Patient Liaison Cutler Center Men's Health - Beachwood

A Brief Overview

University Hospitals Cleveland Medical Center is home to some of the most prestigious clinical and research programs in the nation and is perennially among the highest performers in national ranking surveys, including America's Best Hospitals from U.S. News & World Report. UH is committed to Advancing the Science of Health and the Art of Compassion to benefit its patients into the future. This position will be part of University Hospitals Cutler Center for Men and Digestive Health Institute. UH Cutler Center for Men is more than just another healthcare experience. It is a visionary approach to men's health and wellness. A full wrap-around service that aims to redefine wellbeing for men through thoughtful, personalized programs that provide lifelong, comprehensive support. While a core priority, it goes beyond healthcare. UH Cutler Center for Men is both an in-person experience and an online platform that meets members where they are, providing access to services, health expertise, and a community to improve men's health and wellness. UH is seeking a Patient Liaison for University Hospitals Cutler Center for Men with a special focus on digestive health. UH Cutler Center for Men delivers a holistic approach to providing complete patient navigation throughout the patient's care cycle by being a single resource, providing high touch expertise from the intake, to the scheduling to the follow-up, for the purpose of maximizing access and care and ensuring each patient has a tailored approach to their healthcare, lifestyle and behavioral needs. This role is dedicated to the patient/ family in order to improve the customer experience, and to engage and retain them as patients of the UH and as a member of the UH Cutler Center for Men. This Patient Liaison role will provide high touch customer service to customers, building strong relationships while helping them navigate the healthcare system. This is a unique role in a visionary program, the ideal candidate should be flexible, innovative, and comfortable in a start-up culture.
What You Will Do

• Specific focus on digestive health, providing support, knowledge, and education to team members and patients
• Coordinate all patient aspects of the Cutler Center for Men and assigned program for a remarkable, tailored patient experience
• Follow the unique Cutler Center for Men service model for human, digital, and physical interactions and experiences.
• Ensure a seamless coordination of care and treatment journey; educate patients and caregivers on the multidisciplinary nature of care treatment, the role of the Patient Liaison and what to expect from this aspect of care.
• Follow up with patients throughout their treatment journey to ensure well-being and provide ongoing support; aid in the rescheduling of appointments, referrals and other value-add opportunities
• Follow all aspects of the program with guidance from the patient liaison lead and the program manager from scheduling to appointment follow-up; maintain up-to-date records and data that will inform business operations
• Coordinate care and access of specialty and primary medicine care as well as standard and custom health screenings
• Provide advocacy for the patient and family; track interventions and outcomes of patients and families enrolled as a member
• Serve as a resource for referrals as the primary entry point into the program and system
• Develop and maintain relations with caregivers, providers, and hospital departments to keep the Cutler Center for Men Program flow seamlessly
• Knowledge and understanding of programs and services offered by UHHS and Cutler Center for Men
• Actively participate in operational and quality improvement measures
• Initiate and maintain positive relationships with co-workers, patients, providers, and partners

Additional Responsibilities

• Performs other duties as assigned.
• Complies with all policies and standards.
• For specific duties and responsibilities, refer to documentation provided by the department during orientation.
• Must abide by all requirements to safely and securely maintain Protected Health Information (PHI) for our patients. Annual training, the UH Code of Conduct and UH policies and procedures are in place to address appropriate use of PHI in the workplace.

Qualifications:
Education

• High School Equivalent / GED (Required)

Work Experience

• 1+ years of patient facing or customer service experience in a clinic or hospital based setting. (Required) and
• 3+ years of providing navigational services support including scheduling patient appointments and procedures within healthcare systems (Preferred) and
• Previous experience with insurance verification and explanation of services. (Preferred) and
• 3+ years healthcare experience with multiple healthcare data sources including EMR applications, registration and scheduling systems, and medical claims systems. (Required) and
• Clinical degree or licensure can supplement healthcare experience (Required)

Knowledge, Skills, & Abilities

• Demonstrated knowledge of commercial or government insurance products (Required proficiency)
• Knowledge of healthcare resources, benefits, and entitlements for the digestive health (Required proficiency)
• Exceptional customer service with experience in handling service recovery and difficult conversation (Required proficiency)
• High level of emotional intelligence, interpersonal communication, and organizational skills along with sensitivity, tact, and diplomacy (Required proficiency)
• The ability to honor confidentiality (Required proficiency)

Physical Demands

• Standing Occasionally
• Walking Occasionally
• Sitting Constantly
• Lifting Rarely 20 lbs
• Carrying Rarely 20 lbs
• Pushing Rarely 20 lbs
• Pulling Rarely 20 lbs
• Climbing Rarely 20 lbs
• Balancing Rarely
• Stooping Rarely
• Kneeling Rarely
• Crouching Rarely
• Crawling Rarely
• Reaching Rarely
• Handling Occasionally
• Grasping Occasionally
• Feeling Rarely
• Talking Constantly
• Hearing Constantly
• Repetitive Motions Frequently
• Eye/Hand/Foot Coordination Frequently

Travel Requirements

• 10%