Description

The Patient Liaison works as a team member to assist internal and external customers assuring accurate and complete registration, scheduling appointments, demographic information, insurance coverage, collecting payments and monitoring customer satisfaction.

Major Responsibilities :

1. Represents Gundersen Health System's high standards for customer service in all telephone and face-to-face encounters through courteous, patient and respectful conduct and conversation.

2. Communicates effectively with patients, family members and Gundersen Health System staff to schedule appointments, admissions, surgeries, tests and procedures utilizing good customer service skills.

Provides information and instruction in a confidential manner to prepare patients for current and future appointments. Uses CWS (clinical workstation) to respond to the requests of MD, nurses, MA's to create, update and / or print patient's protected health information to assist with completion of documentation.

3. Responsible to ensure accurate and complete data for promptly registering patients, gathering, verifying and up-dating demographics, as well as insurance and benefit information to drive a timely billing process for our patients.

4. Demonstrates and maintains successful completion of defined core competencies in computer skills related to patient registration and appointment scheduling, insurance, cash collection and department computerized schedules.

5. Works within the organizational financial guidelines to collect payment and assist customers with financial need for payment of services, utilizing appropriate resources.

7. Assists in obtaining estimates for patient responsibility and notifies guarantors prior to treatment according to published organizational standards.

8. Keeps current through periodic in-service on registration policies, procedures, insurance guidelines and other information related to position.

9. Solicits and responds to customer complaints / concerns either in writing or verbally, using appropriate resources.

10. Views, documents, or prints from the patients electronic health record to assist with coordination of patient care.

11. Performs other job-related duties as assigned.

Education and Learning :

REQUIRED

High School Diploma or equivalency

Work Experience : REQUIRED

REQUIRED

1 year experience in an office setting requiring customer service responsibilities and computer competency in Microsoft Windows.

DESIRED

1 year experience in a medical facility setting and / or extensive customer service experience.

License and Certifications :

REQUIRED

Optometry departments require patient liaisons to be a Certified Patient Service Specialist (CPSS) within 18 months of hire date.

Age Specific Population Served :

Infant (less than 1 year)

Pediatric (1 - 12 years)

Adolescent (13 - 17 years)

Adult (18 - 64 years)

Geriatric (65 years & older)

OSHA Category :

Category II - Some (but not all) employees in this job title may have a reasonably anticipated risk of occupational exposure to blood and / or other potentially infectious materials, usually by location or specific departments.

Environmental Conditions :

Exposed to infectious diseases.

Physical Requirements / Demands Of The Position :

Sitting Continually (67-% or 8 hours)

Static Standing Occasionally (6-33% or 3 hours)

Walking / Standing Occasionally (6-33% or 3 hours)

Stooping / Bending Occasionally (6-33% or 3 hours)

Reaching - Shoulder Level Occasionally (6-33% or 3 hours)

Reaching - Below Shoulder Occasionally (6-33% or 3 hours)

Reaching - Above Shoulder Occasionally (6-33% or 3 hours)

Repetitive Actions - Fine Manipulation Frequently (34-66% or 5.5 hours)

If you need assistance with any portion of the application or have questions about the position, please contact or call

Equal Opportunity Employer

Last updated : 2024-04-27