Description
The New Patient Coordinator assists with all aspects of patient care and serves as a primary contact for patients and caregivers who require assistance in understanding clinic processes and accessing necessary departments/personnel. Takes accountability for the patients' beginning-to-end experience regardless of their needs. Assists patients in eliminating barriers to care by referring to appropriate staff members/community resources dependent on insurance policy. Assists/coordinates patient appointments and follow up, focusing on the initial evaluation. Admits and completes financial paperwork and financial clearance for new and existing potential transplant patients. He/She will also assist multidisciplinary team in managing the care of the patient through all phases (In-take/Evaluation/Listed) by acting as a liaison between the clinic and referring physicians; assists in managing follow-up care for post surgical patients by setting up follow up care appointments; and/or coordinating an organized and efficient case flow of clinic scheduling. The New Patient Coordinator analyzes data in from Department System to track key patient statistics and presents recommendations for process improvement. Participates in activities that market USC Medicine to referring physicians and analyzes and tracks referral sources. Assists the office with clerical duties and other duties as assigned.
Essential Duties:
- Clerical • Has thorough understanding and expertise in the use of computer systems, e.g. Cerner, OTTR, TRACE, PBAR/PAS and GE Centricity Business as well as Microsoft Office (Excel, Visio, Word, PowerPoint). Demonstrates accuracy and thoroughness in entering information into computer systems. • Complete TAR requests, follow-up with Medical Groups and IPA's for follow-up visits. Assure all notes of verification, eligibility and authorizations are documented in Transplant medical records. Assists patients with all financial needs and assure when LOA's or contract issues arise that they are clear prior to the patient being seen. • Schedules patient's evaluation and clinic appointments in a timely manner, and at the request of the physician, while accommodating patient's needs. This includes but not limited to: laboratories, diagnostic testing and consultations as needed.
- Patient Navigation/Customer Service/Patient Analytics/Quality & Performance/Outreach • Acts as a liaison between USC and referring physicians by completing outreach activities including meeting with large referral sources on a monthly basis, visiting dialysis centers and assisting with producing marketing materials. • Analyzes data in OTTR and Cerner to track key patient statistics including time from referral to listing, total time to complete evaluation and patient satisfaction. • Acts as a patient liaison and single point of contact for patients and caregivers, and takes accountability for their patient experience. Utilizes courtesy, compassion, kindness and honesty while interacting with public, patients, and all clinic personnel. Greets patients in a courteous and professional manner. • Participates in clinic flow and efficiency data collection metrics and provides documentation and recommendations for process improvement as well as participating in the implementation of new processes. • Participates in Quality Management activities such as assisting Survey Readiness (CMS, Joint Commission, UNOS) and analyzes quality data and makes recommendations for compliance. • Under the direction of Nurse Coordinators and Physicians, refers patients to internal supportive care services: dietician, social worker, financial counselor, chaplain, etc.. Educates and encourages patients on ways to keep and update their own plan of care and medical records. Escorts patients to other departments if needed, provides directions to other departments within USC system. • Assists patients to overcome barriers to care, e.g. transportation, childcare, coordination of translation services, financial assistance by directing patients and caregivers to community resources and services. Facilitates communication between patient and caregivers, and all members of the care team, including physicians, nurses, lab, etc. Communicates all changes with patient and case information to all involved personnel. Works with various hospital personnel to resolve issues and accommodate patient.
- Teamwork/Collaboration • Demonstrates flexibility in covering other staff members for sick time, vacation, or leave of absence. • Possesses ability to work independently and in a team setting. Maintains an open line of communication with management and other staff and demonstrates a professional demeanor at all times. • Performs other related duties as assigned.
Required Qualifications:
- Req High school or equivalent
- Req In depth knowledge of all insurance types.
- Req Analytical and problem solving skills including ability to analyze patient data from multiple systems.
- Req Quality management skills including ability to identify Transplant quality metrics and tracking of complex regulatory requirements.
- Req Must have excellent communication skills, including the ability to speak, read and write English and Spanish proficiently..
Preferred Qualifications:
- Pref Associate's degree Degree in related field
- Pref Bachelor's degree Degree in related field
- Pref 2 years Experience in acute care or ambulatory care setting.
- Pref Experience with financial clearance.
- Pref Familiarity with word processing, Microsoft Outlook, GE Centricity Business, Cerner, OTTR, TRACE, PBAR and scheduling software.
- Pref Knowledge of medical terminology.
Required Licenses/Certifications:
- Fire Life Safety Training (LA City) If no card upon hire, one must be obtained within 30 days of hire, and maintained by renewal before expiration date. (Required within LA City only)
The hourly rate range for this position is $23.00 - $39.10. When extending an offer of employment, the University of Southern California considers factors such as (but not limited to) the scope and responsibilities of the position, the candidate's work experience, education/training, key skills, internal peer equity, federal, state, and local laws, contractual stipulations, grant funding, as well as external market and organizational considerations.
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