Job Summary

Performs patient and physician(s) flow coordination and clerical support for the Brain Tumor and other clinics and administrative areas. Acts as resource for all clinic related questions, testing, scheduling, authorizations, issues, etc. Responsible for all patient, family, and physician(s) questions and concerns. Leads all communications and documentation between medical practices and ancillary services.

Job Specific Duties

• Coordinates clinic's schedule, confirms appointments and necessary testing (MRI, EEG, VEEG, etc.). Notifies stakeholders of practice schedule prior to clinic visit for insurances verification. 
• Registers patients on clinic day; activates accounts, controls physician/patient flow to assert patient was seen by an MD, and confirms all other MD appointments/visits. Follows up on all MD visits. 
• Works and collaborates with clinical care team to maintain and implement up-to-date coordinated patient care; communicates with all members of the healthcare team on behalf of the patient. 
• Enters patient demographics and insurance information in the scheduling/appointment book of EHS with the preset criteria and appointment slots for each clinic. 
• Obtains tests/visit authorizations and collects necessary information for appointment/admission. Distributes relevant medical data and follows up with clinical indications following medical review. 
• Assists patients/families in obtaining referrals/appointments with needed specialists. Assures smooth transition of inpatient/outpatient experiences. 
• Ensures communication between staff & physicians; responsible for arranging appointments & follow-up; serve as a front-line resource to obtain records, test results, & other clinical information. 
• Identifies and eliminates health care system barriers to ensure timely access to quality medical and clinical care. 
• Collects tests/visit information as necessary for appointment/admission. Distributes relevant medical data and follows up with clinical indications following medical review. 
• Arranges support groups for various clinics and partners with team to ensure parental involvement. 
• Ensures patient flow is maximized to meet service standards. Performs service recovery when applicable to maximize patient and family satisfaction. 
• Coordinates in advanced with each specialty to assure (on clinic-day) patient is seen by all providers. Keeps teams informed of changes to the schedule. 
• Coordinates patient discharge after clinic. Inputs & updates information in EHS. Transmits clinic consensus to MDs & other consultants treating the patient. Provides follow up appointments & testing. 
• Accountable to produce correspondence including: accommodation letters, school letters and documentation for physical and occupational therapy. 
• Arranges end-of-clinic consensus meetings and/or support groups with different disciplines (food/speakers if needed). Archives data for future retrieval long-term care.
• Participates in Lean initiative to improve processes for opportunities to deliver higher quality, cost effective care, with greater customer service, & which impact can be measured by way of metrics. 
• Utilizes Lean methodology to improve the family experience in the Brain Institute. Actively involved in continuously improving the patient experience and service recovery process. 
• Floats, covers, and provides assistance to department, other clinics, and staff members when needed or requested by leaders. 

Minimum Job Requirements

• 3-5 years of administrative support and coordination of a Medical Office experience
• Proficiency in Microsoft Office including Power Point and Excel
• Bilingual in English/Spanish required

Knowledge, Skills, and Abilities

• High school education or equivalent preferred
• LPN highly preferred
• Knowledge of HIPAA requirements and patient information is preferred
• Electronic Health Systems (EHS) experience preferred
• Medical insurance and billing experience preferred
• Ability to learn new software application
• Excellent communication, customer service skills, and phone etiquette
• Excellent time management and ability to meet deadlines
• Able to adapt and react calmly under stressful conditions
• Able to prioritize and successfully handle multiple concurrent tasks
• Strong attention to detail
• Strong problem solving skills
• Able to work effectively in a team environment