Transplant Care Facilitator

SUMMARY: The Transplant Care Facilitator is an unlicensed, trained individual who assists in carrying out supportive services for the management and compliance of the patients prior to and after a transplant episode. Assists with material and chart preparation, scheduling of testing and consults, retrieval of results, tracking of required updates, organizing information and maintaining accurate Epic Phoenix documentation. Retrieving and recording labs, triage of patient and provider phone calls and general assistance to nurse coordinators.

Will report to the Functional Unit Director of the Comprehensive Transplant Center. Responsible for managing and coordinating a variety of department projects, activities, reports, schedules, collection and management of data for projects and work in progress. Develops office procedures to ensure efficient and timely operations.

ESSENTIAL FUNCTIONS

Reasonable accommodations may be made to enable individuals with disabilities to perform all functions.

Scheduling and Responsibilities :

• Accurately and completely enters scheduling information into computer system within the agreed upon time frame according to departmental guidelines.
• Consistently coordinates appropriate patient visits between various departments according to departmental guidelines.
• Regularly fills all vacancies due to cancellations with new appointments according to departmental guidelines.
• Consistently correctly assigns patient history number immediately upon check-in.
• Consistently stamps laboratory test requisitions, history sheets, encounter forms, and professional fee sheets with patient's name according to departmental guidelines.
• Serve as first line resource for patients and assist in facilitating the patient through the transplant, donation and follow up continuum of care
• Triage a high volume of challenging patient, provider and emergent calls and faxes for Comprehensive Transplant Center (CTC)
• Schedule appointments/testing as needed including all initial evaluation and ongoing candidacy evaluation diagnostic studies and physician consults
• Notify patient of upcoming appointments and provide verbal and written instructions

Pre-registration Responsibilities :

• Interviews patients and/or family members via telephone, prior to the scheduled appointment according to departmental guidelines.
• Consistently greets and interviews patient and family members to obtain or verify complete and accurate registration information.
• Accurately describes procedures to new patients according to departmental guidelines.
• Ensures that patients are familiar with procedures that were explained.
• Accurately and completely enters pre-registration information into a computer system and prepares daily printed schedules for appropriate area according to departmental guidelines.
• Consistently enters any additions and/or modifications into a computer system according to department guidelines.

Information Control:

• Prepare teaching material, forms and consents for transplant patients
• Assist with organizing information to obtain financial clearance with financial coordinator
• Interview patient to obtain all demographic and financial information
• In conjunction with established medical guidelines and oversight from the transplant coordinators and physicians, determine if a patient is suitable to schedule an evaluation
• Create/Update candidate information in the Epic Phoenix transplant database
• Determine records needed for evaluation process or waitlist management
• Request/Retrieve records from outside facilities and scan all records in Epic
• Compose clear and concise correspondence to patients and providers for initial evaluation, follow-up and regulatory documents

Billing and Insurance:

• Obtains prior authorizations for the majority of the necessary diagnostic tests for the patients as part of their evaluation.
• Frequently needs to work closely with our Administrator and Finance Department to update the patient’s insurance policy and assists patients with supplemental insurance
• Works closely with our Pharmacy Department to assure the patient has applied for the Patient Assistance Programs and helps to complete Prior Authorizations for their transplant medications

Patient Care Process:

• Regularly reviews patient's file for appropriate paperwork, completeness and accurately (medical records, lab results, prior to patient's visit according to departmental guidelines.
• Consistently correctly assigns patient history number immediately upon check-in.
• Consistently stamps laboratory test requisitions, history sheets, encounter forms, and professional fee sheets with patient's name according to departmental guidelines.
• Communicate changes in patients’ medical status to nurse coordinator and physician
• Audit Epic documentation to ensure regulatory required documents are completed and accurate
• Participate in weekly patient selection meetings.
• Communicate progress and results of patient workups with coordinators and physicians
• Comply with all regulatory requirements to include: UNOS, UNET entry, CMS, DHMH, etc
• Assist nursing staff with post-transplant phone calls and prior authorization forms from insurance carriers for prescription coverage

Performance Improvement:

• Contributes to the success of cost reduction and quality improvement initiatives.
• Identifies and recommends ways to improve efficiency and/or outcomes in work standards.
• Actively participates in performance coaching/mentoring and provides regular feedback to the administrative staff in the department.
• Provides administrative support to physician leadership within the department as required, including answering phones, screening and directing calls, scheduling all appointments meetings, managing calendars, making travel arrangements, preparing and delivering correspondence and maintaining confidential departmental files.
• Participates in the development and implementation of policies and procedures pertaining to the operation of the department under the direction of department leadership.

Data Collection:

• Identifies necessary data to be collected and evaluate and develops procedures for collection of same.
• Updates and maintains personnel records in an orderly and easily accessible fashion.
• Consistently manages distribution records and reports through computerized and/or manual systems.
• Consistently examines, develops, and secures approval for enhancements to office and record keeping procedures.
• Gathers appropriate financial data and records on a consistent basis according to departmental standards. Gathers and summarizes data as basis for financial evaluations for review by management.
• Errors and discrepancies are consistently resolved

QUALIFICATIONS

• Education : Two years of college or business school, or 4 years of equivalent experience

• Knowledge : Able to obtain a comprehensive understanding of departmental and Hospital policies and procedures, budget verification and analysis, spreadsheets and database management.

• Skills :

- Demonstrated ability to exercise good judgment in handling sensitive and confidential information and situations.

- Demonstrated proficiency in the use of standard word processing, power point and spreadsheet software.

- Strong project management and communication skills, analytical ability to interpret data and policies.

- Strong oral and written communication skills necessary to interact diplomatically with diverse groups of people, exchange information and produce written correspondence.

- Ability to schedule into EPIC, obtain insurance authorizations, communicate with patients via phone and via EPIC, and collaborate with members of the multidisciplinary transplant team

• Work Experience : Minimum 3 years of experience in health care administration, office experience, or customer service experience.

• Machines, Tools, Equipment: Must have advanced level computer skills and the ability to operate general office equipment.