Patient Liaison - 0.8 FTE

Schedule Weekly Hours:

Job Profile

The Patient Liaison works as a team member to assist internal and external customers assuring accurate and complete registration, scheduling appointments, demographic information, insurance coverage, collecting payments and monitoring customer satisfaction.

Job Description

Major Responsibilities:

• Represents Gundersen Health System's high standards for customer service in all telephone and face-to-face encounters through courteous, patient, and respectful conduct and conversation.
• Communicates effectively with patients, family members and Gundersen Health System staff to schedule appointments, admissions, surgeries, tests, and procedures utilizing good customer service skills. Provides information and instruction in a confidential manner to prepare patients for current and future appointments. Uses CWS (clinical workstation) to respond to the requests of MD, nurses, MA's to create, update and/or print patient's protected health information to assist with completion of documentation.
• Responsible to ensure accurate and complete data for promptly registering patients, gathering, verifying and up-dating demographics, as well as insurance and benefit information to drive a timely billing process for our patients.
• Demonstrates and maintains successful completion of defined core competencies in computer skills related to patient registration and appointment scheduling, insurance, cash collection and department computerized schedules.
• Works within the organizational financial guidelines to collect payment and assist customers with financial need for payment of services, utilizing appropriate resources.
• Obtains appropriate signatures on forms relating to registration, billing, and patient care, meeting all compliance regulations and requirements.
• Assists in obtaining estimates for patient responsibility and notifies guarantors prior to treatment according to published organizational standards.
• Keeps current through periodic in-service on registration policies, procedures, insurance guidelines and other information related to position.
• Solicits and responds to customer complaints/concerns either in writing or verbally, using appropriate resources.
• Views, documents, or prints from the patient's electronic health record to assist with coordination of patient care.
• Adheres to regular and predictable attendance.
• Performs other job-related duties as assigned.

Education and Learning:

REQUIRED

High School Diploma or equivalency

Work Experience:

REQUIRED

1 year experience in an office setting requiring customer service responsibilities and computer competency in Microsoft Windows.

DESIRED

1 year experience in a medical facility setting and/or extensive customer service experience.

License and Certifications:

REQUIRED

Optometry departments require patient liaisons to be a Certified Patient Service Specialist (CPSS) within 18 months of hire date.

Age Specific Population Served:

Infant (less than 1 year)

Pediatric (1 - 12 years)

Adolescent (13 - 17 years)

Adult (18 - 64 years)

Geriatric (65 years & older)

OSHA Category:

Category II - Some (but not all) employees in this job title may have a reasonably anticipated risk of occupational exposure to blood and/or other potentially infectious materials, usually by location or specific departments.

Environmental Conditions:

Exposed to infectious diseases.

Physical Requirements/Demands Of The Position:

Sitting Continually (67-100% or 8 hours)

Static Standing Occasionally (6-33% or 3 hours)

Walking/Standing Occasionally (6-33% or 3 hours)

Stooping/Bending Occasionally (6-33% or 3 hours)

Reaching - Shoulder Level Occasionally (6-33% or 3 hours)

Reaching - Below Shoulder Occasionally (6-33% or 3 hours)

Reaching - Above Shoulder Occasionally (6-33% or 3 hours)

Repetitive Actions - Fine Manipulation Frequently (34-66% or 5.5 hours)

If you need assistance with any portion of the application or have questions about the position, please contact HR-Recruitment@gundersenhealth.org or call 608-775-0267

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Equal Opportunity Employer