Sinai Health is looking for an experienced Patient Liaison to support our Fetal Cardiac Program at the Ontario Fetal Centre (OFC) and Medical Disorders of Pregnancy (MDP) clinics. Reporting to the Patient Care Manager, the Patient Liaison Navigator (PLN) role serves to provide exceptional support to patients through various stages of their high risk pregnancy journey. The PLN is paired with the physicians and sonographer on our Fetal Cardiac Service team and works seamlessly and collaboratively with them to ensure a positive patient experience through all aspects of care. The Navigator is available to patients to answer any non-clinical related questions and assist patients in finding answers from the appropriate internal and external resources, which may come from physician offices, the Lab, Genetics, Imaging, or Nursing, and other sources such as the Mount Sinai Hospital web site.
The Navigator plays an essential and active role in preparing patients for their care at our clinics and proactively engages patients after their visit(s) to ensure there is appropriate follow-up. The primary mission of the Navigator is to enable a positive experience for patients throughout their journey. The Navigator is highly motivated to work in the area of fetal cardiology within our maternal-fetal medicine clinics and positively support OFC patients to receive integrated care from an array of medical specialties appropriate for them and their baby(s).
About This Team
Fetal Cardiology Services support the Ontario Fetal Centre and the Medical Disorders of Pregnancy clinics in the Women’s and Infants’ Program at Mount Sinai Hospital. The Ontario Fetal Centre, based at Mount Sinai Hospital, and in partnership with The Hospital for Sick Children, is the first in Canada, and one of only a few centres worldwide, to offer a fully comprehensive range of fetal therapy. The Medical Disorders of Pregnancy (MDP) program provides specialized high-risk pregnancy care for patients with pregnancy-related or pre-existing medical conditions. MFMs in both the OFC and MDP work closely with medical specialists and other health-care professionals to provide comprehensive care.
Our physicians and staff consider patient care a team effort involving superior medical treatment and ground-breaking technology in an environment that emphasizes a compassionate, whole patient approach. Our devoted team of physicians is recognized nationally and internationally for their extensive clinical experience, outstanding academic credentials and research contributions, as well as for their success in caring for persons with high risk pregnancies.
In This Role You Will
- Respond to patient inquiries over the phone and via email
- Act as a resource for patients to ensure they have access to the information and answers needed prior to, during and following their visit(s) with our team of specialists
- Ensure patients are properly booked for appointments, coordinating care among multiple specialists if necessary, to ensure a smooth, efficient and overall excellent patient care experience
- Work with the triage nursing and clerical teams to ensure efficient bookings of initial referrals and follow-up fetal echo procedures to support coordinated patient flow across all clinics within the Ontario Fetal Centre and Medical Disorders of Pregnancy clinics
- Conduct phone calls to patients informing them of the booking details of their initial consultation
- Act as the primary point person to organize any appointment changes initiated by either the patient or care team, and ensure all associated appointments are re-booked/cancelled accordingly
- Proactively review fetal echo scheduling one week in advance to ensure that clinics are booked efficiently and support a smooth patient visit
- Maintain a database of patients who are booked with the Fetal Cardiology Service
- Prepare the patient medical record prior to each visit and ensure relevant documentation is included
- Follow-up on clerical tasks generated as a result of each visit
- Facilitate timely pre and post visit follow-up including: Facilitating referrals to other specialists and referrals for additional diagnostic testing
- Support patient flow through the clinic by preparing exam rooms for appointments, checking that equipment is turned on and functioning, and ensuring educational materials and supplies are stocked at the start of each day
- Provide a high level of customer service
- Perform other duties consistent with the job classification as assigned
Job Requirements
Mandatory
- Successful completion of a University Degree or College Diploma in a Health Sciences related discipline
- Previous experience in a customer service or client relations role
Preferred
- Strong interest and clinical understanding of ambulatory clinic operations
- Previous experience in Women’s and Infants’ Health
Skills and Knowledge
- High level of maturity and ability to demonstrate compassionate care and communication
- High level of service excellence
- High level of communication both written and verbal
- Demonstrated problem solving and critical thinking
- Ability to work independently and take initiative
- Passionate about our patients and the field of high risk pregnancy
- Strong computer skills and ability to work within an electronic medical record
- Intermediate level of skill in Excel or database management
- Highly organized and understands and respects the importance of diversity and inclusion
- Sensitive to the ethical considerations associated with high risk pregnancies
- Demonstrated satisfactory work performance and attendance history
If this sounds like you and you feel ready to build your career within fetal cardiology, apply now and let us know why you’d be a great addition to our team.
