Borinquen Medical Centers is based in Miami, FL and is seeking to hire a full-time Clinical Liaison. The Clinical Liaison will work under the direction and supervision of the Director of Clinical Services & Risk Management, and will support the organization’s aim to strive for clinical and service excellence. Utilization of tools such as EHR reports, patient surveys, feedback, and trend analysis will be used to guide improvement initiatives. Works in collaboration with providers and clinical managers to target opportunities for improved clinical and documentation workflow, and patient experience. Maintains collaborative team relationships with peers and colleagues in order to effectively contribute to the achievement of goals, and to help foster a positive work environment.

DUTIES AND RESPONSIBILITIES

• Remain the point to contact for external medical providers needing to contact BHCC medical providers.
• Support the ongoing implementation of NCQA PCMH standards.
• Support the enhancement if clinical services.
• Communicate in a professional and effective manner with individuals throughout BHCC.
• Appropriate verbal, written, and interpersonal communication is used at all times.
• Receives clinical and quality of care complaints/grievances and facilitates timely response in the most appropriate manner, engaging relevant clinical or management parties in the evaluation and response process under direction off the Director of Clinical Services & Risk Management.
• Regularly uses active listening as an effective way to promote communication among parties.
• Effectively prioritizes complaints/grievances.
• Makes recommendations for process or service improvement opportunities, while maintaining the privacy and confidentiality of all parties involved.
• May design and initiate special projects under the direction of the Director of Clinical Services & Risk Management.
• Maintains awareness of compliance and regulatory issues and notifies Risk Manager of any actual or potential risk situations.
• Promotes an environment that supports and adheres to patient rights.
• Informs departmental leadership of non-routine problems and situations.
• Demonstrates excellent conflict management skills to achieve issue resolution.
• Maintains a neutral role creating a bridge between all parties involved throughout an issue.
• Interviews members BHCC to gather data regarding an issue.
• Makes decisions applying critical thinking as a process towards resolution.
• Provide communication and timely responses to parties involved in a complaint or grievance towards actions and a final decision.
• Maintains confidentiality of all files and allows access only to persons appropriately involved in the resolution of the concern.
• Maintains ownership for communication of resolution or response to all parties involved.
• Demonstrates proficiency in application of service recovery consistent with organizational policy and best practice.
• Promote and apply AIDET in appropriate situations.
• Maintains comprehensive, accurate, and timely documentation of all feedback received from patients, families, or guests.
• Responsible for entering, updating, and closing information throughout involvement with complaint or grievance.
• Maintains knowledge of BHCC services and resources available to patients.
• Other duties as assigned by immediate supervisor as required.

• Medical Assistant or LPN license or at least 5 years of health care experience. Additional related experience may substitute for required education on the same basis. For jobs where equivalency is permitted, up to two years of non-related college course work may be applied towards the total minimum education/experience required for the respective job.

BENEFITS

• Medical/Dental/Vision/Short Term Disability
• Company paid long term disability
• Life insurance
• 401K Plan
• Standard Paid Holiday's
• Vacation and Sick Time
• Amazing Team & Atmosphere