Kidney Transplant Clinical Coordinator Assistant

AdventHealth•Orlando, FL

69d•Onsite

About The Position

Under general direction, the Clinical Coordinator Assistant-Transplant assists the Clinical RN Coordinators in the pre and post phases of care working with laboratory, imaging, registration, referring physician offices and financial services personnel. The Assistant provides support to physicians and nurses by facilitating patient flow and assisting with various activities including facilitation/coordination of: 1) initial referral process, 2) patient evaluations for advanced therapy, potential organ recipients, living donors or VAD (Ventricular Assist Device) patients, 3) on-going care of the established patients, and 4) patient education process. The Assistant is responsible for initiating actions or tasks in the electronic record for the purpose of process adherence and volume metrics. The Assistant provides optimal service to patients, respects patient confidentiality, and works within the established parameters of the job at all times. Actively participates in outstanding customer service and accepts responsibility in maintaining relationships that are equally respectful to all.

Requirements

1 year of experience in a complex practice environment or healthcare setting such as catheter lab, endoscopy, infusion center, etc., coordinating multiple physician office, with direct care or working in an inpatient care area within the last three years

Responsibilities

Utilizes sensitivity and responsiveness with patients, families and visitors by listening and communicating effectively with courtesy, consideration and tact.
Acts as the familys liaison between the program/practice support and clinical staff which includes, but is not limited to the following: Triaging the calls and distributing to the appropriate program/practice staff Providing status updates and general information Providing appropriate customer service recovery when encountering upset patient and when necessary, escalating concerns to appropriate practice/program leadership
Serves as the primary resource between the program and referring community which includes, but is not limited to, the following: Triaging the calls and distributing to the appropriate program/practice staff Providing general program information and guidance for the referral process Providing status updates and providing general information Providing appropriate customer service recovery when encountering upset patient and when necessary, escalating concerns to appropriate practice/program leadership Mailing letters, medical records and any other relevant correspondence to the patients referring physician
Performs general tasks related to initial referral processing which includes, but is not limited to, the following: Prompt and courteous customer service that includes a patient first attitude while serving our referring physicians and patients Timely review of new referral inputs (email, faxes, and telephone calls) from community physicians and the inpatient team for each respective program Responsible for decisive and protocol-driven triaging of new referrals (Routine, Stat, and Surgical) as defined by program leadership Verifying and accurately entering demographic and insurance information Assessing patients insurance against matrix to determine appropriateness of referral and, when necessary, steering the patient to in-network physician or transplant program Gathering medical records as defined by practice/program to ensure timely and accurate processing of the initial referral within 14 days as necessary Strengthening relationships with our community partners and referring physicians by delivering on our customer service promises Maintaining patient confidentiality following proper HIPAA and other protocols Screening all new applications-screen application submission to be sure all documents/records are included with submission. If information is incomplete, mails out response letter to request all information required for application review Obtaining and entering insurance information and forwarding to financial personnel; scanning and entering all pertinent records into database