Job Description

Job Status: Full time

Reports to: Patient Liaison Supervisor

The Patient Liaison is a vital ambassador of the patient experience, serving as the first point of connection to care and a trusted guide throughout the patient journey. In a fast-paced, multi-specialty environment, this role manages a high volume of patient requests while ensuring each interaction is handled with empathy, clarity, and efficiency. Patient Liaisons help remove barriers to care, foster strong relationships, and promote seamless coordination across Premium Health’s multiple locations and care teams. Through every interaction, they uphold the Organization’s CARE values - Compassion, Agility, Respect, and Excellence, setting the tone for a positive and patient-centered experience.

Responsibilities

1. Serve as the first point of contact for patients, delivering compassionate, high-quality service
2. Manage a high volume of patient requests, including scheduling appointments, coordinating referrals, and providing information on services and providers
3. Verify insurance coverage and assist patients in navigating access to care
4. Respond to patient inquiries and appropriately route clinical questions
5. Coordinate follow-ups and communication between patients and care teams
6. Maintain accurate patient records while working efficiently in a fast-paced environment
7. Collaborate with clinical and administrative staff to ensure a seamless patient experience
8. Provide front desk coverage as needed and perform other duties as assigned

Qualifications

1. High School Diploma or equivalent
2. 1 year of professional experience in a similar setting, preferably in the healthcare field
3. 1 year of relevant customer service experience preferred
4. Proficiency in Microsoft Office (Word & Excel) or similar software and ability and willingness to learn new systems and programs
5. Ability to balance multiple competing priorities through effective time management and task prioritization.
6. Ability to exercise sound judgement and discretion when analyzing and interpreting situations when problems arise, utilizing knowledge and skills, general precedents and practices.
7. Positive attitude, excellent customer service skills
8. Excellent communication skills (verbal and written), communicating with diverse populations, including physicians, employees, patients, and families
9. Listening skills, empathy, and compassion
10. Effective collaborator and works well with others
11. Demonstrated ability to exhibit a calm, friendly, and professional demeanor, even in high-pressure, fast-paced situations.

Physical Requirements

1. Prolonged periods of sitting at a desk and working on a computer
2. May require periods of standing, bending or reaching
3. Must be able to lift up to 15 pounds as needed
4. Must be able to move around inside the office to access file cabinets, office machinery, etc.
5. Manual dexterity to operate a computer and other office equipment
6. Clear vision and hearing for effective communication

Benefits

1. Public Service Loan Forgiveness (PSLF)
2. Paid Time Off
3. Medical, Dental and Vision coverage with MERP
4. 403(b) Retirement plan with employer matching contribution

Experience Required

Experience not specified