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The Family Care Liaison acts as the intermediary between patient’s families and healthcare providers. They are responsible for reviewing past treatment, upcoming treatment plans and communicating to the scheduling team when necessary. They educate families, and address their concerns by working with other departments when necessary.
Job Responsibility:
Provide exceptional customer service to responsible parties who are calling in with questions regarding patient treatment
Central point of contact for families, explaining visit notes and treatment plans
Respond to emails and phone calls within 1 business day
Collaborate with Clinical Care Coordinators to ensure that patients are being added to list if necessary
Update system with information regarding each email/phone communication
Perform other duties as necessary
Requirements:
Customer Service – manages difficult client/customer situations, responds promptly to customer needs, solicits customer feedback to improve service, responds to requests for service and assistance and meets commitments
Planning/organizing—prioritizes and plans work activities and uses time efficiently
Quality control/Attention to detail—demonstrates accuracy and thoroughness
monitors own work to ensure quality and applies feedback to improve performance
Adaptability—adapts to changes in the work environment, manages competing demands, and can deal with frequent change, delays, or unexpected events
Dependability—is consistently at work and on time, follows instructions, responds to management direction, and solicits feedback to improve performance
Computer skills – considerable knowledge of computer systems/programs including Excel
Ability to quickly learn, adapt, and navigate new or complex software systems
Ability to work in and utilize multiple systems concurrently
Able to work in collaborative team environment
Ability to lift 15-20 lbs
Associate or bachelor’s degree preferred – equivalent work experience accepted
Previous experience in healthcare or dental setting preferred