Sr. Clinical Program Coordinator - Full Time Oculoplastic Service, Bascom Palmer Eye Institute Miami, FL

University of Miami•Miami, FL

39d•Onsite

About The Position

The Sr. Clinical Program Coordinator (H) acts as a lead in the development, organization, production, and evaluation of various departmental program offerings within the assigned unit. Moreover, the incumbent provides a broader oversight to daily program activities in support of the University’s mission. The Sr. Clinical Program Coordinator (H) may evaluate the financial performance of programs to meet departmental goals and assist in the development of short- and long-range budgetary planning. Primarily responsible for overseeing all activities within assigned clinical services and supporting the providers and patients in effort to ensure the successful coordination of care for patients throughout their journey. Oversees the activities of clinic and administrative support staff to include administrative assistants, patient access representatives, ophthalmic technicians, ophthalmic imagers, nurses, fellows, and providers. Works with supervisors to assigns work schedules, coverage, and delegates responsibilities in support of the service, providers, and patient care. Leads the development of Standard Operating Procedures and training materials for all service support staff and related functions. Develops detailed project plans and timelines in effort to facilitate the management of service-related initiatives through to completion which may include people, process, and technology enhancements. Develops and monitors reports, dashboards, and metrics to address areas of opportunity with provider productivity, clinic cycle times, patient volumes, wait times, appointment lead times, slot utilization, no show rate, hourly/daily/weekly schedule balance, etc. Proactively assesses future patient appointments and hourly/daily volume to improve the distribution of patient assignments, promote efficiency, and resolves patient scheduling issues. Assists with clinical activities, resolve delays, and guides patients through each step of their appointment enhancing the patient experience. Provides in-clinic and virtual care support to providers which can include documenting patient histories/medications/allergies and performing technician exams. Addresses and documents patient inquiries and communications in a timely manner and escalates/assigns requests as needed to ensure proper resolution. Reviews provider schedules in advance to ensure patients are scheduled appropriately and all pre-appointment requirements have been completed such as referrals, insurance authorizations for medication and procedures, test orders, etc. Uses discretion to determine whether patients need to be seen urgently and expedites the scheduling of appointments with a provider or fellow. Manages internal/external referrals and arranges appointments with medical specialists across the Health System and with community providers to facilitate patient care. Assists with clinic research to facilitate care for study patients. Assists in assigning Fellows to individual clinics and works with Fellows to assure coverage of patients when faculty are not in clinic. Assists in scheduling patients as needed and follows up with patients who cancel, reschedule, or do not show for their appointments to ensure appropriate continuum of care. Promotes patient utilization and understanding of the EMR patient portal for electronic communications, test results, pre-appointment documentation, etc. Develops cooperative relationships with patients and families by projecting a positive image and creating a professional atmosphere. Develops service-related communications and promotional literature for distribution, including newsletters, brochures, web marketing, and educational materials. Maintains patient confidentiality as well as the confidentiality of hospital business information. Oversees the maintenance and ordering of established supply levels in unit and supply rooms.

Requirements

Bachelor’s degree in relevant field or equivalent
Minimum 3 years of relevant experience
Learning Agility: Ability to learn new procedures, technologies, and protocols, and adapt to changing priorities and work demands.
Teamwork: Ability to work collaboratively with others and contribute to a team environment.
Technical Proficiency: Skilled in using office software, technology, and relevant computer applications.
Communication: Strong and clear written and verbal communication skills for interacting with colleagues and stakeholders.

Responsibilities

Supervises, directs, and coordinates assignments and tasks within the program to ensure seamless operations.
Evaluates program effectiveness, analyzes results, and recommends appropriate action.
Coordinates clinical program activities with other departments and staff to ensure optimal efficiency.
Serves as a main point of contact to facilitate communication between stakeholders.
Develops collaborative partnerships across teams and/or patients to streamline processes and enhance departmental productivity.
Trains, develops, and empowers staff to effectively perform their jobs.
Oversees employee-related activities and administration which may include hiring, performance appraisals, disciplinary actions, terminations, and employee time records.
Develops program/departmental communications and may involve promotional materials for distribution.
Prepares reports which may include financial statements, and records for management or outside agencies.
Provides leadership with recommendations for process changes to improve overall performance.
Maintains required records and reports statistics for administrative, quality assurance, and safety and control purposes.
Ensures confidentiality of patient and hospital business information.
Coordinates the maintenance of established supply levels in designated areas, as needed.
Adheres to University and unit-level policies and procedures and safeguards University assets.