Job Description:

JOB SUMMARY: The Practice Coordinator (PC) role is critical to the patient experience at the Bennett Cancer Center. They are the “first impression” for the Medical Oncology-Hematology Department (MOH). The PCs work in a dynamic team environment to problem-solve and collaborate with the goal of providing excellent first and ongoing patient experiences. The PC role is essential to initiate operational protocols necessary for successful patient integration into the department. As liaison for incoming patients and communications, PCs provide superior customer service to patients, caregivers, clinicians, external and internal staff in accordance with the department’s service standards, and must exhibit a high level of comfort with multitasking and problem solving. The PC exhibits compassion for patients receiving a cancer or other critical diagnosis, and inspires confidence in patients that excellent care is the paramount goal in the department.

The PC is responsible for providing administrative support for the department, including regular communication and information dissemination, as liaison and coordinator for a wide range of tasks related to outpatient and inpatient support of MOH patients. These positions play a critical role in ensuring patient safety, comfort, and continuity of care while a patient of MOH at the Bennett Cancer Center

MAJOR ACCOUNTABILITIES/CRITICAL RESPONSIBILITIES:

Job functions within this classification may vary and may range in autonomy and complexity based on focus of assignments and physical location. Essential functions of this role may include:

• Works collaboratively. Functions as an effective member of the health care team.
• Directs flow of patient activity.
• Consistently demonstrates respectful and courteous behavior toward patients, visitors, peers, co-workers.

• Provides administrative support and coordination for:
  • all aspects of patient care for both new and established patients
  • interaction with physicians, nurse practitioners, clinical and infusion nurses, care coordinators, clinical assistants, business office, laboratory technicians, research nurses and coordinators, pharmacists, administrators, and other departments including admissions, radiology, radiation oncology, social work, integrative medicine, in-patient oncology, genetics and quality.
  • Scheduling of appointments following guidelines that support safe clinical practice, patient comfort, and continuity of care for complex treatments. This requires the ability to learn, understand, retain and apply knowledge of complex patient treatment regimens with diverse, unique and specialized requirements tailored to individual patients, and necessitates a high level of understanding of the clinical aspects of treatment including individual drugs, timing and frequency of use and specialized insurance restrictions.
  • Activities that require a high standard of timely communication and extensive scheduling/rescheduling of patient visits and treatments as necessary to meet patient and operational needs.

• Provides triage for routine issues and answers general questions, with the goal of resolving requests in real time. If unable to answer all patient questions, triages to correct team for follow up.

• Recognizes level of urgency/emergency and responds appropriately using standard operating procedures and critical thinking skills.

• Appropriately arranges internal and external resources to support the highest standard of follow-up for patient visits. This may include diagnostic testing, referrals to other specialists, and admissions (both scheduled and emergent), and other administrative tasks related to patient care outside MOH.
• Facilitates the prescription refill process as needed between patient and provider.

• Ensures compliance with HIPAA and all other aspects of confidentiality including appropriate handling of medical record requests, both internally and externally, and further ensuring that patient EMR record is maintained with the most current data available.
• Manages provider schedules so that patient care is properly coordinated and timely.
• Updates demographic information to facilitate proper communication and billing processes.
• Exhibits excellent computer and technology skills.
  

TASKS REGULARLY ASSIGNED TO THE PATIENT COORDINATOR INCLUDE BUT ARE NOT LIMITED TO:

• Enters new patient data in two systems (GE Centricity and Meditech). May be called upon to pre-register patient visits in Meditech from time to time.
• Upon arrival, receives patients into the department, completes check-in process in both GE and Meditech and prints paperwork associated with visit.
• Explains first appointment paperwork including notice of privacy. Insures additional departmental paperwork is completed and properly signed/witnessed, as well as special documentation such as distress screens and medication reconciliation worksheets.
• Reviews demographics and insurance accuracy; scans cards into the EMR.
• Communicates with the business office to insure continuity of patient information.
• Following visit, checks patient out of two systems.
• Schedules appointments for laboratory, complex chemotherapy regimens, injections, procedures, diagnostic testing, hospital admissions and referrals to other departments and providers, coordinating as required with the department’s internal schedule.
• Provides guidance to patients including information about the Medical Oncology-Hematology department, Bennett Cancer Center and its services, the cancer center and Stamford Hospital facility, parking, directions and other matters as appropriate to assist patient’s future interactions while under our care.
• Discharges patient from two systems.
• Manages heavy phone traffic professionally, exhibiting the highest level of courtesy and customer support, often while simultaneously receiving patients to the department.
• Makes frequent revision to existing schedules for providers, infusion and laboratory services.
• Performs other duties on a routine basis such as rescheduling of patient appointments resulting from provider vacations or other changes to provider availability
• Works 12 month follow up list
• Works daily no show list to ensure patients are not lost to follow up and all spaces are available to fill.
• Creates and/or modifies physician schedule templates in GE Centricity, including on call, vacation and new provider schedules.
• Facilitates direct admits to hospital; interfaces between APRN/MD, Admissions, Bed Control and Floor.
• Participates in cancer center and MOH committees on quality and workflow topics.
• Coordinates transportation for patients using the BCC or outside ride services.
  

Required Skills:

MINIMUM QUALIFICATIONS : REQUIRES excellent computer skills with proficiency in a Windows environment.

• Minimum of two (2) years of experience in a healthcare customer service environment required.
• BA/BS degree/college coursework preferred; HS diploma or GED required.
• Bi-lingual capability highly desirable.
• Possesses ability to multi-task and function as an integral member in a team environment.
• Demonstrates excellent verbal and written communication skills.
• Must exhibit a proactive and thoughtful approach to problem solving. Critical thinking skills required.
• Must be able to assume primary responsibility as preceptor, and take an active role in various trainings.
• Demonstrates a high degree of integrity and accountability.
• Demonstrates dependability and punctuality regarding attendance.