New

Patient Liaison Scheduler- Genetics

Children's National Medical Center
medical insurance
United States, D.C., Washington
Mar 06, 2026
Description The Patient Liaison Scheduler creates a customerfocused environment that supports the unique needs of patients and families. This role serves as a central liaison between families and staff, coordinating and delivering nonmedical services-such as clinic appointment scheduling, transportation assistance, and general support-to ensure a seamless, patientcentered experience. Responsibilities include scheduling, precertifying, verifying, and documenting procedures as needed; collaborating to resolve access and carecoordination barriers; and enhancing resource awareness across all clinic locations within the department. The Patient Liaison Scheduler leverages patient feedback and experience scorecards to drive continuous improvement and works closely with parents, referring provider offices, and internal CNMC departments to ensure families feel informed, connected, and supported. And additional operational and administrative support as needed. Qualifications Minimum Education High School Diploma or GED (Required) Minimum Work Experience 3 years Healthcare, hospitality, or other related customer relations experience. (Required) Required Skills/Knowledge Excellent verbal, interpersonal, consumer relations and telephone skills required Must answer all incoming calls and avoid messages going to voicemail. Must respond to phone calls promptly and with courtesy and respect Must be able to multi-task and have basic knowledge of medical terminology Excellent customer service skills Professionalism and courtesy Ability to work well with people of diverse backgrounds and cultures Excellent verbal and non-verbal communication skills Excellent organizational skills Ability to function independently and within a group setting Critical thinking skills and problem-solving ability Ability to work in a fast-paced environment and manage multiple tasks simultaneously Ability to speak Spanish desirable Functional Accountabilities Internal and External Relations Act as a liaison between community physicians, CNMC Staff and families to ensure medical appointments, records, and test results, etc. are properly arranged and trouble shoots as necessary Work with Community Physician Liaison/PR & Marketing to ensure community physicians needs are being met and work with Physician Liaison/PR & Marketing to establish methods for meeting those needs Act as a point of contact for referring families to help coordinate appointments, provide driving directions, assist with transportation arrangements and help families navigate through CNMC Monitor and present customer satisfaction surveys and data Collaborate with the Patient Experience Team on improving communication, resource access, and patient-centered care. General Responsibilities Ensure the highest level of customer service for families and vendors by coordinating all non-medical arrangements such as hotels, transportation, directions, restaurant menus, etc to ensure a smooth and easy process when visiting CNMC. Make all families feel like VIP's; meet families and escort to appointments, especially first timers. Coordinate appointments and/or procedures with other departments per patient needs; follow-up with each parent/patient until clinic visits are scheduled. Serve as the primary point of contact for patients and families regarding non-clinical aspects of the patient experience. Meet patients and families at their first visit and escort them to the clinic. Ensure a smooth transition between appointments; support clinic operations staff in ensuring appointment schedules are followed. Assist patients and families with way-finding and accessing amenities (e.g., Cafeteria, Library) during their visit. Serve as a point of contact for patients and family members seeking to submit a compliment, comment, or complaint about their experience in the clinic. Must be willing and able to learn medical insurance verification procedures, insurance screening and financial counseling, billing and ICD-10 coding for their respective department. Must be willing and able to learn Cerner, Passport, STAR and other CNHS registration systems. Must be able to learn and become proficient in the scheduling and calendar management for students, residents, fellows, and attending in the division. Cosolving access and care coordination barriers with the access and triage teams within respective department. Serve as a point of contact for patients and family members seeking to submit a compliment, comment, or complaint about their experience in the clinic and report to Operations Manager. Confirmation of Procedures Assure that a registration for the appointments and diagnostics are in Cerner, STAR, and MADAMS systems at least two days prior to date of procedure or clinic visit. Confirm with parent/guardian; facilitate consents for patients who are wards of the state/district. Confirm and correct computer aided, on-line registration with parent/guardian via telephone or in person in courteous and consumer-orientated manner; collect personal and insurance information. Discuss co-payment, deposits or payment in full requirements with parents prior to scheduled appointment; counsel parent or refer parent to FIC for financial counseling or establishing payment schedule. Contact and verify insurance company in a timely manner to pre-certify procedure, document pre-certification notes in STAR registration system Call parent/guardian to coordinate appointments, work with both the specialty physicians' and parent's schedules, as well as, possibly other physician's schedules for joint procedures; schedule patients for an appointment with the provider; send parent a confirmation letter of procedure/appointment as well as other information relating to the clinic experience. Peer Support Provide expertise for clinic appointments and general patient comfort and navigation. Immediately notify care team by email, of any cancellations and add-on cases. Safety Speak up when team members appear to exhibit unsafe behavior or performance Continuously validate and verify information needed for decision making or documentation Stop in the face of uncertainty and takes time to resolve the situation Demonstrate accurate, clear and timely verbal and written communication Actively promote safety for patients, families, visitors and co-workers Attend carefully to important details - practicing Stop, Think, Act and Review in order to self-check behavior and performance Organizational Accountabilities Organizational Accountabilities (Staff) Organizational Commitment/Identification Teamwork/Communication Performance Improvement/Problem-solving Cost Management/Financial Responsibility Safety Primary Location : District of Columbia-Washington Work Locations : CN Hospital (Main Campus) 111 Michigan Avenue NW Washington 20010 Job : Administrative Support / Customer Service Organization : COE Hospital-Based Specliaties Position Status : R (Regular) - FT - Full-Time Shift : Day Work Schedule : 8:00am-4:30pm Job Posting : Mar 6, 2026, 3:26:41 PM Full-Time Salary Range : 52208 - 87006.4