Patient Liaison

Job Description:

Position Scope:

The Patient Liaison is responsible for oversight of all new admissions to the Americare team, current patients of the Americare team who may be having service or communications issues and discharge patients who may be in need of services in the future. The Patient Liaison fosters a connection to Americare with both patients, family members and community.

Primary Job Responsibilities:

1. Maintain established phone productivity (85% of total work time spent on the phone)

2. Documents all interactions in HHAX.

3. Handles customer service issues and works on quick resolution with relative employee and leadership.

4. Collaborates with Quality Management team to implement corrective action plans as needed for service issues with new or existing patients.

5. All other duties as assigned.

6. Fluency in English and Spanish required.

Satisfaction Survey

6. Contacts new patient population, utilizing Patient Satisfaction tool. Informs Director of Quality Management of areas for concern/dissatisfaction.

7. Contacts existing patient population, utilizing Patient Satisfaction tool. Informs Director of Quality Management of areas for concern/dissatisfaction

Compliant/Compliance Risk/Grievance

Documentation of all interactions are in HHAeXchange and the complaint database

8. Maintains complaint line as directed.

• Intake of issue to the complaint database,

• Intake of grievance to Quality Management Investigators

• Intake of allegation of FWA to Compliance Officer

9. Escalation of issue to department leadership

10. Survey patient complaints for confirmation complainant notified of steps taken to resolve complaint

Audits/Investigations

• Exercises discretion in conducting audits, reviews, and investigation so as to minimize disruption, and abides by rules governing attorney-client privilege and confidentiality.

• Maintains privacy and confidentiality of client/patients, visitors and staff

• Serves as a resource to staff for educational needs, providing individual and group training as needed (specifically in areas of compliance). •

• Monitors adherence to regulatory and industry standards and implements measures to maintain compliance:

  • Collects data on required aspects of care through chart audits and other methods. Ensures documentation meets regulatory standards

  • Prepares statistical reports based on findings and incorporates findings into presentation media.

  • Appropriately documents and prepares clear, concise audit reports and presents them logically and clearly in exit conferences when appropriate

  • Establishes guidelines for discovering and preventing fraud

• Maintains resources and library of information for use by department

  • Maintains relevant statistics as they pertain to regulatory compliance.

  • Creates and assists with completing Excel reports for special projects when applicable.

  • Monthly statistics by program

Other Job Duties:

11. Participates in Americare functions (example: back-up coverage for Receptionist team)

12. Provide input on agency programs, community needs, policy revisions and other opportunities for improvement of agency services.

13. Performs other related duties as required.

Physical Demands:

1. Able to sit for long periods of time at a desk or the computer.

2. Walking, sitting, standing with lifting while in the office environment limited to files and records not expected to exceed twenty (20) pounds

Americare is committed to a policy of Equal Employment Opportunity and will not discriminate against an applicant or employee based on race, color, sex, gender, pregnancy, religion, age, creed, marital and partnership status, national origin, ancestry, alienage, past or present physical or mental disability, genetic information, sexual orientation, gender identity, affectional preference, veteran or military status or citizenship status, or any other legally recognized protected basis under federal, state, or local law.