A Patient Advocate or Navigator provides direct assistance to patients at a health care or long term care facility. Guides patients in understanding their options and making important decisions about their treatment plans and medical costs; provides emotional support; and serves as a liaison with health care providers.
Des Moines, IA Job Details Full-time $22 - $25 an hour 13 hours ago Qualifications Healthcare dispute resolution Computer operation Customer communication Microsoft Excel Patient question and concern management Process optimization Client rapport building Word embeddings Patient complaint handling Care documentation Documentation tools Desktop applications Working with individuals from diverse cultural backgrounds Productivity software Progress documentation Process improvement planning Medical terminology
Full Job Description Description:
ApolloMD is seeking an Emergency Medicine Liaison to support the onsite teams at MercyOne - Des Moines Medical Center in Des Moines, Iowa. This position will be onsite at this location. The Emergency Room Liaison partners with Emergency Medicine leadership to create an integrated care team focused on patient experience and performance monitoring. Acting as the primary contact between patients, families, and the healthcare team, the Liaison facilitates communication, addresses concerns, and ensures a positive experience. This position requires a friendly and professional demeanor to greet patients, assist with their needs, and provide timely updates on treatment progress. A proactive approach is essential to keep patients informed about any delays or changes, helping to alleviate anxiety during critical times. As an Emergency Medicine Liaison, it will be important to feel comfortable in a fast-paced clinical environment, talk with patients and their families, converse with the clinical care team, and have a broad understanding of the Emergency Department along with customer service skills.
Responsibilities:
Communication and Updates:
Regularly update patients and families on their treatment status and address any questions or concerns they may have.
Care Coordination:
Communicate with care teams, including nurses and physicians, to ensure timely communication of patient needs and updates on their condition.
Patient Advocacy:
Advocate for patient needs and concerns to the healthcare team, working to resolve issues and ensure a smooth patient experience.
Discharge Planning:
Assist with discharge needs (i.e., Transportation needs, contacting family members, etc.)
Crisis Management :
Recovering unhappy patients and their families by accessing the proper channels for conflict resolution determined by the facility protocol.
Administrative Tasks:
Track customer interactions and report feedback to the leadership team utilizing tracking tools. Prepare easily understandable documents, scorecards, and newsletters. Engage with projects that align with hospital goals.
Required Skills and Qualifications:
Excellent communication and interpersonal skills, with the ability to build rapport with the clinical team, patients, and families from diverse backgrounds. Strong understanding of basic medical terminology and healthcare processes. Ability to work effectively under pressure in a fast-paced environment. Strong problem-solving and conflict-resolution skills to address patient concerns and complaints effectively. Attention to detail and ability to maintain accurate documentation. Able to be proactive, challenge the status quo, and suggest changes and improvements to existing processes and procedures. Ability to work independently. Knowledge of Microsoft Office Suite (Microsoft Word, Excel, PowerPoint) and basic computer skills
Education and Experience:
A high school diploma or equivalent, with additional healthcare-related training or experience, is preferred. (LPN, scribe, CNA, EMT, or clinical background but not required.) One (1) or more years of relevant work experience emphasizing customer service, performance improvement, data analysis, and project management.
