Patient Liaison

Position Summary

The Patient Liaison serves as the primary relationship manager for patients, families, referral sources, and care teams from the time of referral through the duration of services. This individual ensures a high patient satisfaction, proactively resolves concerns, and promotes continuity of care by coordinating with clinical, scheduling and intake departments.

The Patient Liaison represents the agency’s commitment to compassionate, responsive, and high-quality home care.

Reports To

Director of Patient Services / Administrator

Primary Responsibilities

Patient & Family Experience

• Serve as the primary point of contact for patients and their families when it comes to educating patients about services available to them.
• Build trusting relationships with patients and family members in collaboration with the coordination and intake teams

Patient Advocacy

• Advocate for patient needs throughout the organization.
• Escalate urgent concerns to clinical leadership.
• Assist patients in navigating insurance, managed care plans, and community resources.
• Help resolve barriers that interfere with receiving authorized care such as timely Medicad recertifications, Medicaid Code Removals, initial Medicaid applications

Customer Service

• Respond promptly to patient concerns and complaints.
• Investigate service issues and coordinate timely resolutions.
• Document all interactions in the agency’s electronic medical record or CRM.
• Follow up to ensure concerns have been fully resolved.

Quality Assurance

• Conduct routine patient satisfaction surveys.
• Identify trends affecting patient experience.
• Report quality improvement opportunities to leadership.
• Participate in quality assurance meetings.

Retention & Service Growth

• Monitor patients at risk for discontinuing services.
• Work with care teams to improve patient retention.
• Identify opportunities for additional authorized services or community support programs.
• Promote long-term patient engagement through excellent customer service.

Documentation

• Document all patient interactions accurately and timely.
• Maintain confidentiality in accordance with HIPAA regulations.
• Complete required reports and follow-up logs.

Qualifications

• Bachelor’s degree preferred (Healthcare Administration, Social Work, Nursing, Psychology, or related field).
• Minimum 2 years of experience in home care, healthcare, customer service, case management, or patient advocacy.
• Excellent communication and interpersonal skills.
• Strong conflict-resolution and problem-solving abilities.
• Ability to multitask in a fast-paced environment.
• Experience working with electronic medical records and Microsoft Office.
• Bilingual (English/Russian, English/Spanish, or other languages) preferred based on agency population.

Knowledge & Skills

• Understanding of home care regulations and patient rights.
• Knowledge of Medicaid Managed Long-Term Care (MLTC) preferred.
• Strong organizational and follow-up skills.
• Ability to work collaboratively across departments.
• Professional, compassionate, and service-oriented demeanor.

Physical Requirements

• Ability to travel locally for patient visits when needed.
• Prolonged periods of sitting, telephone communication, and computer work.
• Occasional evening or weekend availability as needed.

Core Competencies

• Compassion
• Professionalism
• Communication
• Customer Service Excellence
• Accountability
• Teamwork
• Cultural Sensitivity
• Critical Thinking
• Organization
• Relationship Building

Join our team to make a meaningful difference in patient care by providing exceptional support through effective communication, coordination, and advocacy!

Pay: $40.00 per hour

Benefits:

• Dental insurance
• Health insurance
• Paid time off

Education:

• Bachelor's (Preferred)

Experience:

• Home Care/ Health Care : 2 years (Preferred)

Ability to Commute:

• Brooklyn, NY 11235 (Preferred)

Willingness to travel:

• 50% (Required)

Work Location: In person

Salary : $40