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8110 Gatehouse Road, Falls Church, VA 22042

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PSS Patient Liaison

Center Personal Health 620608 Full Time 8095 Innovation Park Drive, Fairfax, VA, 22031, US

Job Description

As a Pre-Surgical Services (PSS) Patient Liaison, you will communicate effectively and work cooperatively with patients and their families to initiate the testing form, schedule phone interviews and personalize care provided by the PSS team. To help achieve our mission, you will initiate and implement the process required for initial patient contact in the PSS process. Your ability to meet or exceed department productivity and quality assurance performance standards is of vital importance. Utilizing standards, guidelines and written procedures for performing Patient Liaison functions is essential. Communicating effectively and working cooperatively with others while having respect for and an understanding of all disciplines who interact with PSS is required.

Job Responsibilities
  • Demonstrates strong communication skills with a specific focus on customer service. Demonstrates the ability to complete a high volume of scripted calls to patients while maintaining customer service focus.
  • Utilizes testing forms effectively during scripted patient phone calls.
  • Demonstrates a commitment to provide patients with support throughout the pre-surgical process by providing appropriate resources to patients and providing individual phone numbers for additional questions.
  • Demonstrates the ability to schedule telephone interviews efficiently and accurately by following established guidelines.
  • Demonstrates knowledge of the role and necessity for testing form. Demonstrates knowledge of insurance carriers to determine appropriate pre-operative testing sites for surgical patients.
  • Utilizes two identifiers to verify patient identity with each surgical procedure. Initiates the testing form and documents appropriately according to unit procedures and policies.
  • Achieves average daily productivity standards as set by department policy. Adheres to all established scripts for greeting/interview content required while demonstrating ongoing knowledge of all appropriate resources utilized to assist in the completion of the testing form.
  • Maintains consistent high quality performance.
  • Demonstrates the ability to work with the team to manage over 110 received calls daily while completing over 90 calls daily. Schedules phone interviews required for each surgical procedure and/or procedure requiring anesthesia.
  • Utilizes standards, guidelines and written procedures for performing Patient Liaison functions.
  • Supports department performance improvement initiatives.
  • Assists with data collection in support of quality performance improvement initiatives.
  • Effectively communicates with the Pre-Surgical Services (PSS) team and other hospital departments while remaining open to feedback and suggestions in order to identify opportunities for improvement. Identifies unit/department goals and supports the culture of Inova Health System.
  • Identifies and actively seeks members of the PSS department as resources to increase knowledge and seek validation of department guidelines and procedures.
  • Demonstrates the ability to work cooperatively with team members to assist in completing the elements required for the complete chart 48 hours prior to days of scheduled surgeries.

Additional Requirements


High School or GED


-Must be highly motivated to improve customer satisfaction and meet/improve quality goals of the institution.

-Able to communicate effectively and professionally on the phone.

-Able to type/enter data accurately.

-Able to read/spell correct diagnosis, procedures, and patient names.


Benefits and Perks:

  • Health, Vision, and Dental Coverage
  • Life Insurance, Short/Long Term Disability
  • Retirement: Inova matches dollar for dollar the first 5% of your eligible pay that you contribute to the plan
  • Competitive salary: Pay based experience
  • Amazing Paid Time Off: Accrue PTO hours on your very first day of work
  • Supplemental Plans: Including Auto/Home Insurance discounts, Pet Insurance, Identity Theft Protection
  • Additional Benefits: Educational Assistance of up to $5,250/year, Student Loan Refinancing, Adoption Assistance, Child Care Centers, Scholarship Program, Free Parking, Exclusive savings opportunities to in-store events, theme parks, discounts, movie tickets and local offerings and so much more!

See Full List of Benefits Here: 2022 INOVA BENEFITS GUIDE