Executive Patient Coordinator – Strategic Alliances

H. Lee Moffitt Cancer Center is internationally recognized for our focus on personalized cancer care and translational research. The mission of Moffitt is clear, focused, and fully stated in nine words, “To contribute to the prevention and cure of cancer.” With a tradition of excellence that began with the first patient admission in 1986, dedicated Moffitt physicians, scientists, and staff members have remained committed to excellence in an atmosphere characterized by kindness, caring, and hope.

Job Summary:

• The Executive Patient Coordinator functions on an advanced level with executive patients, stakeholders, institutional leadership and center wide faculty and staff within multiple business systems and programs.
• The position requires independent decision making and demands a highly customer service oriented and knowledgeable professional to communicate with a diverse population. This includes stakeholders, patients, physicians and clients requesting services at Moffitt Cancer Center with the goal of capturing referrals, exceeding the expectations of the customer; and, in turn, promoting advocacy through effective relationship management.
• The Executive Patient Coordinator is responsible for the efficient process and coordination of services for executive patients referred directly to the program. The incumbent provides personal attention and superior customer service to referring stakeholders, patients and families.
• The 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.
• Explains policy/procedures to other parties, collects, compiles, and analyzes moderately complex to complex data.
• The Executive Patient Coordinator builds and maintains center-wide relationships and oversees aspects of the program to include, but not limited to guest services, patient navigation, appointment scheduling, medical record acquisition, data systems management, backup coverage planning, policy and procedure review, patient education and orientation, stakeholder communication and patient satisfaction.

Responsibilities: 

• Processes executive referrals and high-level executive patients by compiling their demographic and medical information and navigate them through the financial, scheduling and visit processes.
• Provides support as center-wide and community liaison for patients, families, care companions, and medical concierge partners to advocate, welcome, orient, educate, navigate and facilitate clinical movement through the main campus, satellite campus or affiliate sites.
• Designs, manages and delivers customized service to stakeholders and executive leadership regarding patient referral requests and provides timely and appropriate feedback without undue tension and nervousness.
• Demonstrates a high-level of political acumen and displays comfort in the management of sensitive issues and stakeholder service expectations.
• Arranges information in a useful manner and uses resources effectively and efficiently. Orchestrates multiple activities simultaneously and marshals resources (people, funding, material, and support) to accomplish goals.
• Manages and arranges complex medical appointment scheduling assignments that support the patient's travel and business needs and, when necessary, provides additional services to third-party medical concierge companies.
• 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.
• Mitigate any issues or patient concerns; seek solutions for patient delays in care; report any risk issues identified to appropriate parties; and resolve financial clearance and scheduling needs.
• The Executive Patient Coordinator also works to recommend, act on, and resolve opportunities for improvement in existing workflows, communication needs to various respective groups, and overall patient experience.
• Acts as liaison for institutional donor development initiatives with Moffitt Foundation office.
• Builds and maintains internal and external relationships to facilitate program function and success.

Credentials and Qualifications:

• Completed Bachelor's Degree in one of the following specialties: Hospital Administration, Nursing, Public Health, Hospitality Management, Business, Marketing, Public Relations, Relationship Management, Social Services, Public Administration or related fields
• Minimum of three (3) years of general business experience within an academic or general hospital, clinical, medical or service industry setting.
• *In lieu of a Bachelor's degree, an Associate's degree and a minimum of five (5) years' experience as stated above (OR) a High School Diploma/GED and a minimum of seven (7) years' experience as stated above will be considered.

Additional Skills:

• Demonstrated competency with MS Office software applications (i.e. Word, Excel, PowerPoint, etc.).
• Ability to learn and use multiple health related computer systems (Capstone, Cerner, Soarian, etc.).
• Availability to travel between Moffitt campuses and satellite offices.
• Comfortable working with patients who are experiencing high levels of stress and/or physical pain.
• Ability to exercise judgment and independence to provide services necessary to meet patients and family needs, including going beyond the stated job responsibilities.
• Experience working independently, completing multiple tasks simultaneously and working under pressure.
• Ability to maintain confidentiality of patient information and command of working knowledge of medical terminology (anatomy and physiology).
• Demonstrated strong customer service skills. Excellent verbal and written communication skills along with excellent interpersonal, organizational and time management skills with strong attention to detail.