Surgical Patient/Waitlist Liaison Job at Fraser Health
Fraser Health is responsible for the delivery of hospital and community-based health services to over 1.9 million people in 20 diverse communities from Burnaby to Fraser Canyon on the traditional territories of the Coast Salish and Nlaka’pamux Nations. Our team of 43,000 staff, medical staff and volunteers is dedicated to serving our patients, families and communities to deliver on our vision: Better health, best in health care.
We have an exciting Full Time opportunity for a Surgical Patient/Waitlist Liaison to join our team at Central City Tower located in Surrey, BC.
Effective October 26th, 2021, all new hires to Fraser Health will need to have full COVID 19 vaccination (have received a full series of a World Health Organization “WHO” approved vaccine against infection by SARS-COV-2, or a combination of approved WHO vaccines). Please note this applies to all postings, and individual medical exemptions must be approved by the Provincial Health Officer.
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Come work with dedicated health care providers who are enthusiastic and committed to provide quality healthcare to our clients/patients/residents. We invite you to find out why more than 95% of new employees recommend Fraser Health as an excellent place to work. Work hard and have fun while you do it.
Supporting the Vision, Values, Purpose and Commitments of Fraser Health including service delivery that is centered around patients/clients/residents and families:
This position works closely with Surgical Information Systems, Clinicians, and various clinical departments to support Fraser Health in its focus to establish and maintain positive and effective relationships with patients/clients/residents and families.
Based within the surgical portfolio, this role acts as the primary contact for surgical patient questions and concerns and provides timely and effective determination of follow up actions. Works closely with departments and clinicians to ensure client concerns are addressed in a timely and effective manner. Provides patients/clients/residents and families with important information about their surgical journey status; responsible for a system of tracking, analyzing and reporting client feedback activities. Provides administrative and analytical support to the site or the department in the management, resolution and education of patient/client/resident issues.
Provides confidential reviews of surgical patient waitlists for audit purposes by extracting and verifying system data. Liaises and follows up with physician offices to determine reasons for surgical delays; compiles reports to physicians, Surgical Services Management and Operating Room Booking Office staff. Participates in the provision of data and quality-related information for systems used within Surgical Services. This role utilizes confidential and professional standards including regulatory privacy requirements in areas of patient liaison and waitlist and information reporting.
Responsibilities:- Acts as the primary contact for surgical patient questions and concerns brought forth to the Point of Contact intake and provides timely and effective determination of follow up actions in response to patients/clients/residents and/or family.
- Fulfills obligations and responsibilities in the context of relevant privacy legislation and regulations and collaborates with internal stakeholders to achieve Ministry of Health and Health Authority mandates.
- Supports and participates in process improvement to ensure the effective and efficient administration of the Surgical Patient Liaison role by addressing and resolving day to day issues, evaluating procedures, and making recommendations and implementing the revised improvements.
- Provides confidential reviews of surgical patient waitlists for audit purposes by extracting and verifying system data; follows-up with physician offices to determine reasons for surgical delays; compiles reports for physicians, Surgical Services management and OR Booking Office staff. Composes and edits correspondence on matters of a sensitive/confidential nature ensuring appropriate follow up.
- Conducts site reviews to determine processes related to surgical booking including Physician and OR Booking offices.
- Participates in the development and maintenance of efficient systems for creating, maintaining and formatting documents, operation manuals, and materials.
- Liaises with sites and surgeon MOA's on estimated wait times and communicates such to patients.
- Performs the administrative duties required to carry out patient notification in an organized and efficient manner.
- Assists in the coordination and the preparation of periodic or special reports required by internal and external customers ensuring accuracy and professional presentation.
- Enters requisite information into a variety of databases/spreadsheets for relevant program activities; compiles, prepares, and reviews standard audit reports.
- Completes regular auditing of scheduling and waitlists in Operating Room Module (ORM). Liaises with other disciplines or surgeon offices to ensure standards are met for bookings and waitlist management.
- Assists with orienting new staff by performing duties such as demonstrating work procedures, demonstrating use of equipment/systems and providing related information.
- Performs other related duties as required.
Diploma program in Business or Health Administration plus three (3) years' related experience in client relations complaint administration or an equivalent combination of education, training and experience.
Skills and Abilities
Demonstrates the LEADS capabilities of Leads Self, Engages Others, Achieves Results, Develops Coalitions and supports Systems Transformation.
Professional/Technical Capabilities
- Demonstrated ability to liaise, communicate and deal effectively with staff and public in a courteous, tactful and diplomatic manner.
- Ability to provide a high degree of discretion in handling confidential and sensitive information and situations.
- Ability to facilitate and promote positive public relations with clients/patients/families.
- Familiarity with or knowledge of clinical computer systems such as Surgical Patient Registry (SPR); MEDITECH, Operating Room Module (ORM) and ADM.
- Medical terminology coupled with knowledge of surgical operations.
- Demonstrated ability to function independently and organize work with minimal supervision
- Ability to use related equipment such as standard office software packages.
- Demonstrated ability to work under pressure and meet deadlines.
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