Patient Family Liaison

About the role

The Patient Family Liaison plays a crucial role in Chapters Health System by connecting patients, families, and community partners to the system's services. This position is dedicated to ensuring that patients and families are appropriately connected to clinical, social, and community resources.

Responsibilities

• Receive referrals and appointments for patient and family meetings
• Forward referrals to Care Access Coordinators to enter into EMR
• Collaborate with the admission and sales teams while supporting patient, family, and referral partner’s needs
• Effectively communicate the benefits of the service lines to patients, families, and partners
• Explain hospice services and philosophy of care, assessing patients and families' goals
• May obtain consents
• Conduct assigned visits as determined by the Care Connect Department
• Communicate with Nurse about the outcomes of meetings regarding patient/family goals of care, anticipated discharge dates, location, and any other factors impacting hospice admission
• Follow-up with Nurse or Social Worker regarding discharge plans
• Maintain good records, including outcome of patient family meetings through regular use of EMR and assigned reports
• Document follow-up plans in collaboration with or as directed by Nurse
• Maintain a high level of urgency in responding to customer needs
• Establish and maintain professional relationships between Chapters Health System, its hospice affiliates, and community partners
• Perform other duties as assigned

Qualifications

• High school diploma or equivalent required; Associate or Bachelor’s degree preferred
• Minimum of two (2) years’ experience in medical, home health, hospice, social work or sales
• CNA, MA, or LPN certification or other relevant certification preferred
• Strong knowledge of the Medicare hospice benefit including eligibility requirements, levels of care, services provided, and reimbursement of services
• Strong communication skills (verbal and written)
• Ability to work in a fast-paced environment
• Excellent customer service focus
• Detail oriented
• Ability to multitask and prioritize
• Able to manage physical demands and emotional stress of workload
• Strong goal/outcome orientation with exceptional time-management skills
• Mobile Driver - Valid driver’s license and automobile insurance per Company policy
• Reliable transportation to meet schedule

Compensation

Pay Range: $46,367.42 - $69,013.27

This position requires consent to drug and/or alcohol testing after a conditional offer of employment is made, as well as on-going compliance with the Drug-Free Workplace Policy. All Chapters Health System employees performing services for Florida affiliates are submitted through the Florida Care Provider Background Screening Clearinghouse to verify eligibility after a conditional offer of employment is made as well as ongoing eligibility. For more information, please visit https://info.flclearinghouse.com/.