Lead Patient Coordinator - Cancer Center

Stony Brook University•Stony Brook, NY

1d•Hybrid

About The Position

At Stony Brook Medicine, the Lead Patient Coordinator in the Cancer Center, primarily assigned to LCC/Lung Cancer Screening and Medical Oncology, functions in a role encompassing coordination of complex cancer patient visits, treatments and procedures, discharges, and staff education under the direction of the Senior Manager of Operations. There may be the potential for the selected candidate to work remote 1-2 days per week based on the needs of the department. This role will also assist in supporting operational strategies, initiatives through the ambulatory network with a key focus on patient access, specifically clinical and front-end workflows and patient experience.

Requirements

Bachelor's degree.
At least 4 years of experience working in a hospital ambulatory setting.
Experience in direct, face to face patient and physician customer service related to healthcare.
At least 3 years of experience in patient scheduling.
Training and/or teaching experience.
Experience with Microsoft Office applications.
Ability to prepare reports on activities and trends.
Problem solving skills.
Excellent verbal and written communication skills.

Nice To Haves

Experience in cancer or cancer related outpatient or ambulatory health care services.
Experience working with Cerner.
Bilingual in Spanish and English.

Responsibilities

Coordinates high volume, high patient acuity discharges, including complex, interdependent scheduling of multiple appointments across multi-specialties for procedures, treatments, diagnostics and MD visits for cancer patients.
Coordinates hospital, ambulatory multi-day treatments, pre and post treatment diagnostics and lab tests to align with inpatient or outpatient treatments and visits. Special attention to detailed coordination of high volume, multiple appointments within specified periods to align with treatment plans over several months or longer.
Act as the lead patient coordinator and educator/trainer for the Patient Coordinator and other Cancer Center admin teams.
Create and maintain learning curriculum for new and existing staff.
Work with management to provide communications on system updates.
Create e-learning tips and training materials.
Document, provide feedback, answer questions, and provide enhancement requests.
Identify opportunities for process and quality improvement for patient flow.
Identify ongoing training needs.
Determine appropriate interventions and coordinates with practice leadership and other key stakeholders to monitor trends and improvement initiatives.
Educates patients on necessary instructions for tests, order of sequential and parallel appointments across the cancer continuum, including coordinating care across surgical, medical and other oncology specialties (Medical Oncology and Hematology, Surgical Oncology, Gyn Oncology, thoracic surgery, for example) as well as multi-day ambulatory chemotherapy treatment calendars, pre and post-treatment testing and labs and diagnostics.
Frequent rescheduling and re-coordination of numerous interdependent complex appointments due to the acuity of cancer patients in treatment who need treatment breaks or delays or have changes in treatment plans during the course of treatment, causing treatments to be frequently changed or held due to patient side effects of care.
Ensure patient appointments and treatments and tests to not fall through the cracks.
Ensure patient compliance with appointments and test to ensure continued treatment.
Identifies and facilitates patients with financial needs to Financial Navigation team.
Discharges patients and schedules follow-up clinic appointments for patients in Cerner/EWS; schedules testing appointments for patients in Cerner or outside on behalf of the patient; gives patients necessary instructions for their ordered test(s); advise patients on the need for authorization/pre-certification; copies scripts that are given to patients.
Performs end of day and monthly reconciliation to ensure that all required treatments and appointments have been scheduled.
Provides MD and care team with end of day reconciliation of outstanding requirements for documentation of ordered tests and treatments to ensure that patients coming in for future appointments have all the necessary documentation and orders in place so financial and clinical processes can take place and not delay patient care.
Monitors and follows-up on "no show" patients to identify and escalate patient compliance issues.
Prepares reports on trends for no shows and cancellations.
Identifies potential billing and insurance issues: Has patients complete all of the appropriate forms.
Responsible to ensure that all necessary information is provided to the Cancer Center Treatment/ Procedure Authorization Team.
Ensures that the patient completes all necessary paperwork; provides appropriate insurance documentation.
Provides cross coverage for Patient Flow Coordinators and is bi-directionally versed in fulfilling that role within the cancer center.
Communicate daily with Financial Navigation staff, Financial Clearance team, Patient Flow Coordinators as well as all cancer center staff to facilitate smooth flow of patient discharge and overall smooth operations of the center.
Maintains calm, friendly and positive demeanor to ensure patient and referring MD service excellence while meeting the operational needs of the center.
Creates spreadsheets and reports as related to various reconciliation and operational issues, as required to support increased volume and future growth of the Cancer Center.
Support administrative functions related to obtaining orders from physicians and responding to inquiries as necessary.
Greet patients and answer telephones in assigned area and assist callers and direct calls, as appropriate.
Maintains the day to day operation of Cerner performance workflow.
Provides coverage for Patient Flow Coordinators in the Cancer Center and is back up for other cancer center sites, as required.