The Patient Liaison reflects the mission, vision, and values of Northwestern Memorial, adheres to the organization’s Code of Ethics and Corporate Compliance Program, and complies with all relevant policies, procedures, guidelines and all other regulatory and accreditation standards.
- The Patient Liaison is primarily responsible for overseeing the service experience for all patients and for ensuring optimal use of all practice resources. The Patient Liaison serves as a resource to patients and staff alike by establishing strong relationships, providing them with necessary information and advocating on their behalf as needed.
RESPONSIBILITIES
- Manages schedules to make best use of all resources including providers, rooms and equipment.
- Performs schedule maintenance activities such as opening and closing clinic templates and coordinates care alternatives for patients impacted by changes.
- Communicates with patients and/or clinical staff as necessary to ensure patient compliance with prescribed treatment plan.
- Assists Practice Manager with data collection and analysis related to physician productivity and resource utilization.
- Facilitates the resolution/prevention of billing errors and denials – including obtaining pre-certifications or referrals as needed.
- Registers patients and schedules or coordinates the scheduling of appointments.
- Provides patient education information and/or materials as needed.
- Maintains a strong relationship with patients, internal providers and staff, external hospital departments, physician offices and vendors.
- Answers all incoming inquiries from patients, providers, staff and others related to all aspects of practice operations.
- Conducts follow-up with patients to ensure compliance with all testing, prescriptions and the plan of care.
- May perform other duties as assigned.