Patient Care Liaison (594)

QUALIFICATIONS:

JOB SPECIFIC CORE COMPETENCIES:

• Assesses patients appropriately by obtaining health history and evaluating presenting illness.

• Documents treatment plan appropriately in the EMR.

ESSENTIAL FUNCTIONS AND RESPONSIBILITIES:

• Supports patient self-management of disease and behavior modification interventions.

• Coordinates continuity of patient care with external healthcare organizations and facilities.

• Coordinates continuity of patient care with patients and families following hospital and/or skilled nursing facility admission, discharge, and ER visits.

• Manages rising-risk patient care, including management of patients with multiple co-morbidities or high risk for readmission to a hospital setting.

• With input from patients, families, and the care team, create outcome goals and an overall care plan.

• Conducts comprehensive, preventive screenings for patients and/or assists all support staff in daily patient interactions as needed.

• Promotes clear communication amongst a care team and treating clinicians by ensuring awareness regarding patient care plans.

• Facilitates patient medication management based upon standing orders and protocols.

• Evaluates clinical care, utilization of resources, and development of new clinical tools, forms, and procedures.

• Other duties as assigned.

PREREQUISITE SKILLS:

• Demonstrated communication skills to effectively communicate with management, providers, and patients.

• Operational knowledge of telephones, fax machines, postage machines, and other office equipment.

• Demonstrated ability in handling patient confidentiality.

• Ability to work with peers in a team situation and create a positive work environment for team members.

• Demonstrate a functional and technical understanding of applicable scheduling and billing software, Intranet and Internet usage, Excel/Word software, E-mail Usage and Web-based applications. Required to check e-mail daily and use as a source of internal and external communication. Required to understand and utilize electronic medical record technology.

Demonstrates the following competencies:

• Demonstrates professional/appropriate dress, verbal and non-verbal communication skills, and effective written communication skills

• Understands HIPAA guidelines and regulations, acknowledges patient rights

• Stands as a patient advocate, with appropriate empathy, resolve and respect in communication and actions with patient and family. Recognizes opportunity for improvement regarding patient concerns.

• Demonstrates continual learning, utilizes evidence based practice to affect change.

• Cultivates effective partnerships and collaborations with providers

• Understands IT resources

• Appropriately delegates to ensure optimal operational workflow

Attitude/Customer Competencies

• Caring, compassionate, and approachable in all customer contacts

• Privacy ? respects customers? right to privacy and modesty

• Confidentiality ? maintains customers? confidentiality

• Telephone etiquette ? speaks so that customers hear a smile

• Appearance ? takes personal ownership in appearance and that of work environment

• Initiative ? takes necessary steps to fix problems immediately

• Providing Direction and Customer Acknowledgment ? provides personalized attention by being courteous, friendly, and helpful when responding to customers? needs

• Timely service ? recognizes that customers? time is very valuable; provides them with prompt service

• Customer information/education ? provides customers with the best information needed to make informed choices

Relationship Competencies/Work Group Competencies

• Demonstrates advocacy, respect and truth telling

• Demonstrates accountability for own actions

• Demonstrates ability to respectfully address interpersonal conflicts

• Takes initiative to help others

• Demonstrates a learning attitude toward solving problems

• Demonstrates openness to change and new learning

• Reports to work on time and has regular attendance

• Adheres to practice defined dress code

• Attends Staff meetings

Ethical Decision-Making

• Respects the needs, expectations and rights of all individuals

• Advocates the rights of all to a safe environment

• Uses sensitivity to cultural diversity to guide decision-making

Performance Improvement

• Identifies work processes and strives to reduce cost and increase satisfaction

• Identifies customers and demonstrates understanding of customers? expectations

• Actively works to increase satisfaction of all

• Monitors customers? satisfaction

• Takes active role in department process improvement efforts; demonstrates understanding of outcomes

• Demonstrates an understanding of responsibilities

• Demonstrates diagnostic thinking/reasoning

• Utilizes feedback from peers, supervisor, customers to drive performance and behaviors

• Prioritizes workplace safety