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Staff Assistant I
2 months ago
This is a hybrid role that encompasses coordination of complex cancer patient visits, treatments, and procedures, discharges, under the direction of the Senior Manager of Operations.
Key Responsibilities- Coordinate High-Volume Discharges: Coordinate 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.
- Coordinate Hospital and Ambulatory Treatments: Coordinate hospital, ambulatory multi-day treatments, pre- and post-treatment diagnostics, and lab tests to align with inpatient or outpatient treatments and visits.
- Coordinate Care Across Specialties: Educate 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.
- Reschedule and Re-coordinate Appointments: 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.
- Ensure Patient Compliance: Ensure patient appointments and treatments and tests do not fall through the cracks and ensure patient compliance with appointments and tests to ensure continued treatment.
- Identify and Facilitate Financial Needs: Identify and facilitate patients with financial needs to the Financial Navigation team.
- Discharge Patients and Schedule Follow-up Appointments: Discharge patients and schedule follow-up clinic appointments for patients in Cerner/EWS; schedule testing appointments for patients in Cerner or outside on behalf of the patient.
- Perform End-of-Day and Monthly Reconciliation: Perform end-of-day and monthly reconciliation to ensure that all required treatments and appointments have been scheduled.
- Provide End-of-Day Reconciliation to MD and Care Team: Provide 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.
- Monitor and Follow-up on No-Shows: Monitor and follow-up on no-show patients to identify and escalate patient compliance issues.
- Identify Potential Billing and Insurance Issues: Identify potential billing and insurance issues and have patients complete all necessary forms.
- Ensure Necessary Information is Provided to Cancer Center Treatment/Procedure Authorization Team: Ensure that all necessary information is provided to the Cancer Center Treatment/Procedure Authorization Team.
- Provide Cross-Coverage for Patient Flow Coordinators: Provide cross-coverage for Patient Flow Coordinators and be bi-directionally versed in fulfilling that role within the cancer center.
- Communicate Daily with Financial Navigation Staff, Authorization Team, and Cancer Center Staff: Communicate daily with Financial Navigation staff, authorization team, Patient Flow Coordinator, as well as all cancer center staff to facilitate smooth flow of patient discharge and overall smooth operations of the center.
- Maintain Calm, Friendly, and Positive Demeanor: Maintain a calm, friendly, and positive demeanor to ensure patient and referring MD service excellence while meeting the operational needs of the center.
- Create Spreadsheets and Reports: Create 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: Support administrative functions related to obtaining orders from physicians and responding to inquiries as necessary.
- Greet Patients and Answer Telephones: Greet patients and answer telephones in assigned area and assist callers and direct calls, as appropriate.
- Provide In-Service Training: Provide in-service training for users.
- Maintain Day-to-Day Operation of Cerner Performance Workflow: Maintain the day-to-day operation of Cerner performance workflow.
- Provide Coverage for Patient Flow Coordinators: Provide coverage for Patient Flow Coordinators in the Cancer Center and be back-up for other cancer center sites, as required.
- Required: Bachelor's degree. At least 4 years of face-to-face patient and physician customer service related to healthcare. Experience with Microsoft Office applications. Problem-solving skills. Excellent verbal and written communication skills.
- Preferred: Experience in cancer or cancer-related outpatient or ambulatory healthcare services. Experience working with Tableau. Experience working with Cerner. Bilingual in Spanish and English.
