Practice Liaison

Millennium Physician Group

Full Time (Monday-Friday 8AM-5PM)

Remote Position

Job Summary

The Practice Liaison is responsible for connecting patients and medical providers, acting as a bridge to enhance communication and address patient concerns. Under the guidance of leadership, the Liaison is also responsible for managing and resolving conflicts by employing active listening techniques to identify the core issues of dissatisfaction among patients and families. This position involves coordinating with relevant stakeholders within the organization to ensure effective resolution processes. Additionally, the Liaison will help develop and implement strategies that facilitate open dialogue between patients, families, and medical professionals, ultimately aiming to improve patient engagement and satisfaction across diverse practices and departments. Through data analysis, observation, and collaboration with cross-functional teams, the Liaison will contribute to optimizing patient care outcomes and uphold a commitment to patient advocacy and service excellence.

Essential Duties and Responsibilities include the following. Other duties may be assigned.

• Lead and manage Patient Engagement initiatives across diverse practices and departments, fostering collaborative relationships to enhance patient care.
• Facilitate the integration of practices and providers to support Patient Engagement efforts, working closely with assigned areas, regions, and business units to optimize outcomes.
• Analyze key performance metrics, including practice answer rates, call volumes, and stat/backline transfer data, to drive improvements in patient care quality.
• Conduct thorough observations at practice sites to identify root causes of performance deficiencies, providing actionable recommendations for enhancements.
• Develop comprehensive data analysis for Patient Engagement/PCC, creating detailed reports for practice leadership that address errors, complaints, and overall performance metrics.
• Examine Patient Connection Center (PCC) answer rates and related data to ensure a high standard of patient care.
• Compile and present monthly and quarterly reports for regional practice leaders that include patient engagement metrics, PCC performance data, and summaries of patient complaints-all while upholding HIPAA compliance with patient information.
• Assess and document the reasons behind patient transfers and the case data associated with them, capturing insights to inform future initiatives.
• Collaborate with cross-functional teams, including colleagues, managers, and leadership, to enhance operational performance by refining data utilization and analysis methods.
• Deliver high-impact presentations and facilitate training sessions to support knowledge sharing and best practices across the organization.
• Develop and manage responses to practice-related issues or complaints through careful analysis of patient feedback and clinical data.
• Ensure all data collection processes are conducted with confidentiality, professionalism, and ethical consideration.
• Demonstrate effective crisis management skills, exhibiting strong facilitation and problem-solving abilities.
• Uphold a robust knowledge of patient rights, remaining committed to advocacy on behalf of patients.
• Foster exceptional relationships with referral sources and physicians, enhancing collaboration and communication.
• Exhibit outstanding written and verbal communication skills, contributing to a culture of excellent service for both internal team members and patients.
• Serve as a liaison between practices, PCC, and other relevant departments, ensuring a seamless flow of communication.
• Accurately document patient issues, monitor review statuses, and ensure adherence to HIPAA as well as federal and state regulations regarding patient complaints.
• Identify trends in patient concerns and promptly notify relevant stakeholders when patterns emerge, facilitating proactive interventions.
• Collaborate with multiple departments within the organization, establishing strong relationships with multidisciplinary teams to address and resolve issues effectively.
• Recognize situations that may require escalated intervention from Risk Management and Compliance or other members of leadership within MPG.
• Maintain meticulous records of patient issues, ensuring reviews are conducted in compliance with established regulatory standards.
• Demonstrate excellent guest service to internal team members and patients.
• Perform other related duties as assigned.

Qualifications

• Bachelor's degree in healthcare administration, business administration, or related field, preferred.
• 3+ years of experience in patient experience, healthcare administration, and organizational training
• (preferably in a healthcare setting).
• 2+ years of healthcare experience in a service position.
• Possesses excellent independent judgment, critical thinking skills, and knowledge of de-escalation techniques
• Excellent written and verbal communication skills.
• Excellent critical thinking and crisis management skills.
• Demonstrate excellent assessment skills.
• Knowledge and minimal experience with data and reporting.
• Experience with database entry.
• Ability to work independently in a fast-paced, cross-functional environment.

Benefits:

• 3 weeks PTO & 7 paid holidays
• Medical, Dental, Vision
• Employer Paid Basic Life & Short Term Disability coverage (goes into effect after 1 year of full-time employment)
• 401(k) with match
• Employee Wellness
• Other Employee Discount programs like Tickets at Work and cell phone discounts
• Other benefits: Dependent Care FSA, Voluntary Life, Long Term Disability, Critical Illness, Pet Insurance, and more

See Full Job Description for more details

Why Millennium?

Millennium Physician Group is one of the largest comprehensive primary care practices with healthcare providers throughout Florida.

At Millennium Physician Group, you will find an organization that focuses on family and building a strong network of people to care for the communities we serve. We are always searching for employees who have a strong customer service attitude, fantastic teamwork skills and a willing smile ready to share.

Our promise is to provide you with the tools to do your job successfully, as well as providing a team atmosphere that empowers you to seek better ways to deliver care to our patients and their families. We also promise to care for you as an individual, and help you grow in your role with Millennium Physician Group.

If you are interested in joining an organization that puts an emphasis on team work and family, then Millennium Physician Group is the right choice.

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