Patient Coordinator

Nextonic Solutions•Bethesda, MD

About The Position

Coordinates the recruitment, scheduling, travel and admission of research study participants. This role involves working with clinical staff to coordinate new research patient screening appointments, procedures, and imaging studies between protocol investigators and outpatient clinic scheduling personnel. The coordinator will also manage the scheduling, travel, and lodging of subjects participating in studies, distribute recruitment materials, and compile promotional materials for various events. A key aspect of the role is acting as a liaison between participants, their relatives, and staff members, communicating participant questions, complaints, problems, and concerns to the appropriate staff. The coordinator will triage questions, maintain ongoing relationships with patients, families, caregivers, and medical providers, and respond to patient emails and phone calls, prioritizing issues and directing them as necessary. They will explain policies and procedures to participants and refer them to appropriate staff, while also responding to communications with research subjects and directing questions to the appropriate team member. Data management includes collating, entering, and maintaining data collected on participants, collecting and scanning outside medical documentation, maintaining patient files and medical records, and creating reports/spreadsheets for tracking and scheduling. The role also involves obtaining medical information, imaging disks, and pictures, and filing them with records. Coordination of new patient referrals includes obtaining pertinent information and forwarding it for review, and referring prospective volunteers per study guidelines. Obtaining outside medical records, radiology studies, and biopsy slides and submitting them to the respective departments is also required. Communication with appropriate staff about intake and materials is essential. The position may assist in preparing credentialing packages and monitors workflow, administering and revising processes to maintain and improve operations. This includes working with staff to achieve optimum schedule and staff utilization, problem-solving for overlapping appointments, reviewing future scheduled cases to resolve conflicts, monitoring reports for data validity, and troubleshooting scheduling issues. The coordinator will monitor and identify areas for improvement in the clinic environment and clinical trial conductance. They will participate in quality improvement initiatives and maintenance of SOPs. Additionally, the role involves mentoring and training staff on patient recruitment and coordination processes, assessing organizational needs, developing training programs, creating training materials, and mentoring/coaching patient coordinators. Finally, the position performs logistical and administrative duties to facilitate the work of physicians, nurses, social workers, and other Clinical Center staff, including coordinating travel, lodging, and transportation arrangements, acting as a point of contact between various parties, and responding to queries in a timely manner. This includes collecting and uploading medical documentation, communicating with administrative support offices, arranging patient travel, adapting filing systems, entering/updating appointment schedules, providing appointment and travel information to patients, obtaining up-to-date patient records, and sending appointment reminders.

Requirements

Coordinate the recruitment, scheduling, travel and admission of research study participants with clinical staff.
Work with staff to coordinate new research patient screening appointments, procedures and imaging studies between protocol investigators and the outpatient clinic scheduling personnel.
Coordinate scheduling, travel and lodging of subjects participating in studies.
Distributes recruitment materials.
Compile promotional materials for meeting exhibits and presentations, special events and other events.
Acts as a liaison between participants, participant's relatives and staff members and communicates participant's questions, complaints, problems and concerns to appropriate staff members.
Triage questions to appropriate personnel in the team as necessary.
Maintain ongoing relationships with patients, families, caregivers, medical care providers and various individuals on a continuous long- term basis.
Respond to patient emails and phone calls; prioritize patient related issues into urgent, emergent and routine; triage the issues to the appropriate personnel in the team as necessary.
Explains policies and procedures to participants and refers them to appropriate staff.
Respond to communications with research subjects; direct questions to appropriate team member.
Collates, enters and maintains data collected on participants.
Collect outside medical documentation, electronically scans and uploads records into the electronic medical record.
Maintain patient files, medical records, and patient family contacts; file medical record notes into patient charts daily.
Create reports/spreadsheets for tracking and scheduling of protocol patients.
Obtain medical information, imaging disks and pictures from applicants on an ongoing basis; file them with the records.
Coordinates new patient referrals by obtaining pertinent information and forwarding it for review.
Refer prospective volunteers per study guidelines to the appropriate Institute contact person.
Obtain outside medical records, radiology studies, biopsy slides and submit to the respective departments at the NIH.
Communicate with appropriate staff about intake and materials and submission of materials for review.
May assist in preparing credentialing packages.
Monitors workflow and administers and revises processes to maintain and improve operations.
Work with staff to achieve optimum schedule and staff utilization; work with staff in problem solving for overlapping appointments.
Review future scheduled cases to resolve potential conflicts or problems; monitor additional reports to ensure data validity.
Troubleshoot scheduling issues to ensure maximum productivity of staff resources.
Monitor and identify areas of improvement in the clinic environment, clinical trial conductance in the outpatient setting, for patients, families and staff.
Participate in quality improvement initiatives and maintenance of SOPs.
Mentors and trains staff on patient recruitment and coordination processes and procedures.
Assesses organizational need and develops training programs to improve accuracy and performance of patient coordination processes and procedures.
Develops training materials, job aids and instructions for use by patient coordinators.
Mentors and coaches patient coordinators.
Perform logistical and administrative duties that facilitate the work of physicians, nurses, social workers, and other members of the Clinical Center (CC) staff who provide patient care.
Communicate with patients, caregivers, family members and staff while coordinating and planning simple and complex travel, lodging and transportation arrangements.
Act as a point of contact between physicians, nursing, NIH staff, contractors and other departments.
Act as a point of contact between staff, departments and patients/caregivers/family members.
Answer incoming calls, e-mails, and otherwise remains responsive to queries and concerns related to core duties as described above in a timely manner.
Collect outside medical documentation, electronically scans and uploads records (including patient ID and demographic data) into the electronic medical record as appropriate.
Communicate with various clinical administrative support offices/clinics/employees concerning the scheduling and coordination of patient appointments.
Arrange patient travel including NIH billed lodging, meal reimbursements and local transportation services.
Adapt and maintain filing systems to create and support an ongoing data base of patient encounters and patient appointments.
Enter/update clinic and/or physician appointment schedule availability into the central appointment calendar.
Provide appointment and travel information to patients, including scheduled dates and times, appropriate documents to bring, clinic information, hospital maps, travel, and hotel information.
Obtain up-to-date patient records and other pertinent information prior to appointments or visits.
Send patient appointment reminders and travel details.

Responsibilities

Coordinate the recruitment, scheduling, travel and admission of research study participants with clinical staff.
Coordinate new research patient screening appointments, procedures and imaging studies between protocol investigators and the outpatient clinic scheduling personnel.
Coordinate scheduling, travel and lodging of subjects participating in studies.
Distribute recruitment materials.
Compile promotional materials for meeting exhibits and presentations, special events and other events.
Act as a liaison between participants, participant's relatives and staff members and communicates participant's questions, complaints, problems and concerns to appropriate staff members.
Triage questions to appropriate personnel in the team as necessary.
Maintain ongoing relationships with patients, families, caregivers, medical care providers and various individuals on a continuous long- term basis.
Respond to patient emails and phone calls; prioritize patient related issues into urgent, emergent and routine; triage the issues to the appropriate personnel in the team as necessary.
Explain policies and procedures to participants and refers them to appropriate staff.
Respond to communications with research subjects; direct questions to appropriate team member.
Collates, enters and maintains data collected on participants.
Collect outside medical documentation, electronically scans and uploads records into the electronic medical record.
Maintain patient files, medical records, and patient family contacts; file medical record notes into patient charts daily.
Create reports/spreadsheets for tracking and scheduling of protocol patients.
Obtain medical information, imaging disks and pictures from applicants on an ongoing basis; file them with the records.
Coordinate new patient referrals by obtaining pertinent information and forwarding it for review.
Refer prospective volunteers per study guidelines to the appropriate Institute contact person.
Obtain outside medical records, radiology studies, biopsy slides and submit to the respective departments at the NIH.
Communicate with appropriate staff about intake and materials and submission of materials for review.
Assist in preparing credentialing packages.
Monitor workflow and administers and revises processes to maintain and improve operations.
Work with staff to achieve optimum schedule and staff utilization; work with staff in problem solving for overlapping appointments.
Review future scheduled cases to resolve potential conflicts or problems; monitor additional reports to ensure data validity.
Troubleshoot scheduling issues to ensure maximum productivity of staff resources.
Monitor and identify areas of improvement in the clinic environment, clinical trial conductance in the outpatient setting, for patients, families and staff.
Participate in quality improvement initiatives and maintenance of SOPs.
Mentor and train staff on patient recruitment and coordination processes and procedures.
Assess organizational need and develops training programs to improve accuracy and performance of patient coordination processes and procedures.
Develop training materials, job aids and instructions for use by patient coordinators.
Mentor and coach patient coordinators.
Perform logistical and administrative duties that facilitate the work of physicians, nurses, social workers, and other members of the Clinical Center (CC) staff who provide patient care.
Communicate with patients, caregivers, family members and staff while coordinating and planning simple and complex travel, lodging and transportation arrangements.
Act as a point of contact between physicians, nursing, NIH staff, contractors and other departments.
Act as a point of contact between staff, departments and patients/caregivers/family members.
Answer incoming calls, e-mails, and otherwise remains responsive to queries and concerns related to core duties as described above in a timely manner.
Collect outside medical documentation, electronically scans and uploads records (including patient ID and demographic data) into the electronic medical record as appropriate.
Communicate with various clinical administrative support offices/clinics/employees concerning the scheduling and coordination of patient appointments.
Arrange patient travel including NIH billed lodging, meal reimbursements and local transportation services.
Adapt and maintain filing systems to create and support an ongoing data base of patient encounters and patient appointments.
Enter/update clinic and/or physician appointment schedule availability into the central appointment calendar.
Provide appointment and travel information to patients, including scheduled dates and times, appropriate documents to bring, clinic information, hospital maps, travel, and hotel information.
Obtain up-to-date patient records and other pertinent information prior to appointments or visits.
Send patient appointment reminders and travel details.