Patient Liaison Scheduler - Northern Virginia - Hamaker Court

Patient Liaison Scheduler
- Northern Virginia
- Hamaker Court

medical insurance, paid time off, sick time, tuition assistance, 401(k)

The Patient Liaison Scheduler will create a customer-focused environment to cater to the unique needs of the patients in Dermatology. Will act as a liaison between staff and families to coordinate and provide non-medical services (i.e., hospital tours, clinic appointment visits, hotels, restaurants, general support, etc.), creating a patient-centered experience. Schedules, pre-certifies, verify and documents procedure for Children's Hospital Division of Dermatology .

Works with parents, referring provider offices, and other Children's National departments to schedule patients in a timely manner. Assures that registrations and insurance information are correct.

High School Diploma or GED (Required)

3 years Healthcare, hospitality, or other related customer relations experience. (Required)

• Excellent verbal, interpersonal, consumer relations and telephone skills required
• Must answer all incoming calls and avoid messages going to voicemail. Must respond to phone calls promptly and with courtesy and respect
• Must be able to multi-task and have basic knowledge of medical terminology
• Excellent customer service skills
• Professionalism and courtesy
• Ability to work well with people of diverse backgrounds and cultures
• Excellent verbal and non-verbal communication skills
• Excellent organizational skills
• Ability to function independently and within a group setting
• Critical thinking skills and problem-solving ability
• Ability to work in a fast-paced environment and manage multiple tasks simultaneously
• Ability to speak Spanish desirable

• Act as a liaison between community physicians, Children's National Staff and families to ensure medical appointments, records, and test results, etc. are properly arranged and trouble shoots as necessary.
• Work with Community Physician Liaison/PR & Marketing to ensure community physicians needs are being met and work with Physician Liaison/PR & Marketing to establish methods for meeting those needs.
• Act as a point of contact for referring families to help coordinate appointments, provide driving directions, assist with transportation arrangements and help families navigate through Children's National.
• Monitor and present customer satisfaction surveys and data

• Ensure the highest level of customer service for families and vendors by coordinating all non-medical arrangements such as hotels, transportation, directions, restaurant menus, etc. to ensure a smooth and easy process when visiting Children's National.
• Make all families feel like VIP's; meet families and escort to appointments, especially first timers.
• Coordinate appointments and/or procedures with other departments per patient needs; follow-up with each parent/patient until clinic visits are scheduled.
• Serve as the primary point of contact for patients and families regarding non-clinical aspects of the patient experience.
• Meet patients and families at their first visit and escort them to the clinic.
• Ensure a smooth transition between appointments; support clinic operations staff in ensuring appointment schedules are followed.
• Assist patients and families with way-finding and accessing amenities (e.g., Cafeteria, Library) during their visit.
• Serve as a point of contact for patients and family members seeking to submit a compliment, comment, or complaint about their experience in the clinic.
• Must be willing and able to learn medical insurance verification procedures, insurance screening and financial counseling, billing and ICD-10 coding for Dermatology.
• Must be willing and able to learn Cerner, Passport, STAR and other CNHS registration systems. Must be able to learn and become proficient in the scheduling and calendar management for students, residents, fellows, and attending in the division.

• Assure that a registration for the appointments and diagnostics are in Cerner, STAR, and MADAMS systems at least two days prior to date of procedure or clinic visit.
• Confirm with parent/guardian; facilitate consents for patients who are wards of the state/district.
• Confirm and correct computer aided, on-line registration with parent/guardian via telephone or in person in courteous and consumer-orientated manner; collect personal and insurance information.
• Discuss co-payment, deposits or payment in full requirements with parents prior to scheduled appointment; counsel parent or refer parent to FIC for financial counseling or establishing payment schedule.
• Contact and verify insurance company in a timely manner to pre-certify procedure, document pre-certification notes in STAR registration system
• Call parent/guardian to schedule procedures and appointments, work with both the specialty physicians' and parent's schedules, as well as, possibly other physician's…