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Reporting to the Director of Concierge Services, the concierge services patient liaison is responsible for coordinating the high-level patient care referrals of the Concierge Services Office, including specific responsibility for patients of the Concierge Services Program and Affinity Relationship Programs. The patient care liaison must make a significant contribution to the annual Concierge Service departmental goals relative to improving patient and customer satisfaction, access to clinical services, increased referrals, and medical center philanthropy.
The liaison is administratively responsible for providing efficient, personalized services to high-level concierge patients at UCSF Medical Center in order to coordinate access to all institutional clinical services. Services may include: record review, physician referral, registration, obtaining medical records, multiple appointment/consultation scheduling, transportation and hotel accommodations, and personalized patient escort service, etc. Must be able to effectively communicate with a diverse population of high-level concierge patients and referring entities, including Fortune 500 business leaders and owners, major donors and “friends” of UCSF, politicians, celebrities, UC senior leadership and faculty, etc.
Department Overview
Concierge Service is offered to UCSF donors, those with important relationships to UCSF, patients with complicated needs and their families, friends and colleagues.
Responsibilities
% of time | Essential Function (Yes/No) |
Key Responsibilities (To be completed by Supervisor) |
45% | Yes | Works on patient referrals according to established procedures, provides personal and customized service. May include patient record review, physician referral, registration, financial counseling, transportation and housing. |
15% | Yes | Utilizes resources across the medicalcenter and / or healthcare system to successfully meet program goals. Includes meeting patient satisfaction standards, increased referrals, marketing, outreach and philanthropy. |
15% | Yes | Liaison with departments across the medical center or healthsystem for referrals. Assists with establishing appropriate services based on diagnostic information. |
10% | Yes | Consults withfamily members to discuss theirneeds, provide assistance with lodging, transportation, meals, and various aspects of daily life. |
15% | Yes | Maintains database and provides reporting of referrals, marketing and outreach metrics, etc. |
100% |
| (To update total%, enter the amount of time in whole numbers(without the % symbol - e.g., 15, 20) then highlight the total sum(e.g., 1%) at the bottomof the columnand press F9. The total sum shouldadd up to 100%.) |
Qualifications
REQUIRED QUALIFICATIONS
- A minimum of 3 years related experience required, 3-5 years of experience in the health care field in a position involving considerable judgment and discretion or an equivalent combination of education and experience preferred.
Ability to produce an appropriate quantity of work in a timely and consistent manner. Skills to concentrate on monitoring the accuracy of work without getting bogged down in unnecessary detail.
- Interpersonal skills to develop positive working relationships with patients, team members, and cross-functionally. Actively cooperates and supports the work of others to get a job done.
- Demonstrates ability to apply reasoning skills to evaluate issues and identify a potential solution. Acquiring analytical abilities to weigh alternative solutions against objectives.
- Ability to perform all commonly applicable functions in word processing and spreadsheet software.
- Responsible for displaying exceptional organizational and time management skills to the patient, ability to work independently, and to multitask in a fast-paced environment.
- Responsible for handling sensitive, confidential issues and information with the ability to work with an appropriate sense of urgency for immediate results
PREFERRED QUALIFICATIONS
- Bachelor’s degree in a related area and/or equivalent experience/training.
- A minimum of 3-5 years of experience in the health care field in a position involving
- Working knowledge of medical center concierge services to perform essential functions efficiently and effectively.
- Demonstrates knowledge of concierge services and relevant medical center and UC policies. Acquiring knowledge of relevant federal, state, and local regulations. Ability to follow processes to maintain compliance.
- Demonstrates skills to teach patients through breaking down moderately complex concepts/policies in an understandable way.
- Manage the direction of the referral process with Clinical Departments to determine appropriate service or physician based on diagnostic information provided by the patient; provide the patient with faculty bios, summary information on UCSF Medical Center services, and/or diagnostic tools.
- Coordinate the gathering of medical records, films and reports for review by physician or service; Schedule consultations, second-opinion appointments, ancillary services and/or coordinate inpatient admissions; Provide on-site personalized escort services to the patients as requested; and conduct daily visits of “concierge” inpatients; provide written documentation of the referral; responsible for gathering and sending reports, films, lab results as requested by the patient.
- Considerable judgment and discretion or an equivalent combination of education and experience.
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