Patient Coordinator

POSITION SUMMARY :

The Patient Coordinator assists patients, families, and caregivers to navigate the many systems encountered during the treatment journey for patients cared for in the Center for Infectious Diseases, including but not limited to those enrolled in the OPAT and Chagas Programs in the Infectious Diseases Clinic. Provides culturally appropriate education and outreach to patients, families/caregivers, by meeting with them during clinic sessions, assisting in interactions with community agencies. Provides administrative support by performing general clerical work and by with collecting and managing clinical in a standardized format.

Position : Patient Coordinator

Department : Center for Infectious Diseases

Schedule : Full Time

ESSENTIAL RESPONSIBILITIES / DUTIES:

1) Patient Scheduling and Navigation

• Monitors patients’ progress via patient’s level of functioning, adherence to treatment plans, recovery/relapse process and/or service needs.

• Schedules outpatient visits and follow-up as needed

• Provides education, counsels, and supports clients. Uses a variety of culturally, linguistically and educationally appropriate strategies, in a variety of settings. Coordinates with Interpreter Services, as needed.

• Develops and maintains strong relationships with the community and resources to ensure patient access.

• Collaborates and coordinates with health care team members to promote positive prevention, harm reduction.

Referral Management:

• Verifies eligibility and benefits with insurance companies prior to initial consult and communicates any potential issues to the patient.

• Works cooperatively with providers to process referrals for patients. Accurately documents approval number, number of visits authorized, and type of service approved in the hospital registration system. Completes the paperwork for referral authorizations and submits to the appropriate managed care organization in a timely manner. 

• Prospectively identifies patients who require authorization and obtain appropriate provider approval prior to the appointment date. Effectively communicates alternatives to patient if service is denied. 

• Refers self-pay patients or patients with insurance issues to Patient Financial Services, as appropriate. Partners with Patient Financial Services to effectively communicate to the patient alternative payment options and/or insurance issues.

3) Compliance and Patient Tracking:

• Documents patient encounters, resource development efforts, and other interventions for each patient, including date, time, and signature in the electronic medical record.

• Complies with departmental, regulatory and contract requirements for documentation recording, and data collection, and submits department statistics and other records and reports within required time frames.

• Create and maintain Chagas, OPAT, and other patient list as assigned , in EPIC by coordinating with IT,

• Identifies system deficiencies and seeks to fill those gaps in collaboration with the department manager.

• Contributes to the development of new ideas that impact the program

4) Meets hospital-wide standards in the following areas:

• Conforms to hospital standards of performance and conduct, including those pertaining to patient rights and privacy

• Utilizes hospital’s policies and standards as the basis for decision making and to support the hospital’s mission and goals.

• Follows established hospital infection control and safety procedures

5) General & Administrative support:

• Provides other administrative and special project assistance as required or assigned by Operations Manager

• Remains knowledgeable of and follows appropriate policies, procedures, and work standards, including but not limited to, policy regarding hours of work, absenteeism, and tardiness.

• Maintains competency in areas of responsibility to ensure quality of care.

• Maintains strict protocols of all confidential or sensitive information

• Attends hospital required and relevant training sessions or activities, as assigned by Operations Manager

• Promotes a positive and collaborative work environment supportive of the hospital’s missions and goals.

• Adapts to changing departmental needs, including but not limited to, offering assistance to other team members, adjusting assignments, and other functions as determined by Program Manager

• Performs other duties assigned or as necessary.

6) Meets hospital-wide standards in the following areas:

• Conforms to hospital standards of performance and conduct, including those pertaining to patient rights and privacy

• Utilizes hospital’s cultural beliefs as the basis for decision making and to support the hospital’s mission and goals.

• Follows established hospital infection control and safety procedures

• Remains knowledgeable of and follows appropriate policies, procedures, and work standards, including but not limited to, policy regarding hours of work, absenteeism, and tardiness.

• Promotes a positive and collaborative work environment supportive of the hospital’s missions and goals.

(The above statements in this job description are intended to depict the general nature and level of work assigned to the employee(s) in this job. The above is not intended to represent an exhaustive list of accountable duties and responsibilities required).

JOB REQUIREMENTS

EDUCATION:

• Minimum of a High School Education. 

• Associates Degree /Bachelor’s Degree preferred

EXPERIENCE :

• Individual must have experience (paid or volunteer) working with families of various backgrounds. 

• Must have some familiarity navigating community resources and systems preferred

KNOWLEDGE AND SKILLS:

• Knowledge of community, social, and health resources preferred

• Empathic understanding of ill patients and skilled in performing multicultural needs assessments and developing concrete service plans.

• Expertise in establishing working relationships with patients, their family, professionals, and the community, including the ability to collaborate with a multidisciplinary health care team.

• Computer competency, inclusive of the ability to access and enter data. Computer proficiency with Microsoft Office Products (Word, Excel, Power Point) a must.

• Ability to work in a fast paced environment, inclusive of organizational skills, critical thinking, and problem solving abilities.

• Effective verbal, written, and interpersonal communication skills to facilitate interactions with various members of the health care team, patients, and their families.

• Bilingual or multi-lingual skills (beyond that of English) appropriate to the patient population served, is preferred.

• Demonstrated flexibility with client’s priorities, evolving needs, and goals.

• Sensitivity to ethnic, cultural, gender, and sexual orientation diversity; values; beliefs; and behaviors.

• Demonstrated critical thinking and problem solving ability.

Compensation Range:

This range offers an estimate based on the minimum job qualifications. However, our approach to determining base pay is comprehensive, and a broad range of factors is considered when making an offer. This includes education, experience, skills, and certifications/licensures as they directly relate to position requirements; as well as business/organizational needs, internal equity, and market-competitiveness. In addition, BMCHS offers generous total compensation that includes, but is not limited to, benefits (medical, dental, vision, pharmacy), discretionary annual bonuses and merit increases, Flexible Spending Accounts, 403(b) savings matches, paid time off, career advancement opportunities, and resources to support employee and family well-being. 

NOTE : This range is based on Boston-area data, and is subject to modification based on geographic location.

Equal Opportunity Employer/Disabled/Veterans

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