Clinical Liaison Registered Nurse or LPN- Infusion- Penn Medicine at Home

Responsibilities

• Ensures patient/customer satisfaction through complete and continuous measurement of satisfaction levels for all key customer groups.
• Works with Clinical Departments, UPHS Partners, Penn Medicine at Home and Suppliers to develop programs, services and change initiatives that anticipate future customer needs, build customer loyalty and generate growth.
• Positions PMAH as a leader in care in the area.
• Anticipates patient/customer physical and emotional needs and assures that they are accommodated.
• Identifies individual patient's/customer's special and diverse needs and modifies interactions to satisfy them.
• Delivers patient/customer service seamlessly across system boundaries. Takes action to make up for lapses in service.
• Ensures patient/customer/family confidentiality and respect.
• Develops and maintains a high level of knowledge and expertise in all services. Complies with identified service standards.
• Provides accurate information about Penn Medicine at Home regarding criteria for admission, available services, reimbursement criteria, and coverage under Medicare and Medicaid.
• Troubleshoots service failures.
• Develops and implements sales strategies to capture new business and at key accounts.
• Maintains communication with referral sources and continually monitors satisfaction.
• Conducts periodic meetings with referral sources on referral history and patient statistics.
• Acts as a resource to clinical staff and referral sources on home care, hospice and end of life care.

Requirements

• Driver's License
• LPN or RN
• Pennsylvania and/or New Jersey LPN or RN licensure depending on geographic location and scope of responsibilities.
• 4+ years experience
• Experience with infusion and injectable therapies (Preferred)
• Familiarity with insurance processes, including prior authorizations, benefit investigations, and payer requirements (Preferred)
• Understanding of care coordination across multiple sites and transitions of care (Preferred)
• A strong commitment to high-quality, patient-centered care, with attention to detail and follow-through (Preferred)
• Knowledge of managed care trends, payer strategies, medical policies, and pharmacy benefit managers (PBMs), or the ability to quickly develop expertise in these areas (Preferred)
• Strong communication and collaboration skills, with the ability to work effectively across clinical, operational, and payer-facing teams (Preferred)

Qualifications

• NLN accredited licensed practical nursing program, Diploma or ASN from an accredited school of Nursing, or BSN from an accredited school of nursing