The Patient Care Liaison is an essential member of the Quality Improvement Department at North Central Family Medicine. Under the direction of the Quality Improvement Director, the Patient Care Liaison supports the promotion of health and disease prevention and communicate with managed care organizations, patients and  and patient’s families. Works hand in hand with North Central team members to achieve quality outcomes for the population of all the practices. Responsible for activities related to the quality improvement outreach efforts including patient outreach calls, closing gaps in care, and improving health outcomes.

Duties and Responsibilities include the following.  Other duties may be assigned.

1.     Participates in outreach activities for the Quality Improvement program as appropriate.

2.     Utilizes EMR Systems, registries, health maintenance data, opportunity reports, payer portals and other data as available to validate gaps and conduct outreach activities as assigned.

3.     Conducts patient outreach, schedule, and confirm patient appointments.

4.     Maintains tracking of outreach activities and gap closures.

5.     Maintain a monthly dashboard of work including documentation and summary of reports worked, number of patient calls made, appointments established, and other significant data as a result of outreach efforts.

6.     Utilize data to verify patient information for mailings and outreach.

7.     Maintain effective communication within the organization and with external organizations.

8.     A caring individual with true compassion, creativity and flexibility.

Supervisory Responsibilities:  None


To perform this job successfully, an individual must be able to perform each essential duty satisfactorily.  The requirements listed below are representative of the knowledge, skill, and/or ability required.  Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.


Associates or Bachelor’s degree is preferred

Call Center experience is preferred

Bilingual candidates is preferred


Language Ability:

Ability to read and comprehend simple instructions, short correspondence, and memos. Ability to write simple correspondence. Ability to effectively present information in one-on-one and small group situations to customers, clients, and other employees of the organization.

Math Ability:

Ability to add, subtract, multiply, and divide in all units of measure, using whole numbers, common fractions, and decimals.  Ability to compute rate, ratio, and percent and to draw and interpret bar graphs.

Reasoning Ability:

Ability to apply commonsense understanding to carry out instructions furnished in written, oral, or diagram form.  Ability to deal with problems involving several concrete variables in standardized situations.

Certificates and Licenses:

Knowledge, Skills and Other Abilities:
Ability to develop and maintain personable, yet professional relationship with patients and staff is required.

Knowledge of computer applications related to excel spreadsheets.

Knowledge of medical records and clinical care processes.

Ability to interact effectively with health care team members.

Exhibit knowledge of medical records and analysis of processes of clinical care.

Physical Demands:

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.  Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this job, the employee is regularly required to use hands to finger, handle or feel objects, tools, or controls.  The employee is frequently required to stand, sit, reach with hands and arms, and talk or hear.  The employee is occasionally required to walk and stoop, kneel, crouch, or crawl. The employee must occasionally lift and/or move up to 25 pounds.  Specific vision abilities required by this job include close vision.

Work Environment:

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job.  Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Potential for rare exposure of blood borne disease (category II) and chemical hazards (category B)

The noise level in the work environment is usually moderate.


Tagged as: community health, healthcare, medical