathy and compassion for both internal and external customers alike.
Must have a great deal of patience along with a calm demeanor.
Must be extremely reliable, dependable, and self-motivated.
Professional business attire and lab coat preferred.

Responsibilities

Responsible for all functions that take place in the waiting room itself (podium desk included).
Manages sign in sheet.
Triage patients to PSR’s according to appointment times or needs.
Establishes the reason for patients visit.
General assistance of patient’s needs in the waiting room.
Expedites late arrivals judiciously in conjunction with PSR’s and Technologist staff.
Responsible for communicating deficiencies at the front desk to front desk manager.
Required to carry a transient ThinkPad/Laptop/computer needed for access to systems.
Primary facilitator of all patient complaints, feedback, and compliments in waiting room.
First point of contact for patient feedback compliment or complaints.
Provides proper communication regarding feedback.
Provides reasonable resolution for customer complaint with assistance as needed.
Finds variable options and solutions for patient if original request cannot be met.
Investigates patient feedback with manager, team lead supervisor.
Responsible for communication between PSR’s, technologists, and patients regarding delays.
Creates realistic options for patients experiencing delays.
Effectively communicates with modalities regarding delays longer than 15 minutes.
Assists manager with process improvement (office workflow from patient point of view).
Responsible for follow-up in conjunction with manager for all patient feedback.
Identifies areas of best practice, areas requiring immediate attention, and/or improvement.
Communicates, cooperates, and consistently functions professionally and harmoniously with all levels of supervision, co-workers, patients, visitors, vendors as well as referring physicians and their staff.
Demonstrates initiative, personal awareness, professionalism and integrity, and exercise confidentiality in all areas of performance.
Attends all meetings and trainings as requested.
Follows OSHA regulations, RadNet and site protocols, policies and procedures.
Follows HIPAA, compliance, privacy, safety and confidentiality standards at all times.
Practices universal safety precautions.
Promotes good public relations on the phone and in person.
Adapts and is willing to learn new tasks, methods, and systems.
Reports to work regularly as scheduled; consistently punctual with respect to working hours and lunch schedules, and maintains satisfactory personal attendance in accordance with RadNet guidelines.
Completes job responsibilities in a quality and timely manner.