PSS Patient Liaison

Inova • Fairfax, VA

2d

About The Position

Inova Pre-procedural Evaluation is looking for a dedicated Pre-Surgical Services
(PSS) Patient Liaison to join our team. This role will be Full-Time, Day Shift,
Monday-Friday, 8:30 a.m. - 5:00 p.m.

Inova is consistently ranked a national healthcare leader in safety, quality and
patient experience. We are also proud to be consistently recognized as a top
employer in both the D.C. metro area and the nation.

Requirements

• High School diploma or equivalent

Nice To Haves

• Call center experience
• Healthcare experience with knowledge of medical terminologies
• Experience with Electronic Medical Record systems

Responsibilities

• Communicates effectively and works cooperatively with patients and their families to initiate the testing form, schedule phone interviews and personalize care provided by the PSS team.
• Initiates and implement the process required for initial patient contact in the PSS process and meets or exceeds department productivity and quality assurance performance standards.
• Utilizes standards, guidelines and written procedures for performing Patient Liaison function.
• Demonstrates strong communication skills with a specific focus on customer service; Completes a high volume of scripted calls to patients while maintaining customer service focus.
• Provides patients with support throughout the pre-surgical process by providing appropriate resources to patients and providing individual phone numbers for additional questions.
• Schedules telephone interviews efficiently and accurately by following established guidelines; Utilizes testing forms effectively during scripted patient phone calls. Demonstrates knowledge of insurance carriers to determine appropriate pre-operative testing sites for surgical patients.
• Utilizes two identifiers to verify patient identity with each surgical procedure; Initiates the testing form and documents appropriately according to unit procedures and policies.
• Achieves average daily productivity standards as set by department policy; Adheres to all established scripts for greeting/interview content required while demonstrating ongoing knowledge of all appropriate resources utilized to assist in the completion of the testing form.
• Works with the team to manage over 110 received calls daily while completing over 90 calls daily; Schedules phone interviews required for each surgical procedure and/or procedure requiring anesthesia.
• Supports department performance improvement initiatives and assists with data collection in support of quality performance improvement initiatives.
• Communicates with the Pre-Surgical Services (PSS) team and other hospital departments while remaining open to feedback and suggestions in order to identify opportunities for improvement.
• Identifies unit/department goals and supports the culture of Inova Health System.
• Identifies and actively seeks members of the PSS department as resources to increase knowledge and seek validation of department guidelines and procedures.
• Works cooperatively with team members to assist in completing the elements required for the complete chart 48 hours prior to days of scheduled surgeries.
• May perform additional duties as assigned.

Benefits

• Committed to Team Member Health: offering medical, dental and vision coverage, and a robust team member wellness program.
• Retirement: Inova matches the first 5% of eligible contributions – starting on your first day.
• Tuition and Student Loan Assistance: offering up to $5,250 per year in education assistance and up to $10,000 for student loans.
• Mental Health Support: offering all Inova team members, their spouses/partners, and their children 25 mental health coaching or therapy sessions, per person, per year, at no cost.
• Work/Life Balance: offering paid time off, paid parental leave

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: High school or GED