PSS Patient Liaison

Inova Pre-procedural Evaluation is looking for a dedicated Pre-Surgical Services (PSS) Patient Liaison to join our team. This role will be Full-Time, Day Shift, Monday-Friday

Inova is consistently ranked a national healthcare leader in safety, quality and patient experience. We are also proud to be consistently recognized as a top employer in both the D.C. metro area and the nation.

Featured Benefits:

• Committed to Team Member Health: offering medical, dental and vision coverage, and a robust team member wellness program.
• Retirement: Inova matches the first 5% of eligible contributions - starting on your first day.
• Tuition and Student Loan Assistance: offering up to $5,250 per year in education assistance and up to $10,000 for student loans.
• Mental Health Support: offering all Inova team members, their spouses/partners, and their children 25 mental health coaching or therapy sessions, per person, per year, at no cost.
• Work/Life Balance: offering paid time off, paid parental leave

Pre-Surgical Services (PSS) Patient Liaison Job Responsibilities:

The Pre-Surgical Services (PSS) Patient Liaison communicates effectively and works cooperatively with patients and their families to initiate the testing form, schedule phone interviews and personalize care provided by the PSS team. Initiates and implement the process required for initial patient contact in the PSS process and meets or exceeds department productivity and quality assurance performance standards. Utilizes standards, guidelines and written procedures for performing Patient Liaison function.

• Demonstrates strong communication skills with a specific focus on customer service; Completes a high volume of scripted calls to patients while maintaining customer service focus.
• Provides patients with support throughout the pre-surgical process by providing appropriate resources to patients and providing individual phone numbers for additional questions. Schedules telephone interviews efficiently and accurately by following established guidelines; Utilizes testing forms effectively during scripted patient phone calls. Demonstrates knowledge of insurance carriers to determine appropriate pre-operative testing sites for surgical patients.
• Utilizes two identifiers to verify patient identity with each surgical procedure; Initiates the testing form and documents appropriately according to unit procedures and policies. Achieves average daily productivity standards as set by department policy; Adheres to all established scripts for greeting/interview content required while demonstrating ongoing knowledge of all appropriate resources utilized to assist in the completion of the testing form. Works with the team to manage over 110 received calls daily while completing over 90 calls daily; Schedules phone interviews required for each surgical procedure and/or procedure requiring anesthesia.
• Utilizes standards, guidelines and written procedures for performing Patient Liaison functions.
• Supports department performance improvement initiatives and assists with data collection in support of quality performance improvement initiatives.
• Communicates with the Pre-Surgical Services (PSS) team and other hospital departments while remaining open to feedback and suggestions in order to identify opportunities for improvement. Identifies unit/department goals and supports the culture of Inova Health System.
• Identifies and actively seeks members of the PSS department as resources to increase knowledge and seek validation of department guidelines and procedures.
• Works cooperatively with team members to assist in completing the elements required for the complete chart 48 hours prior to days of scheduled surgeries.
• May perform additional duties as assigned.

Minimum Qualifications:

• Education: High School diploma or equivalent

Preferred Qualifications:

• Call center experience
• Healthcare experience with knowledge of medical terminologies
• Experience with Electronic Medical Record systems