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Schedule Weekly Hours:
Shift: Monday - Friday 7:45am-5pm
The Patient Liaison works as a team member to assist internal
and external customers assuring accurate and complete registration,
scheduling appointments, demographic information, insurance
coverage, collecting payments and monitoring customer
Represents Gundersen Health System's high standards for customer
service in all telephone and face-to-face encounters through
courteous, patient and respectful conduct and conversation.
Communicates effectively with patients, family members and
Gundersen Health System staff to schedule appointments, admissions,
surgeries, tests and procedures utilizing good customer service
skills. Provides information and instruction in a confidential
manner to prepare patients for current and future appointments.
Uses CWS (clinical workstation) to respond to the requests of MD,
nurses, MA's to create, update and/or print patient's protected
health information to assist with completion of documentation.
Responsible to ensure accurate and complete data for promptly
registering patients, gathering, verifying and up-dating
demographics, as well as insurance and benefit information to drive
a timely billing process for our patients.
Demonstrates and maintains successful completion of defined core
competencies in computer skills related to patient registration and
appointment scheduling, insurance, cash collection and department
Works within the organizational financial guidelines to collect
payment and assist customers with financial need for payment of
services, utilizing appropriate resources.
Obtains appropriate signatures on forms relating to
registration, billing, and patient care, meeting all compliance
regulations and requirements.
Assists in obtaining estimates for patient responsibility and
notifies guarantors prior to treatment according to published
Keeps current through periodic in-service on registration
policies, procedures, insurance guidelines and other information
related to position.
Solicits and responds to customer complaints/concerns either in
writing or verbally, using appropriate resources.
Views, documents, or prints from the patients electronic health
record to assist with coordination of patient care.
- Performs other job-related duties as assigned.
Education and Learning:
High School Diploma or equivalency
1 year experience in an office setting requiring customer
service responsibilities and computer competency in Microsoft
1 year experience in a medical facility setting and/or extensive
customer service experience.
License and Certifications:
Optometry departments require patient liaisons to be a Certified
Patient Service Specialist (CPSS) within 18 months of hire
Age Specific Population Served:
Infant (less than 1 year)
Pediatric (1 - 12 years)
Adolescent (13 - 17 years)
Adult (18 - 64 years)
Geriatric (65 years & older)
Category II - Some (but not all) employees in this job title may
have a reasonably anticipated risk of occupational exposure to
blood and/or other potentially infectious materials, usually by
location or specific departments.
Exposed to infectious diseases.
Physical Requirements/Demands Of The Position:
Sitting Continually (67-100% or 8 hours)
Static Standing Occasionally (6-33% or 3 hours)
Walking/Standing Occasionally (6-33% or 3 hours)
Stooping/Bending Occasionally (6-33% or 3 hours)
Reaching - Shoulder Level Occasionally (6-33% or 3 hours)
Reaching - Below Shoulder Occasionally (6-33% or 3 hours)
Reaching - Above Shoulder Occasionally (6-33% or 3 hours)
Repetitive Actions - Fine Manipulation Frequently (34-66% or 5.5
If you need assistance with any portion of the application or
have questions about the position, please contact
HR-Recruitment@gundersenhealth.org or call 608-775-0267
Equal Opportunity Employer