Lead Executive Patient Coordinator

Position Highlights:

The Lead Executive Patient Coordinator oversees the activities provided by Executive Patient Coordinator Team. This position will be the department’s primary contact for the Executive Referral Services Program with Moffitt executive leadership, Foundation, Moffitt shared services, and employer programs. The Lead Executive Patient Coordinator will be an escalation contact for the department and will be the primary contact for stakeholder education. He/she will analyze data, develop reports, look at trends and lead efforts for potential improvements. He/she will oversee the intake process to ensure prompt initial contacts occur daily.

The Lead Executive Patient Coordinator will function on an advanced level as a highly visible public representative for the organization to build a positive, trust-based relationship to influence and serve executive patients, stakeholders, institutional leadership and center-wide faculty and staff within multiple business systems and programs. This role will also perform similar essential functions as the Senior Executive Patient Coordinator.

The Executive Referral Services Program Team is the point of access and contact for referral sources (Moffitt executives and key stakeholders, Board members, Foundation, and other VIPs) to refer patients to Moffitt and is responsible for: triaging referred patients to the appropriate program, ensuring that appropriate medical records and communications are received by the Center, tracking and monitoring the patient’s activities within the Center, and facilitating communication between the clinical departments and patient. The Executive Referral Services Program Team is responsible for navigating Public Figures, high profile and executive patients while addressing and resolving complex patient issues and concerns. This team will engage with a diverse population to include stakeholders, patients, physicians, and clients requesting services at Moffitt Cancer Center with the goals of capturing referrals, exceeding the expectations of the customer, and in turn, promoting advocacy through effective relationship management.

The Lead Executive Patient Coordinator will plan, develop, implement, expedite, maintain and monitor high quality personalized concierge attention to all inquiries and requests that are related to medical appointments and institutional business needs.

Highlighted Responsibilities:

Lead Responsibilities

• Responsible for developing and facilitating training for all team members on executive policies, procedures, and processes within the Executive Referral Services Program. This includes conducting new hire onboarding.
• Acts as a role model for the team across the spectrum of responsibilities including managing communications with executives who refer patients, balancing availability to patients with other demands, maintaining adherence to time and reporting policies, and actively promoting Moffitt values such as inclusion, mentoring and excellence.
• Managing daily Tally assignments and schedule; mentoring and orienting executive patient coordinators; and problem-solving patient and stakeholder related issues.
•  Serve as first point of contact for executive patient coordinators to resolve patient issues.
• Develop schedule/coverage assignments for team member PTO.

Executive Referral Management and Processing

• This position is responsible for the efficient processing and coordination of services for executive patients referred directly to the Executive Referral Services Program. The incumbent categorizes the referral in accordance with the general patient criteria guidelines; provides timely, undivided, personalized attention for all patient needs and superior customer service to referring stakeholders, patients, and families.

Operations Management

• Orchestrates multiple activities simultaneously, changing priorities as needed, and marshals resources (people, funding, material, and support) to accomplish goals. Collaborates with appropriate shared service departments, elevates issues to Patient Relations as appropriate, identifies and takes action to resolve problems and complaints. Keeps senior executive leadership informed.
• On rotational basis, serves as Intake Coordinator, responsible for monitoring Executive Referral Services inbox and voicemail, assigning patients to Executive Patient Coordinators, and manage Tally and appropriate data bases.
• Coordinate with CCA supervisors for escalating issues for STAT/high priority records needs.
• Builds and maintains internal and external relationships to facilitate program function and success.
• Assists director with the education of clinical, ancillary, and administrative staff regarding program responsibilities and protocol. Assists with delivery of PowerPoint presentations.

Keeps relevant and up-to-date collateral patient information and accessible for distribution to patients

Qualifications:

• Bachelor’s Degree in Hospital Administration, Nursing, Public Health, Hospitality Management, Business, Marketing, Public Relations, Relationship Management, Social Services, Public Administration or other related field
• Minimum of five (5) years experience as a Executive Patient Coordinator
• Knowledge and sound understanding of core concepts of patient- and family-centered care. Ability to relate to diverse age, cultural and demographic backgrounds, and patients who are experiencing high levels of stress and/or physical pain.
• Ability to develop and facilitate training.
• Possesses strong problem-solving abilities, self-management, and initiation skills.
• Proven multi-tasking skills.
• Demonstration of developing and maintaining strong working relationships with providers, nurses, and administrative staff.
• Possesses ability to exercise sound judgment and independence to provide services necessary to meet patient and family needs, including going beyond the stated job responsibilities.
• Possesses ability to work independently, completing multiple tasks simultaneously and working under pressure.
• Comfortable working with patients who are experiencing high levels of stress and/or physical pain.
• The incumbent must demonstrate effective communication skills (both written and verbal) to all stakeholders, executive leadership, patients, and caregivers.
• Possesses strong customer service orientation and skills.
• Must have excellent interpersonal, organizational and time management skills with strong attention to detail.
• Ability to maintain confidentiality of patient information and command of working knowledge of medical terminology (anatomy and physiology).
• Able to interact with Executives and VIPs to optimize the experience for patients and stakeholders.
• Proficiency in computer skills including MS Office software applications, and ability to