PATIENT COORDINATOR

Job Description

Job Description

Patient Coordinator

National Institutes of Health / National Institute of Allergy and Infectious Diseases (NIAID)  

RJIT Solutions is an information technology and bioscience company that specializes in providing innovative solutions in biomedical research and data science. We serve healthcare organizations by leveraging the expertise of our team in science, software engineering, and program/project management. Our commitment to excellence has made us a trusted partner of top research organizations, including multiple institutes at the National Institutes of Health (NIH). At RJIT Solutions, we combine the agility of a small business with the comprehensive capabilities of a large organization to accelerate research and enhance decision-making processes in healthcare and research sectors. As part of our unrelenting focus on quality and compliance, RJIT Solutions' delivery is based on Certified Matured Processes including CMMI L3 SVC, ISO 20000, ISO 27001, and ISO 9001 quality processes.

Place of Performance: NIAID , 10 Center Drive, Building 10, Bethesda, MD 20892

Position Summary and Objectives: RJIT is seeking a Patient Coordinator to support the National Institute of Allergy and Infectious Diseases (NIAID) at the NIH Clinical Center in Bethesda, Maryland. The Patient Coordinator serves as the primary point of contact for research study participants, their families, and caregivers, and coordinates the recruitment, screening, scheduling, travel, lodging, and admission of participants enrolled in NIAID clinical protocols. The position works closely with protocol investigators, nurses, social workers, outpatient clinic scheduling personnel, and other Clinical Center staff to keep appointments, procedures, and imaging studies running on schedule and to make each participant's visit as smooth as possible.  Beyond day-to-day coordination, the Patient Coordinator maintains participant medical records and tracking tools, manages new patient referrals and credentialing paperwork, monitors clinic workflow for scheduling conflicts and opportunities for improvement, and mentors other patient coordinators on recruitment and coordination procedures. The ideal candidate combines a strong customer service orientation with sound knowledge of clinical protocols and medical terminology, excellent organizational skills, and the resourcefulness to resolve competing priorities in a busy clinical research setting.

Technical Requirements: Patient Coordinator

Recruitment, scheduling, travel, and admission of research study participants

• Coordinate the recruitment, scheduling, travel, and admission of research study participants in close collaboration with clinical staff.
• Work with protocol investigators and outpatient clinic scheduling personnel to arrange new research patient screening appointments, procedures, and imaging studies.
• Arrange the scheduling, travel, and lodging of subjects participating in NIAID studies, including NIH-billed lodging, meal reimbursements, and local transportation services.
• Communicate with patients, caregivers, family members, and staff while planning both simple and complex travel, lodging, and transportation arrangements.
• Provide participants with appointment and travel information, including scheduled dates and times, documents to bring, clinic information, hospital maps, and travel and hotel details.
• Send appointment reminders and travel details to participants ahead of each visit.
• Enter and update clinic and physician appointment schedule availability in the central appointment calendar.

Distribution of recruitment materials

• Distribute patient recruitment and communication materials to prospective and enrolled participants in accordance with study guidelines.

Liaison between participants, families, and clinical staff

• Serve as the point of contact between physicians, nursing, NIH staff, contractors, and other departments, and between staff, departments, and patients, caregivers, and family members.
• Build and maintain ongoing, long-term relationships with patients, families, caregivers, medical care providers, and other individuals involved in each participant's care.
• Respond to patient emails and phone calls, prioritize patient-related issues as urgent, emergent, or routine, and triage questions, complaints, problems, and concerns to the appropriate member of the team.
• Answer incoming calls and emails and remain responsive to queries and concerns related to core duties in a timely manner.
• Communicate with clinical administrative support offices, clinics, and employees concerning the scheduling and coordination of patient appointments.

Explanation of policies and procedures to participants

• Explain NIH and protocol policies and procedures to research subjects and respond to their communications, directing questions to the appropriate team member when needed.

Collection, entry, and maintenance of participant data and records

• Collect outside medical documentation and electronically scan and upload records, including patient identification and demographic data, into the electronic medical record as appropriate.
• Maintain patient files, medical records, and patient family contact information, and file medical record notes into patient charts daily.
• Obtain medical information, imaging disks, and photographs from applicants on an ongoing basis and file them with the appropriate records.
• Obtain up-to-date patient records and other pertinent information prior to appointments or visits.
• Create and maintain reports and spreadsheets for tracking and scheduling protocol patients.
• Adapt and maintain electronic and paper filing systems to support an ongoing database of patient encounters and appointments.
• Prepare work products and documents related to patient travel, appointment coordination, record collection, and filing system maintenance on an ad hoc basis as requested by the Task Leader.

Coordination of new patient referrals

• Refer prospective volunteers to the appropriate Institute contact person in accordance with study guidelines.
• Obtain outside medical records, radiology studies, and biopsy slides and submit them to the respective NIH departments for review.
• Communicate with appropriate staff about intake, materials received, and the submission of materials for review.

Preparation of credentialing packages

• Prepare and process the documents required to initiate employment and clinical activities for new program trainees rotating into the program from other NIH institutes or outside institutions.

Workflow monitoring and process improvement

• Work with staff to achieve optimum schedule and staff utilization, and help resolve overlapping appointments.
• Review future scheduled cases to identify and resolve potential conflicts or problems, and monitor additional reports to ensure data validity.
• Troubleshoot scheduling issues to ensure maximum productivity of staff resources.
• Monitor the clinic environment and the conduct of clinical trials in the outpatient setting to identify areas of improvement for patients, families, and staff.
• Participate in quality improvement initiatives and the maintenance of standard operating procedures (SOPs).

Mentoring and training of patient coordination staff

• Assess organizational needs and develop training programs that improve the accuracy and performance of patient coordination processes and procedures.
• Develop training materials, job aids, and written instructions for use by patient coordinators.
• Mentor and coach patient coordinators on recruitment and coordination processes and procedures.

Other logistical and administrative support

• Perform logistical and administrative duties that facilitate the work of physicians, nurses, social workers, and other Clinical Center staff who provide patient care.

Specific Qualifications:

• A Bachelor's degree in Life Sciences or a related discipline such as Biology, Communications, General Business, Medical Administration, or Medical and Health Services is required.
• Demonstrated experience scheduling patient appointments and travel arrangements and maintaining patient records as they relate to patient care arrangements.

Required Software and Tools:

• Microsoft Office Suite (Word, Excel, Outlook, and PowerPoint), including the use of Excel for tracking and scheduling reports.
• Electronic medical record (EMR) systems and document scanning and upload tools.
• Centralized appointment scheduling calendars and electronic and paper filing systems.

Required Skills and Expertise:

• Ability to communicate clearly and concisely, both orally and in writing.
• Strong customer service focus.
• Knowledge of clinical protocols and medical terminology.
• Strong organizational skills with the ability to manage competing priorities successfully.
• Resourcefulness in problem solving.
• Strong interpersonal skills and the ability to work effectively in a team environment.
• Ability to compose correspondence efficiently, prepare reports from raw data, and design, set up, and maintain electronic and paper filing systems.
• Experience scheduling patient appointments and travel arrangements and maintaining patient records related to patient care arrangements.
• Experience coordinating travel arrangements.

Other Requirements:

• Telework may be authorized if approved by the Task Leader, COR, and the Contracting Officer.
• This is a full-time position (30 to 40 hours per week), Monday through Friday, with no nights, holidays, or rotational shifts.
• Occasional light physical activity is required, including lifting or carrying up to 50 pounds, pushing or pulling up to 45 pounds, reaching above shoulder level, and standing or walking for extended periods.