Patient Liaison Scheduler - Northern Virginia - Hamaker Court

Kids Are Our Everything.

Department

Pay Range

About the Role:

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.

What You'll Bring:

Minimum Education
High School Diploma or GED (Required)

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

Required Skills/Knowledge
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

Functional Accountabilities

Internal and External Relations

• 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

General Responsibilities

• 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.

Confirmation of Procedures

• 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 schedules for joint procedures; schedule patients for an appointment with physician, nurse practitioner; send parent a confirmation letter of procedure/appointment as well as other information relating to the Dermatology clinic experience

Peer Support

• Provide expertise for clinic check-in procedures, catering orders, and general patient comfort and navigation.
• Immediately notify care team by email, of any cancellations and add-on cases.

Safety

• Speak up when team members appear to exhibit unsafe behavior or performance.
• Continuously validate and verify information needed for decision making or documentation.
• Stop in the face of uncertainty and takes time to resolve the situation.
• Demonstrate accurate, clear and timely verbal and written communication.
• Actively promote safety for patients, families, visitors and co-workers
• Attend carefully to important details - practicing Stop, Think, Act and Review in order to self-check behavior and performance.

Benefits That Support You:

• Comprehensive health coverage, including medical, prescription, infertility, and transgender health services.
• Generous paid time off, including vacation accrual from day one, sick leave, holidays, and a personal day.
• Financial wellness support, including a 401(k) plan and healthcare and dependent care spending accounts.
• Employer-paid life, AD&D, and long-term disability coverage, with optional supplemental plans.
• Additional perks, including tuition assistance, fitness resources, employee assistance, commuter benefits, and more.

Why Join Us:

• Nationally Recognized Excellence - Consistently ranked among the Top 10 Children's Hospitals in the nation by U.S. News & World Report.
• Leading Pediatric Care - One of the largest and most comprehensive children's hospitals in the country, offering nationally ranked specialties and cutting-edge treatments.
• Innovation & Research - A premier academic medical center with a strong commitment to pediatric research, education, and advancing the future of child health.

The disclosed salary range includes the minimum and maximum rates within which Children's National believes an individual's base pay rate will fall for this position. It is not typical for an individual to be hired at or near the maximum of the pay range. The exact pay rate for this position will be based on a variety of factors in alignment with the Children's National compensation philosophy. These factors are legitimate and non-discriminatory including, but not limited to, the current market conditions; organizational needs; the individual's combination of prior work experience, level of education, knowledge, skills, and other qualifications. Children's National is committed to providing a fair and competitive total rewards package to each of our employees. This base salary range does not include our comprehensive benefits package or any additional compensation for which this position may be eligible.

Childrens National Hospital is an equal opportunity employer that evaluates qualified applicants without regard to race, color, national origin, religion, sex, age, marital status, disability, veteran status, sexual orientation, gender, identity, or other characteristics protected by law. The "Know Your Rights" poster is available here: and the pay transparency policy is available here:Know Your RightsPay Transparency Nondiscrimination Poster.

Please note that it is the policy of Children's National Hospital to ensure a "drug-free" work environment: a workplace free from the illegal use, possession or distribution of controlled substances (as defined in the Controlled Substances Act), or the misuse of legal substances, by all staff (management, employees and contractors). Though recreational and medical marijuana are now legal in the District of Columbia, Children's National and its affiliates maintain the right, in accordance with our policy, to enforce a drug-free workplace, including prohibiting recreational or prescribed marijuana.