Senior Patient Care Liaison

About the role

The concierge services patient liaison works on patient referrals according to established procedures, providing personal and customized service. This includes patient record review, physician referral, registration, financial counseling, transportation and housing, and coordinating access to all institutional clinical services.

Responsibilities

• Works on patient referrals according to established procedures, provides personal and customized service (45%)
  • Patient record review
  • Physician referral
  • Registration
  • Financial counseling
  • Transportation and housing
• Utilizes resources across the medical center and / or healthcare system to successfully meet program goals (15%)
  • Meets patient satisfaction standards
  • Increased referrals
  • Marketing
  • Outreach
  • Philanthropy
• Liaison with departments across the medical center or healthcare system for referrals (15%)
  • Affirms appropriate services based on diagnostic information
• Consults with family members to discuss their needs, provide assistance with lodging, transportation, meals, and various aspects of daily life (10%)
  • Assists with lodging
  • Transportation
  • Meals
  • Variety of aspects of daily life
• Maintains database and provides reporting of referrals, marketing and outreach metrics, etc. (10%)
  • Maintains database
  • Provides reporting
  • Referrals
  • Marketing
  • Outreach
  • Metrics

Qualifications

• Required qualifications: Minimum of 3 years related experience required, 3-5 years of experience in the health care field in a position involving considerable judgment and discretion or an equivalent combination of education and experience preferred.
• Skills: Ability to produce an appropriate quantity of work in a timely and consistent manner. Interpersonal skills to develop positive working relationships with patients, team members, and cross-functionally. Demonstrates ability to apply reasoning skills to evaluate issues and identify a potential solution. Demonstrates knowledge of concierge services and relevant medical center and UC policies. Demonstrates skills to teach patients through breaking down moderately complex concepts/policies in an understandable way.
• Preferred qualifications: Bachelor’s degree in a related area and/or equivalent experience/training. Working knowledge of medical center concierge services to perform essential functions efficiently and effectively. Demonstrates knowledge of concierge services and relevant medical center and UC policies. Acquires knowledge of relevant federal, state, and local regulations. Demonstrates skills to teach patients through breaking down moderately complex concepts/policies in an understandable way. Manage the direction of the referral process with Clinical Departments to determine appropriate service or physician based on diagnostic information provided by the patient; provide the patient with faculty bios, summary information on UCSF Medical Center services, and/or diagnostic tools. Coordinate the gathering of medical records, films and reports for review by physician or service; Schedule consultations, second-opinion appointments, ancillary services and/or coordinate inpatient admissions; Provide on-site personalized escort services to the patients as requested; and conduct daily visits of “concierge” inpatients; provide written documentation of the referral; responsible for gathering and sending reports, films, lab results as requested by the patient.

About UCSF

The University of California, San Francisco (UCSF) is a leading university dedicated to promoting health worldwide through advanced biomedical research, graduate-level education in the life sciences and health professions, and excellence in patient care. It is the only campus in the 10-campus UC system dedicated exclusively to the health sciences. We bring together the world’s leading experts in nearly every area of health. We are home to five Nobel laureates who have advanced the understanding of cancer, neurodegenerative diseases, aging and stem cells. Pride Values UCSF is a diverse community made of people with many skills and talents. We seek candidates whose work experience or community service has prepared them to contribute to our commitment to professionalism, respect, integrity, diversity and excellence – also known as our PRIDE values. In addition to our PRIDE values, UCSF is committed to equity – both in how we deliver care as well as our workforce. We are committed to building a broadly diverse community, nurturing a culture that is welcoming and supportive, and engaging diverse ideas for the provision of culturally competent education, discovery, and patient care. Additional information about UCSF is available here. Join us to find a rewarding career contributing to improving healthcare worldwide.

Salary Information

The final salary and offer components are subject to additional approvals based on UC policy. Your placement within the salary range is dependent on a number of factors including your work experience and internal equity within this position classification at UCSF. For positions that are represented by a labor union, placement within the salary range will be guided by the rules in the collective bargaining agreement. To learn more about the benefits of working at UCSF, including total compensation, please visit: https://ucnet.universityofcalifornia.edu/compensation-and-benefits/index.html.