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Description

Job Summary

Performs patient/family and physician(s) flow coordination and support for the Craniofacial Program's referral sources, referrals into clinic, and administrative aspects of the program. Acts as navigation resource for all clinic related questions, testing, scheduling, authorization, issues, etc. Responsible for all patient, family, and physician(s) questions and concerns. Leads all communications and documentation between medical practices and ancillary services.

Job Specific Duties

• Receives patient/family referrals and maintains excellent communications and relationships with community referral sources. 
  
• Responsible for the coordination of the Craniofacial Clinic; contracts other hospital departments, team members, patients, etc. Oversees the approved sequence of tasks related to support the team. 
  
• Obtains and documents all information in the EHR needed to execute the Multidisciplinary Clinic Facility Fee charges.
  
• Enters patient demographics and insurance information in the scheduling/appointment book of EHR with the preset criteria and appointment slots for each clinic. 
  
• Obtains tests/visit authorizations and collects necessary information for appointment/admission. Distributes relevant medical data and follows up with clinical indications following medical review. 
  
• Prior to clinic admission, e-mails parent questionnaire and asks for prescriptions and referrals. Follows up on MD approval for appropriate clinic visit and stores data/information into EHS. 
  
• Post clinic coordinates a single clinical report for the parent and referral source, bringing together the Provider and Professional clinical notes from multidisciplinary clinic. 
  
• Navigates Craniofacial patient/family population across the child's life span of follow up care as protocols prescribe (i.e. yearly clinic appointments).  
  
• Participates in meeting all program requirements as prescribed by the State of Florida Craniofacial Program grant funding award to NCHS.  
  
• Floats, covers, and provides assistances to department, other clinics, and staff members when needed or requested by leaders. 
  
• Maintains supply orders for department through hospital designated programs (PeopleSoft). 
  
• Registers patients on clinic day; activates accounts, controls physician/patient flow to assert patient was seen by an MD, and confirms all other MD appointments/visits. Follows up on all MD visits.
  
• Ensures patient flow is maximized to meet service standards. Performs service recovery when applicable to maximize patient and family satisfaction.
  
• Coordinates in advanced with each specialty to assure (on clinic-day) patient is seen by all providers. Keeps teams informed of changes to the schedule. 
  
• Coordinates patient discharge after clinic. Inputs & updates information in EHS. Transmits clinic consensus to MDs & other consultants treating the patient. Provides follow up appointments & testing. 
  
• Responsible for supporting work around preparing State and Internal grant audits and contract reviews. 
  
• Arranges end-of-clinic consensus team meetings and/or support groups with different disciplines (food/speakers if needed). Archives data for future retrieval long-term care.
  
• Participates in Lean initiatives to improve processes for opportunities to deliver higher quality, cost effective care, with greater customer service, & which impact can be measured by way of metrics. 
  
• Utilizes Lean methodology to improve the family experience in the Brain Institute. Actively involved in continuously improving the patient experience and service recovery process. 
  
• Responsible for the assisting in the development of craniofacial teaching tools/presentations in an electronic and technological format.
  
• Assists in the coordination of craniofacial events (i.e., CCFA, FCPA, ACPA and NCH).  Facilitates processes related to craniofacial team member's participation in conferences. 

Qualifications

Minimum Job Requirements

• 4-7 years of experience in administrative support and coordination of a Medical Office
  
• Bilingual in English/Spanish

Knowledge, Skills, and Abilities

• High school education or equivalent preferred
  
• Medical Assistant Certification preferred.
  
• Proficiency in Microsoft Office including Power Point and Excel
  
• Knowledge of HIPAA requirements and patient information is preferred
  
• Electronic Health Systems (EHS) experience preferred
  
• Medical insurance and billing experience preferred
  
• Ability to learn new software application
  
• Excellent communication, customer service skills, and phone etiquette
  
• Excellent time management and ability to meet deadlines
  
• Able to adapt and react calmly under stressful conditions
  
• Able to prioritize and successfully handling multiple concurrent tasks
  
• Strong problem solving skills
  
• Excellent attention to detail
  
• Able to work effectively in a team environment

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