Health Plan Liaison

Overview
2 days per week; rotating hours 4:30am-6:30pm; Monday-Friday only
The Family Liaison NE at UnityPoint Health supports families and visitors by providing timely patient status updates and assisting with wayfinding and resource coordination. The role communicates effectively with surgical services teams, ensures compliance with HIPAA and regulatory guidelines, and maintains accurate tracking systems. The role upholds UPH's FOCUS values, fostering a supportive environment to enhance family satisfaction and patient experience.
Why UnityPoint Health?
At UnityPoint Health, you matter. We're proud to be recognized as a Top 150 Place to Work in Healthcare by Becker's Healthcare several years in a row for our commitment to our team members.

Our competitive Total Rewards program offers benefits options that align with your needs and priorities, no matter what life stage you're in. Here are just a few:

• Expect paid time off, parental leave, 401K matching and an employee recognition program.
• Dental and health insurance, paid holidays, short and long-term disability and more. We even offer pet insurance for your four-legged family members.
• Early access to earned wages with Daily Pay, tuition reimbursement to help further your career and adoption assistance to help you grow your family.

With a collective goal to champion a culture of belonging where everyone feels valued and respected, we honor the ways people are unique and embrace what brings us together.

And, we believe equipping you with support and development opportunities is a vital part of delivering an exceptional employment experience.

Find a fulfilling career and make a difference with UnityPoint Health.
Responsibilities
Customer Services

• Communicates efficiently with all members of the surgical services team regarding concerns and status changes affecting patient flow, delays and patient pertinent issues
• Updates family and visitors on patient status, sharing pertinent and appropriate information as it becomes available. Supports needs of family and visitors.
• Assists in wayfinding for family and visitors via computer, map and personal escort if indicated.
• Maintains tracking system (reports) for knowledge of patient family/visitor location and identifying information and paging system.
• Available by phone to staff to assist in updating family and visitors promptly.
• Assists in obtaining additional resources, like Chaplain Services, Guest Relations, Housekeeping, Child Life Specialists, Social Worker, Public Safety, Escort Services, etc. as needs become apparent for the patient and family/visitors
• Integrates and demonstrates FOCUS values as a guide to professional behavior, while adhering to the policies and procedures of UPHDM. Practices reflect knowledge of HIPAA and other federal/state regulatory agencies guiding healthcare.
• Demonstrates leadership and professionalism in a constantly changing environment that is key to patients and family/visitor satisfaction with our facility.

Qualifications
High school graduate or actively pursuing high school diploma
Experience:

• Strong leadership and organizational skills
• Customer service in a medical field or office preferred.

Knowledge/Skills/Abilities:
Writes, reads, comprehends and speaks fluent English.

Multicultural sensitivity.

Microsoft Office - basic computer skills.

Customer/patient focused.

Critical thinking skills using independent judgment in making decisions.

Other:
Use of usual and customary equipment used to perform essential functions of the position.