Patient Liaison Scheduler- Hematology 20 hours weekly

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

Minimum Education

High 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.

General Responsibilities

• 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.
• Assist patients and families with way-finding and accessing amenities (e.g., Cafeteria, Library) during their visit.
• Serve as a point of contact for patients and family members seeking to submit a compliment, comment, or complaint about their experience in the clinic.
• Must be willing and able to learn medical insurance verification procedures, insurance screening and financial counseling, billing and ICD-10 coding for their respective department.
• Must be willing and able to learn Cerner, Passport, STAR and other CNHS registration systems. Must be able to learn and become proficient in the scheduling and calendar management for students, residents, fellows, and attending in the division.
• Co‑solving access and care coordination barriers with the access and triage teams within respective department.
• Serve as a point of contact for patients and family members seeking to submit a compliment, comment, or complaint about their experience in the clinic and report to Operations Manager.

Confirmation of Procedures

• Assure that a registration for the appointments and diagnostics are in Cerner, STAR, and MADAMS systems at least two days prior to date of procedure or clinic visit.
• Confirm with parent/guardian; facilitate consents for patients who are wards of the state/district.
• Confirm and correct computer aided, on-line registration with parent/guardian via telephone or in person in courteous and consumer-orientated manner; collect personal and insurance information.
• Discuss co-payment, deposits or payment in full requirements with parents prior to scheduled appointment; counsel parent or refer parent to FIC for financial counseling or establishing payment schedule.
• Contact and verify insurance company in a timely manner to pre-certify procedure, document pre-certification notes in STAR registration system
• Call parent/guardian to coordinate appointments, work with both the specialty physicians’ and parent's schedules, as well as, possibly other physician’s schedules for joint procedures; schedule patients for an appointment with the provider; send parent a confirmation letter of procedure/appointment as well as other information relating to the clinic experience.

Peer Support

• Provide expertise for clinic appointments and general patient comfort and navigation.
• Immediately notify care team by email, of any cancellations and add-on cases.

Safety

• Speak up when team members appear to exhibit unsafe behavior or performance
• Continuously validate and verify information needed for decision making or documentation
• Stop in the face of uncertainty and takes time to resolve the situation
• Demonstrate accurate, clear and timely verbal and written communication
• Actively promote safety for patients, families, visitors and co-workers
• Attend carefully to important details - practicing Stop, Think, Act and Review in order to self-check behavior and performance

Organizational Accountabilities

Organizational Accountabilities (Staff)

Organizational Commitment/Identification

• Teamwork/Communication
• Performance Improvement/Problem-solving
• Cost Management/Financial Responsibility
• Safety
• Primary Location

District of Columbia-Washington

Work Locations

CN Hospital (Main Campus)

Job

Administrative Support / Customer Service

Organization

Cntr for Cancer_ Blood Dsordrs

Position Status

R (Regular)

Shift

Day

Work Schedule

20 hours

Job Posting

Apr 14, 2026, 12:59:27 AM

Full-Time Salary Range

52208