Patient Coordinator (53221)

Gap Solutions•Bethesda, MD

About The Position

The Patient Coordinator provides support services to the National Institute of Allergy and Infectious Diseases (NIAID) within the National Institutes of Health. The role coordinates research participant recruitment, screening, scheduling, travel, lodging, admission, and appointment-related logistics in collaboration with clinical staff and protocol investigators. It serves as a liaison among participants, families, caregivers, medical providers, NIH staff, contractors, and departments, addressing inquiries and directing concerns to appropriate personnel. The position maintains participant records and files, obtains and uploads outside medical documentation into the electronic medical record, tracks appointments and protocol cases, and prepares reports and spreadsheets. It also coordinates new referrals and submission of records and materials for review. The coordinator monitors workflow, resolves scheduling conflicts, supports process improvement and quality initiatives, and develops training materials and programs while coaching other patient coordinators. The role performs administrative and logistical work that supports physicians, nurses, social workers, and other Clinical Center staff. This position is contingent upon contract award.

Requirements

Bachelor’s degree in Life Sciences or a related discipline.
Knowledge of clinical protocols and medical terminology.
Ability to compose correspondence efficiently and prepare reports from raw data.
Ability to design, set up, and maintain electronic and paper filing systems.
Experience scheduling patient appointments and/or travel arrangements and maintaining patient records related to patient care arrangements.
Skill in making travel arrangements and using the MS Office Suite.

Nice To Haves

Strong interpersonal skills and ability to work effectively in a team environment.
Strong customer service focus and resourcefulness in problem solving.
Strong organizational skills and ability to manage competing priorities successfully.

Responsibilities

Coordinate recruitment, screening, scheduling, travel, lodging, admission, and appointment logistics for research participants in collaboration with clinical staff.
Coordinate research patient screening appointments, procedures, and imaging studies between protocol investigators and outpatient clinic scheduling personnel.
Distribute recruitment and communication materials and refer prospective volunteers according to study guidelines.
Serve as a liaison between participants, relatives, caregivers, medical providers, staff, physicians, nursing, NIH personnel, contractors, and other departments.
Respond to participant emails, phone calls, and other inquiries; prioritize issues and triage questions or concerns to the appropriate team members.
Explain policies and procedures to participants and direct them to appropriate staff.
Maintain ongoing relationships with patients, families, caregivers, medical providers, and other individuals involved in care.
Collate, enter, and maintain participant data; create reports and spreadsheets to track and schedule protocol patients.
Collect, scan, upload, file, and maintain outside medical documentation, imaging, radiology studies, biopsy slides, patient identification and demographic data, and other records in the electronic medical record or patient files as appropriate.
Coordinate new patient referrals by obtaining pertinent information and forwarding it for review; communicate with staff about intake and submission of materials.
Maintain patient files, medical records, family contacts, filing systems, and a database of patient encounters and appointments; file medical record notes into patient charts daily.
Prepare and process documents required to initiate employment and clinical activities for program trainees rotating from other NIH institutes or outside institutions; assist with credentialing packages as needed.
Monitor workflow and administer or revise processes to maintain and improve operations.
Work with staff to optimize schedules and staff utilization, resolve overlapping appointments, review future cases for conflicts, and troubleshoot scheduling issues.
Monitor reports to ensure data validity and identify opportunities to improve the clinic environment and outpatient clinical trial operations for patients, families, and staff.
Participate in quality improvement initiatives and maintain standard operating procedures.
Assess organizational training needs and develop training programs, materials, job aids, and instructions to improve patient coordination accuracy and performance.
Mentor and coach patient coordinators.
Arrange patient travel, NIH-billed lodging, meal reimbursements, and local transportation; provide patients with appointment dates, required documents, clinic information, hospital maps, and travel and hotel details.
Enter and update clinic or physician appointment availability in the central appointment calendar; send appointment reminders and travel details.
Obtain current patient records and other pertinent information before appointments or visits.
Perform logistical and administrative duties that facilitate patient care by physicians, nurses, social workers, and other Clinical Center staff.