Patient Liaison

Responsibilities

• Provides direct assistance to patients, their families, staff and management, with the resolution of concerns.
• Supports the rights and responsibilities and personal interests of the patient population in general.
• Manages sign in sheet.
• Triage patients to PSR’s according to appointment times or needs.
• Establishes the reason for patients’ visits.
• General assistance of patient’s needs in the waiting room.
• Expedites late arrivals judiciously in conjunction with PSR’s and Technologist staff.
• Communicates deficiencies at the front desk to front desk manager.
• Carries a transient ThinkPad/Laptop/computer needed for access to systems.
• Facilitates all patient complaints, feedback, and compliments in the waiting room.
• First point of contact for patient feedback, compliments, or complaints.
• Provides proper communication regarding feedback.
• Provides reasonable resolution for customer complaints 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.
• Communicates 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.
• Aids manager with process improvement (office workflow from patient point of view).
• Follows up in conjunction with manager for all patient feedback.
• Identifies areas of best practice, areas requiring immediate attention, and/or improvement.

Minimum Qualifications, Education And Experience

• 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.

Quality Standards

• 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.
• 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.

Physical Demands

• This position often requires sitting, standing, walking, bending, twisting, reaching with hands and arms, using hands and fingers, handling, or feeling, speaking, listening, and high-level cognitive thinking.
• Also, must be able to lift up to 50 pounds occasionally.
• The position requires the ability to travel, drive a vehicle, and utilize other forms of transportation.

Working Environment

• An office setting associated with patient care areas and environments.

Pay Range

$17.00 - $25.00 Per Hour