Patient Liaison

Heritage Medical Associates • Nashville, TN

1d • Onsite

About The Position

The New Patient Liaison provides a high level of customer service while answering and appropriately routing calls from new patients and staff. The role requires a pleasant, patient, and helpful manner that reflects the organization’s quality care standards. The liaison also maintains documentation and reports to monitor the intake process and recommend improvements.

This is a full-time position at the Highwoods Corporate Office in West End, downtown Nashville. The schedule is 40 hours per week, Monday through Friday, with eight-hour daily shifts. The employee may choose a 7:30 a.m. or 8:00 a.m. start time and a 30-minute or one-hour lunch. Reliable and consistent attendance is required. The position reports to the Manager of Population Health and has no supervisory responsibilities. An experienced medical office professional with strong patient appointment-scheduling and health-insurance experience may be considered.

Requirements

• High school education or equivalent.
• At least one year of customer service experience in a medical office or call center.
• Computer skills; Windows 7 or higher is preferred.
• Proficiency in Microsoft Office Suite, especially accurate data entry into MS Excel spreadsheets.
• Typing accuracy of at least 35 words per minute; a test will be given.
• Working knowledge of health insurance.
• Provide attentive, outstanding customer service, listen effectively, communicate clearly, and use a professional and positive tone of voice.
• Good telephone etiquette and the ability to handle customer complaints tactfully and diplomatically.
• Ability to work responsibly with or without direct supervision.
• Strong organizational, follow-through, and time-management skills.
• Ability to establish and maintain effective working relationships with patients, medical staff, and the public.
• Strong oral and written communication skills.
• Attention to detail and accurate data input; skill in maintaining records.
• Ability to adapt to changes in workload and work locations.
• Ability to safeguard sensitive and confidential company information, including patient PHI.
• Ability to maintain quality-control standards, recognize problems, and recommend solutions.
• Ability to interpret, adapt, and apply guidelines and procedures, and follow company and clinic policies.
• Predictable and consistent attendance and compliance with attendance policies.
• Able to stand or walk for 8 to 10 hours a day; regularly walk, bend, push, pull, twist, and lift; and lift at least 10–15 pounds.

Nice To Haves

• Healthcare call center experience preferred.
• Windows 7 or higher computer skills preferred.
• Experienced medical office professional with strong patient appointment-scheduling and health-insurance experience may be considered.

Responsibilities

• Answer incoming calls for appointment requests and promptly return patient messages.
• Respond to, resolve, and track appointment requests received through other channels, including the Heritage Medical Associates website and Health Partners.
• Determine the appropriate location, specialty, and physician for new-patient scheduling based on patient and physician needs.
• Track initial and follow-up patient contacts throughout the intake process in Excel, referencing the practice management software.
• Create and maintain tracking reports.
• Assist with other duties and projects as assigned.
• Maintain a clean and orderly work area.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: High school or GED