New Patient Liaison

Summary: 

The New Patient Liaison assists new patients establishing care at North Olympic Healthcare Network. The position will be an integral member of the Outreach and Communications team as the first point of contact with people learning about our Mission and Vision for all people seeking to establish care at NOHN.  The New Patient Liaison will educate patients on the unique characteristics of a Patient-Centered Medical Home by introducing them to the whole-person array of services offered to NOHN patients. The Liaison will speed and ease the process of new patient registration by also being able to perform the specifics of registration and scheduling new patients. The Liaison will work closely with our Quality Department to identify and welcome new patients on managed care organizations (MCO) through efficient management of MCO rosters.   

Essential Duties and Responsibilities: 

• Educates potential patient on all services provided at NOHN, including Behavioral Health, Dental, Lab, etc.  
• Manages MCO rosters regarding patients assigned to NOHN who need to establish care as new patients  
• Explains the Sliding Fee Discount program and connects patient with Financial Counselor if needed  
• Complete and accurate registration in EPIC including MyChart sign-up   
• Assists patient with completion of Health History and provides to clinical staff  
• Schedules first appointment with primary care provider  
• Assesses need for possible engagement with Community Resource Navigator  
• Provides necessary transportation assistance if needed for first appointment  
• Assists with Urgent New Patient process and serves as the patient’s liaison through this process  
• All other duties as assigned 

Operational Excellence 

•  Uses professional skills to the best of their ability 
• Provides a positive patient-centered experience for every patient 
• Considers safety of patients and works to help provide a safe environment 
• Maintains a current up-to-date knowledge of new policies and procedures 
• Works to create an efficient, highly productive environment utilizing LEAN methodology 

Relationship Management 

• Develops excellent rapport with those seeking to establish care 
• Works collaboratively with all staff, providers, and leadership 
• Engages others as part of a team-oriented philosophy 

• Education: High School Graduate or GED Equivalent. 
• Experience:  
  • Previous customer service experience required 
  • Previous experience in a medical clinic preferred  
  • Possess a professional, cheerful attitude and create a positive first impression 
  • EPIC Experience preferred 
• Skills:  
  • Ability to accurately record and transmit detailed information 
  • Ability to communicate well with others through written and verbal interpersonal communication 
  • Ability to perform routine assignments independently 
  • Possess basic computer skill and knowledge 
  • Demonstrate attention to detail and organizational skill 
  • Ability to multi-task 
  • Uphold the mission, values, and principles of the organization 
  • Create and maintain a positive, team-based culture 
• Language: English speaking. Bilingual in Spanish preferred. 

Physical Demands: 

• Some standing, sitting, bending, occasional lifting. 
• Use hands and fingers to continually manipulate a keyboard. 
• Must be able to verbally communicate and hear. 
• Viewing the computer for 8 hours.  
• Normal accessibility and mobility throughout the region required. 
• Normal overtime/extended work hours. 

Work Environment: 

• Fast-paced community health center setting, potential exposure to infectious diseases, interaction with diverse patient population. 

Salary : $18 - $21