PATIENT LIAISON (Bethesda Location)

Patient Liaison Duties and Expectations

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   Cover podium from 11:00 am to 12:00 pm and 2:30 pm to 4:30 pm Monday through Friday

   
   

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   In the event the greeter is out of the office, i.e., vacation or call out, the Patient Liaison will cover the podium from 8:00 am to 4:30 pm

   
   

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   When covering the podium, admin tasks are on hold

   
   

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   Conduct waiting room rounds every hour

   
   

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   Check on patients in the waiting area (General, Breast Imaging, and CT sub-waiting)

   
   

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   Clean waiting area, i.e., all patient chairs, tables, door knobs, countertops, kiosks, desks, etc.

   
   

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   Update patients on modality delays

   
   

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   Remove any trash left behind by patients

   
   

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   Read the room and ensure patient comfort, i.e., getting water if needed, asking patients if they need a warm blanket, no food or cell phones in waiting areas, etc.

   
   

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   Round on patients to identify concerns. Refers nursing care issues to nurse onsite and provides follow-up on non-nursing issues

   
   

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   Improve communication between the front desk, modality, and patients

   
   

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   Ensure a calm and comfortable waiting room environment, i.e., soft music in waiting areas, no loud conversations, no cell phone use by patients, no eating, etc.

   
   

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   Keep all postings and patient notices in waiting areas up-to-date

   
   

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   Sign up and educate patients on MyChart

   
   

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   Register or schedule patients at front desk if short-staffed or emergency

   
   

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   Assist patients with kiosk registration machines

   
   

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   Answer patient questions, including assisting with appointments, directions, etc.

   
   

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   Answer incoming calls and assist callers as needed

   
   

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   Contact modality regarding late-arriving patients and work with lead to have the patient seen

   
   

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   Check/burn CDs and print reports for patients, including walk-in requests

   
   

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   Assist with customer concerns, i.e., lost and found, parking questions, etc.

   
   

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   Assist patients with exiting the building during emergency evacuations

   
   

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   Problem-solve any issues that may arise with patients

   
   

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   When patients are upset, be the buffer between the front desk and registration supervisor. If you are unable to defuse the situation, get the reg supervisor or another member of the management team.

   
   

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   Ensure patients are following the code of conduct. Involve security/police for critical safety concerns.

   
   

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   Conduct patient service recovery

   
   

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   Give blameless apology

   
   

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   Issue parking voucher

   
   

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   Ensure that the patient is taken care of before walking out the door, i.e., rescheduling

   
   

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   Conduct follow-up call

   
   

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   Routinely identify ways to improve the patient experience

   
   

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   Work with Assistant Director to establish customer service training for new hires

   
   

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   Respond to Patient Relations grievance letters

   
   

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   Work with Physician Liaisons to investigate and resolve referring provider issues.

   
   

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   Review FORSTA patient surveys

   
   

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   Track comments on the Bethesda Shared folder under FORSTA

   
   

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   Send out the good and learning experiences

   
   

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   Snip kudos and send to the employee, cc leads or site

   
   

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   Snip learning experiences/areas for improvement and send to lead/supervisor for employee feedback. Inform supervisor that you responded to the patient

   
   

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   Responding to patient concerns in FORSTA via email

   
   

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   Lead monthly manager FORSTA review meetings

   
   

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   Serve as the Johns Hopkins Radiology Community Service Council representative

   
   

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   Maintain and update the list of referring providers in our building, including office hours.

   
   

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   Place Avison Young tickets for issues throughout patient areas

   
   

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   Direct vendors to admin to drop off large boxes of supplies, etc. If a small piece of mail or box, i.e., a FedEx or UPS envelope, please deliver it to the addressee. If addressed to the site and has no specific name, please open and deliver accordingly