Patient Liaison

6 months ago

Toronto, Canada Sinai Health Full time

Sinai Health is a leading academic health science centre with a provincial, national and international reputation for discovering and delivering life-changing care. Since 2015, we have provided excellent and compassionate care in hospital, community and home. Comprised of Mount Sinai Hospital, Bridgepoint Active Healthcare, the Lunenfeld-Tanenbaum Research Institute and our system partner Circle of Care, we translate scientific breakthroughs, push boundaries for health solutions, and educates future clinical and scientific leaders.

At Sinai Health, we care, create possibilities and offer hope. We are looking for an experience **Patient Liaison **to support our **Mount Sinai Fertility Clinic.**

Affiliated with the Sinai Health and the University of Toronto Department of Obstetrics and Gynecology, Mount Sinai Fertility is one of the leading fertility and assisted reproductive technology treatment centres in Canada. MSF is focused on delivering the highest standards of care in a modern and technologically advanced environment and is active in producing clinical and lab related research to support continuous improvement in delivery of care.

MSF operates out of a main downtown location in Toronto as well as through 3 satellite clinics in North York, Vaughan, and Mississauga. We are committed to helping our patients become pregnant and create families while maintaining their overall health and well-being. 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 treating the most challenging fertility cases.

Reporting to the Administrative Manager, the Patient Liaison Navigator (PLN) is a unique role which serves to provide exceptional support to patients through various stages of their fertility journey. The Navigator is paired with a nursing and physician team and works seamlessly and collaboratively with them to ensure a positive patient experience through all aspects of care. The navigator has a strong understanding of diagnostic, treatment, and laboratory aspects of fertility care. The Navigator is available to patients to answer any non-clinical related questions and assists patients in findings answers from the appropriate internal and external resources, which may come from physician offices, the lab, counselling, genetics, imaging, or nursing, and other sources such MSF web site and portal. The Navigator plays an essential and active role and preparing patients for treatment and proactively engages patients after treatment 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 assisted reproduction and to positively support MSF patients through their treatment. The PLN primarily works out of the downtown location, however may be required to work at other sites as directed.

**Provides continuous and proactive support to patients throughout the treatment cycle and ensures readiness to start treatment by**:

- Acting as a resource for patients to ensure they have access to the information and answers needed prior to, during and following their treatment
- Enabling portal access and usage by the patients including granting access, resetting passwords, and troubleshooting usage of the site, as needed
- Ensuring patients are properly registered for biometrics and that they understand the role of biometrics in providing safe care
- Working with the nursing team to ensure orders complete and that mandatory testing and consents are up to date as per clinic policy
- Proactively reviewing day 1 and RN teaching bookings to facilitate accurate completion of consents prior to this appointment or the start of treatment
- Following up with patients as required to ensure outcomes have been entered into the Flow Sheet
- Providing general guidance on fees for services and referring patients to the financial counselor as required

**Facilitates timely pre and post treatment follow-up including**:

- Facilitating referrals to other specialists
- Referrals for additional diagnostic testing

**Actively seeks patient feedback and serves to facilitate resolution of patient issues by**:

- Providing a supportive and caring environment
- Talking with the patient to understand their concerns and obtain information to support effective and timely resolution
- Escalating issues to the Administrative Manager or appropriate resource, as needed.
- Setting up meetings between the patient and Administrative Manager when required.
- Following up with the Manager to ensure patient feedback or concerns have been adequately resolved
- P

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