Patient Liaison

$37,440 - $49,920/Yr

RadNet - Cranford, NJ

Full-time

Cranford, NJ

Ambulatory Health Care Services

About the position

The Patient Liaison serves as a vital link between patients, their families, and the medical staff, ensuring that patient concerns are addressed and that their rights and interests are upheld. This role involves direct interaction with patients in the waiting area, facilitating communication, and supporting process improvements to enhance patient experience.

Responsibilities

• Responsible for all functions that take place in the waiting room, including the greeter desk.
• Exercise some authority over the Patient Service Representatives (PSRs) in conjunction with the PSR team lead/manager.
• Communicate deficiencies at the front desk to the front desk manager.
• Utilize a transient ThinkPad for scheduling, registration, and system access.
• Facilitate all patient complaints, feedback, and compliments.
• Investigate patient feedback in collaboration with the manager and team lead supervisor.
• Communicate between the front desk and technologists regarding delays.
• Assist the manager with process improvement from the patient's perspective.
• Follow up on patient concerns in conjunction with the manager.
• Maintain a spreadsheet of all patient feedback to identify best practices and areas needing improvement.

Requirements

• Detail-oriented with a professional demeanor.
• Ability to prioritize others' needs over personal needs.
• Friendly and approachable personality.
• Capable of handling intense customer service complaints effectively.
• Excellent verbal and nonverbal communication skills.
• Ability to multitask in a fast-paced environment.
• Creative and innovative mindset to help develop the position.
• Willingness to travel to different sites as needed.
• Flexible and not constrained by hourly work limitations.
• Exhibit empathy, compassion, and patience in all interactions.
• Extremely reliable and dependable.