Pre-Surgical Services (PSS) Patient Liaison

• 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:

• Experience: 6 months to 1 year of customer service experience in patient-facing environment