Patient Family Liaison-Hope Healthcare

It’s inspiring to work with a company where people truly BELIEVE in what they’re doing!

When you become part of the Chapters Health Team, you’ll realize it’s more than a job. It’s a mission. We’re committed to providing outstanding patient care and a high level of customer service in our communities every day. Our employees make all the difference in our success!

The Patient Family Liaison is responsible for presenting Chapters Health System’s services to patients, families, and community partners. The Patient Family Liaison works closely with families to ensure that they are appropriately connected to clinical, social, and community resources.

Qualifications:

• High school diploma or equivalent required; Associate or Bachelor’s degree preferred
• Minimum of two (2) years’ experience in medical, home health, hospice, social work or sales 
• CNA, MA or LPN certification or other relevant certification preferred
• Experience providing information to families and patients
• Strong knowledge of the Medicare hospice benefit including eligibility requirements, levels of care, services provided, and reimbursement of services
• Ability to work in a fast-paced environment
• Strong communication skills (verbal and written)
• Ability to learn Company’s lines of services
• Excellent customer service focus
• Detail oriented
• Ability to multitask and prioritize
• Ability to present oneself in a professional manner
• Ability to manage physical demands and emotional stress of workload
• Strong goal/outcome orientation with exceptional time-management skills
• Mobile Driver - Valid driver’s license and automobile insurance per Company policy 
• Reliable transportation to meet schedule

Competencies:

• Satisfactorily complete competency requirements for this position.

Responsibilities of all employees:

• Represent the Company professionally at all times through care delivered and/or services provided to all clients.
• Comply with all State, federal and local government regulations, maintaining a strong position against fraud and abuse.
• Comply with Company policies, procedures and standard practices.
• Observe the Company's health, safety and security practices.
• Maintain the confidentiality of patients, families, colleagues and other sensitive situations within the Company.
• Use resources in a fiscally responsible manner.
• Promote the Company through participation in community and professional organizations.
• Participate proactively in improving performance at the organizational, departmental and individual levels.
• Improve own professional knowledge and skill level.
• Advance electronic media skills.
• Support Company research and educational activities.
• Share expertise with co-workers both formally and informally.
• Participate in Quality Assessment and Performance Improvement activities as appropriate for the position.

Job Responsibilities:

• Responsible for receiving referrals and appointments for patient and family meetings. Forwards referrals to Care Access Coordinators to enter into EMR.
• Works collaboratively with the admission and sales teams while supporting patient, family, and referral partner’s needs.
• Effectively communicates the benefits of the service lines to patients, families, and partners.  Explains hospice services and philosophy of care and assesses patients and families’ goals.  May obtain consents.
• Conducts assigned visits as determined by the Care Connect Department.  Communicates with Nurse the outcome of meetings regarding patient/family goals of care, anticipated discharge dates, location and any other factors impacting hospice admission.
• Follows-up with Nurse or Social Worker regarding discharge plans.
• Maintains good records, including outcome of patient family meetings through regular use of EMR and assigned reports.  Documents follow-up plans in collaboration with or as directed by Nurse.
• Maintains a high level of urgency in responding to customer needs.
• Establishes and maintains professional relationships between Chapters Health System, its hospice affiliates, and community partners (including hospitals, physicians, long term care facilities, and assisted living facilities, where applicable).
• Performs other duties as assigned.

This position requires consent to drug and/or alcohol testing after a conditional offer of employment is made, as well as on-going compliance with the Drug-Free Workplace Policy.