Patient Liaison Scheduler - Northern Virginia - Hamaker Court

About the role

The Patient Liaison Scheduler will create a customer-focused environment to cater to the unique needs of the patients in Dermatology. Will act as a liaison between staff and families to coordinate and provide non-medical services (i.e., hospital tours, clinic appointment visits, hotels, restaurants, general support, etc.), creating a patient-centered experience. Schedules, pre-certifies, verifies and documents procedure for Children's Hospital Division of Dermatology. Works with parents, referring provider offices, and other Children's National departments to schedule patients in a timely manner. Assures that registrations and insurance information are correct.

Responsibilities

• Act as a liaison between community physicians, Children's National Staff and families to ensure medical appointments, records, and test results, etc. are properly arranged and trouble shoots as necessary.
• Work with Community Physician Liaison/PR & Marketing to ensure community physicians needs are being met and work with Physician Liaison/PR & Marketing to establish methods for meeting those needs.
• Act as a point of contact for referring families to help coordinate appointments, provide driving directions, assist with transportation arrangements and help families navigate through Children's National.
• Monitor and present customer satisfaction surveys and data.
• Ensure the highest level of customer service for families and vendors by coordinating all non-medical arrangements such as hotels, transportation, directions, restaurant menus, etc. to ensure a smooth and easy process when visiting Children's National.
• Serve as the primary point of contact for patients and families regarding non-clinical aspects of the patient experience.
• Meet patients and families at their first visit and escort them to the clinic.
• Assure that a registration for the appointments and diagnostics are in Cerner, STAR, and MADAMS systems at least two days prior to date of procedure or clinic visit.
• Confirm with parent/guardian; facilitate consents for patients who are wards of the state/district.
• Confirm and correct computer aided, on-line registration with parent/guardian via telephone or in person in courteous and consumer-orientated manner; collect personal and insurance information.
• Counsel parent or refer parent to FIC for financial counseling or establishing payment schedule.
• Contact and verify insurance company in a timely manner to pre-certify procedure, document pre-certification notes in STAR registration system.
• Call parent/guardian to schedule procedures and appointments, work with both the specialty physicians’ and parent's schedules, as well as, possibly other physician’s schedules for joint procedures; schedule patients for an appointment with physician, nurse practitioner; send parent a confirmation letter of procedure/appointment as well as other information relating to the Dermatology clinic experience.
• Provide expertise for clinic check-in procedures, catering orders, and general patient comfort and navigation.
• Immediately notify care team by email, of any cancellations and add-on cases.
• Speak up when team members appear to exhibit unsafe behavior or performance.
• Stop in the face of uncertainty and takes time to resolve the situation.
• Demonstrate accurate, clear and timely verbal and written communication.
• Actively promote safety for patients, families, visitors and co-workers.
• Attend carefully to important details - practicing Stop, Think, Act and Review in order to self-check behavior and performance.

Requirements

• High School Diploma or GED.
• Minimum of 3 years Healthcare, hospitality, or other related customer relations experience.

Qualifications

• Excellent verbal, interpersonal, consumer relations and telephone skills required.
• Must answer all incoming calls and avoid messages going to voicemail.
• Must respond to phone calls promptly and with courtesy and respect.
• Must be able to multi-task and have basic knowledge of medical terminology.
• Excellent customer service skills.
• Professionalism and courtesy.
• Ability to work well with people of diverse backgrounds and cultures.
• Excellent verbal and non-verbal communication skills.
• Excellent organizational skills.
• Ability to function independently and within a group setting.
• Critical thinking skills and problem-solving ability.
• Ability to work in a fast-paced environment and manage multiple tasks simultaneously.
• Ability to speak Spanish desirable.

Skills

• Excellent verbal, interpersonal, consumer relations and telephone skills required.
• Must answer all incoming calls and avoid messages going to voicemail.
• Must respond to phone calls promptly and with courtesy and respect.
• Must be able to multi-task and have basic knowledge of medical terminology.
• Excellent customer service skills.
• Professionalism and courtesy.
• Ability to work well with people of diverse backgrounds and cultures.
• Excellent verbal and non-verbal communication skills.
• Excellent organizational skills.
• Ability to function independently and within a group setting.
• Ability to speak Spanish desirable.

Benefits

Comprehensive health coverage, including medical, prescription, infertility, and transgender health services. Generous paid time off, including vacation accrual from day one, sick leave, holidays, and a personal day. Financial wellness support, including a 401(k) plan and healthcare and dependent care spending accounts. Employer-paid life, AD&D, and long-term disability coverage, with optional supplemental plans. Additional perks, including tuition assistance, fitness resources, employee assistance, commuter benefits, and more.

Pay

The disclosed salary range includes the minimum and maximum rates within which Children's National believes an individual’s base pay rate will fall for this position. It is not typical for an individual to be hired at or near the maximum of the pay range. The exact pay rate for this position will be based on a variety of factors in alignment with the Children's National compensation philosophy.

Schedule

Children's National Hospital is an equal opportunity employer that evaluates qualified applicants without regard to race, color, national origin, religion, sex, age, marital status, disability, veteran status, sexual orientation, gender, identity, or other characteristics protected by law. The “Know Your Rights” poster is available here: and the pay transparency policy is available here: Know Your RightsPay Transparency Nondiscrimination Poster.