Surgical Patient/Waitlist Liaison- Surrey

Detailed Overview

Supporting the Vision, Values, Purpose and Commitments of Fraser Health including service delivery that is centered around patients/clients/residents and families: This position works closely with Surgical Information Systems, Clinicians, and various clinical departments to support Fraser Health in its focus to establish and maintain positive and effective relationships with patients/clients/residents and families. Based within the surgical portfolio, this role acts as the primary contact for surgical patient questions and concerns and provides timely and effective determination of follow up actions. Works closely with departments and clinicians to ensure client concerns are addressed in a timely and effective manner. Provides patients/clients/residents and families with important information about their surgical journey status; responsible for a system of tracking, analyzing and reporting client feedback activities. Provides administrative and analytical support to the site or the department in the management, resolution and education of patient/client/resident issues. Provides confidential reviews of surgical patient waitlists for audit purposes by extracting and verifying system data. Liaises and follows up with physician offices to determine reasons for surgical delays; compiles reports to physicians, Surgical Services Management and Operating Room Booking Office staff. Participates in the provision of data and quality-related information for systems used within Surgical Services. This role utilizes confidential and professional standards including regulatory privacy requirements in areas of patient liaison and waitlist and information reporting. Responsibilities Acts as the primary contact for surgical patient questions and concerns brought forth to the Point of Contact intake and provides timely and effective determination of follow up actions in response to patients/clients/residents and/or family. Fulfills obligations and responsibilities in the context of relevant privacy legislation and regulations and collaborates with internal stakeholders to achieve Ministry of Health and Health Authority mandates. Supports and participates in process improvement to ensure the effective and efficient administration of the Surgical Patient Liaison role by addressing and resolving day to day issues, evaluating procedures, and making recommendations and implementing the revised improvements. Provides confidential reviews of surgical patient waitlists for audit purposes by extracting and verifying system data; follows-up with physician offices to determine reasons for surgical delays; compiles reports for physicians, Surgical Services management and OR Booking Office staff. Composes and edits correspondence on matters of a sensitive/confidential nature ensuring appropriate follow up. Conducts site reviews to determine processes related to surgical booking including Physician and OR Booking offices. Participates in the development and maintenance of efficient systems for creating, maintaining and formatting documents, operation manuals, and materials. Liaises with sites and surgeon MOA’s on estimated wait times and communicates such to patients. Performs the administrative duties required to carry out patient notification in an organized and efficient manner. Assists in the coordination and the preparation of periodic or special reports required by internal and external customers ensuring accuracy and professional presentation. Enters requisite information into a variety of databases/spreadsheets for relevant program activities; compiles, prepares, and reviews standard audit reports. Completes regular auditing of scheduling and waitlists in Meditech Operating Room Module (ORM) and Meditech Expanse. Liaises with other disciplines or surgeon offices to ensure standards are met for bookings and waitlist management. Assists with orienting new staff by performing duties such as demonstrating work procedures, demonstrating use of equipment/systems and providing related information. Performs other related duties as required. Qualifications Diploma program in Business or Health Administration plus three years' related experience in surgical/clinical, client relations complaint administration or an equivalent combination of education, training and experience. COMPETENCIES: Demonstrates the leadership practices of the Fraser Health Leadership Framework of Clear, Caring and Courageous and creates the conditions for people to succeed. Professional/Technical Capabilities Demonstrated ability to liaise, communicate and deal effectively with staff and public in a courteous, tactful and diplomatic manner. Ability to provide a high degree of discretion in handling confidential and sensitive information and situations. Ability to use virtual meeting platforms, such as Microsoft Teams, for participation and presentations. Ability to facilitate and promote positive public relations with clients/patients/families. Familiarity with or knowledge of clinical computer systems such as Surgical Patient Registry (SPR); Meditech Client Server, Meditech Expanse, Meditech Operating Room Module (ORM) and ADM. Medical terminology coupled with knowledge of surgical operations. Demonstrated ability to function independently and organize work with minimal supervision Demonstrated proficiency in the use of personal computers and ability to operate related equipment. Ability to use standard office software packages such as Microsoft Office at an intermediate or advanced level. Demonstrated ability to work under pressure and meet deadlines. Physical ability to perform the duties of the position. About Fraser Health Fraser Health is the heart of health care for over two million people in Metro Vancouver and the Fraser Valley in British Columbia, Canada, on the traditional, ancestral and unceded lands of the Coast Salish and Nlaka’pamux Nations and is home to 32 First Nations within the Fraser Salish region. People - those we care for and those who care for them - are at the heart of everything we do. Our hospital and community-based services are delivered by a team of 48,+ staff, medical staff and volunteers. We are committed to planetary health and value diversity in the work force. We strive to maintain an environment of respect, caring and trust. Fraser Health’s hiring practices aspire to ensure all individuals are treated in an inclusive, equitable and culturally safe manner. Together, we are the heart of health care. Instagram | Facebook | LinkedIn | X | Indeed | Glassdoor IMPORTANT: Recruitment scam warning Please be on alert for recruitment scams. We are aware of several scams targeting individuals by falsely claiming to represent Fraser Health. Always take precautions when sharing personal details with unverified sources. Please note that we will never ask for money or payment, nor ask you to download or install an app at any point during our recruitment process.