Patient Relations Liaison

Job Description

Job Description

Company Overview
Over the past 40 years, Chaparral Medical Group (CMG) has established itself as a leading primary and multi-specialty care provider for California's Inland Empire. In 2022, CMG joined forces with Akido Labs, a tech-enabled healthcare company, to transform the healthcare experience from the ground up. This partnership joins CMG's medical services with Akido's innovative technology to relieve the frustrations felt by everyone involved in care delivery, from medical providers and their staff, to the patients and their families. Ultimately, this means our providers spend more time caring for patients and less time bogged down with administrative work. 

As part of the Akido medical network, we are currently responsible for more than 250,000 patients in Southern California, with plans to expand into new markets across the U.S. We care deeply about the communities we serve and are committed to providing accessible, high quality healthcare that helps our patients and communities live their fullest lives. We're building a dynamic, diverse and driven team as we continue to grow and broaden our impact. We are seeking passionate people who care deeply about helping patients and communities. We hope you'll join our team

Position Summary  

The Patient Relations Liaison supports the Operations Manager of Patient Relations with strategic growth, community outreach, and marketing initiatives across the organization's two regions. This includes assisting with patient engagement efforts, community events, patient retention programs, reputation management activities, and initiatives designed to increase patient satisfaction, access to care, and organizational visibility within the communities served. 

The ideal candidate possesses strong interpersonal skills, customer service expertise, conflict resolution abilities, and a passion for enhancing both the patient experience and organizational growth. 

Essential Functions  

• Assist the Operations Manager of Patient Relations with regional growth and marketing efforts.
• Represent the organization at community outreach events, health fairs, patient engagement activities, and networking opportunities.
• Support initiatives aimed at strengthening the organization's reputation and patient experience throughout both regions.
• Assist with gathering patient feedback and testimonials to identify opportunities for service enhancement and brand awareness.
• Collaborate with clinic operations teams to improve patient access, communication, and community engagement efforts. 

Key Responsibilities

• Support growth initiatives by helping identify opportunities to increase patient engagement, retention, and community awareness.
• Assist with planning, coordinating, and attending community outreach events and marketing activities across both regions.
• Collaborate with regional leadership to promote services, programs, and organizational initiatives that enhance patient access and visibility.
• Support patient communication campaigns, educational initiatives, and patient experience programs designed to strengthen patient relationships.
• Help monitor online patient feedback, reviews, and reputation management opportunities, escalating concerns as appropriate.
• Assist with regulatory audits and documentation reviews related to patient grievances and complaints.
• Participate in cross-functional projects focused on patient experience, growth strategies, and operational excellence.
• Maintain confidentiality and compliance with HIPAA and organizational privacy requirements. 

Required Qualifications  

• High School Diploma or equivalent required.
• Minimum of two (2) years of experience in patient relations, healthcare operations, customer service, or a related healthcare role.
• Knowledge of healthcare operations, patient rights, HIPAA regulations, and healthcare compliance requirements.
• Strong problem-solving abilities.
• Excellent verbal and written communication skills.
• Ability to handle sensitive and confidential information with professionalism and discretion.
• Strong organizational skills with the ability to manage multiple priorities and deadlines.
• Proficiency in Microsoft Office applications and healthcare information systems. 

Preferred Qualifications  

• Three (3) or more years of patient relations or healthcare customer service experience.
• Experience working in a medical group, ambulatory care setting, hospital, or managed care environment.
• Knowledge of patient satisfaction metrics and patient experience improvement methodologies.
• Bilingual skills preferred.

Physical Requirements:  

• Ability to sit and/or stand for prolonged periods of time.
• Ability to move/carry objects up to 20 pounds.
• Moving from one work site to another as needed.
• Ability to communicate with others to exchange information
• Ability to use and/or type on a laptop/keyboard. 

Hourly pay range

$28—$34 USD

Chaparral Medical Group and Akido MSO are an equal opportunity employers, and we encourage qualified applicants of every background, ability, and life experience to contact us about appropriate employment opportunities.