Patient Liaison - Bilingual Korean

About the Role

The Patient Liaison provides direct assistance to patients, their families, staff, and management to resolve concerns, support patient rights and responsibilities, and advocate for the patient population.

Responsibilities

• Manage all functions within the waiting room, including the greeter desk.
• Provide guidance to Patient Service Representatives (PSRs) in collaboration with the PSR team lead/manager.
• Communicate front desk deficiencies to the front desk manager.
• Use a transient ThinkPad for scheduling, registration, and system access.
• Serve as the primary facilitator for all patient complaints, feedback, and compliments.
• Investigate patient feedback with the manager, team lead, or supervisor.
• Facilitate communication between the front desk and technologists regarding delays.
• Assist the manager with process improvements, focusing on office workflow from the patient’s perspective.
• Act as a patient advocate in all interactions.
• Conduct follow-ups in conjunction with the manager.
• Maintain a spreadsheet of all patient feedback (using Excel) to identify best practices and areas needing improvement.

Qualifications

• Detail-oriented with a strong sense of professionalism.
• Willingness to prioritize others’ needs over personal needs.
• Friendly demeanor and ability to handle intense customer service complaints effectively.
• Exceptional verbal and nonverbal communication skills.
• Ability to multitask in a fast-paced environment.
• Creative, innovative, and proactive in developing the role.
• Willingness to travel to different sites as needed.
• Flexible mindset; not constrained by hourly expectations.
• Demonstrates empathy, compassion, patience, and a calm demeanor.
• Highly reliable and dependable.

This role requires perseverance, flexibility, openness to new ideas, and a willingness to both educate and be educated. The ideal candidate will work positively and proactively with all individuals, maintain professionalism in all situations, and possess a sense of humor.

Pay

$18.00 - $22.00 per hour.