Patient Liaison Scheduler- Hematology 20 hours weekly
Children's National HospitalAbout the role
Description
The Patient Liaison Scheduler creates a customer‑focused environment that supports the unique needs of patients and families. This role serves as a central liaison between families and staff, coordinating and delivering non‑medical services—such as clinic appointment scheduling, transportation assistance, and general support—to ensure a seamless, patient‑centered experience. Responsibilities include scheduling, pre‑certifying, verifying, and documenting procedures as needed; collaborating to resolve access and care‑coordination 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.
Department- Hematology, Part-Time 20 hours weekly
Qualifications
Minimum EducationHigh 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.
- 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.
Apply for this role
Generate a tailored application kit with a matched cover letter, interview prep, and CV highlights — in under 60 seconds.
Apply Now →Generate Application KitFree account required — sign up in 30s