Patient Coordinator

Position Overview

Axle is seeking Patient Coordinators to coordinate the recruitment, scheduling, travel, and admission of research study participants, serve as a liaison between participants, their families, and clinical staff, and collect, enter, and maintain patient records and data related to protocol scheduling and coordination. This role also coordinates new patient referrals, monitors and helps improve clinic workflow processes, and mentors and trains staff on patient recruitment and coordination procedures, along with performing logistical and administrative duties that support physicians, nurses, social workers, and other Clinical Center staff. An Associate's degree is required; a Bachelor's degree in Life Sciences or a related discipline plus a minimum of one year of related experience is also listed. Strong customer service, organizational, and communication skills, along with knowledge of clinical protocols and medical terminology, are required.

Certifications & Licenses

• Bachelor's degree in Life Sciences or other related discipline
• Minimum of one (1) year of related experience
• Associate's degree

Field of Study

• Miscellaneous Biology

• Communications

• General Business

• Miscellaneous Business Medical Administration

• General Medical and Health Services
• Miscellaneous Health Medical Professions

Software

• MS Office Suite

Skills

• Must be able 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 successfully manage competing priorities
• Resourcefulness in problem solving
• Strong interpersonal skills and ability to work effectively in a team environment
• Ability to efficiently compose correspondence, prepare reports from raw data, and design, set up, and maintain electronic and paper filing systems
• Experience scheduling patient appointments and/or travel arrangements and maintaining patient records as it relates to patient care arrangements
• Travel arrangements

Deliverables

• Work products and documents related to performing logistical and administrative duties that facilitate patient travel and patient appointments by communicating with patients, caregivers, family members, and staff while coordinating and planning simple and complex travel, lodging, and transportation arrangements; acting as a point of contact between physicians, nursing, NIH staff, contractors, and other departments; and acting as a point of contact between staff, departments, and patients/caregivers/family members — Ad-Hoc
• Work products and documents related to collecting outside medical documentation, electronically scanning and uploading records (including patient ID and demographic data) into the electronic medical record as appropriate, and communicating with various clinical administrative support offices/clinics/employees concerning the obtainment of outside patient records — Ad-Hoc
• Work products and documents related to adapting and maintaining filing systems to create and support an ongoing database of patient encounters and patient appointments; entering and updating clinic and/or physician appointment schedule availability into the central appointment calendar; and providing appointment and travel information to patients, including scheduled dates and times, appropriate documents to bring, clinic information, hospital maps, travel, and hotel information — Ad-Hoc
• Work products and documents related to obtaining up-to-date patient records and other pertinent information prior to appointments or visits, and sending patient appointment reminders and travel details — Ad-Hoc

Statement of Work Details

• Mentor and coach patient coordinators — 1
• Develop training materials, job aids, and instructions for use by patient coordinators — 2
• Assess organizational need and develop training programs to improve accuracy and performance of patient coordination processes and procedures — 3
• Participate in quality improvement initiatives and maintenance of SOPs — 4
• Monitor and identify areas of improvement in the clinic environment and clinical trial conduct in the outpatient setting, for patients, families, and staff — 5
• Coordinate the recruitment, scheduling, travel, and admission of research study participants with clinical staff
• Work with staff to coordinate new research patient screening appointments, procedures, and imaging studies between protocol investigators and the outpatient clinic scheduling personnel
• Coordinate scheduling, travel, and lodging of subjects participating in studies
• Act as a liaison between participants, participants' relatives, and staff members, communicating participants' questions, complaints, problems, and concerns to appropriate staff members
• Respond to patient emails and phone calls; prioritize patient-related issues into urgent, emergent, and routine categories; triage issues to the appropriate personnel on the team as necessary
• Maintain ongoing relationships with patients, families, caregivers, medical care providers, and various individuals on a continuous, long-term basis
• Explain policies and procedures to participants and refer them to appropriate staff
• Respond to communications with research subjects; direct questions to the appropriate team member
• Collate, enter, and maintain data collected on participants
• Collect outside medical documentation, electronically scan and upload records (including patient ID and demographic data) into the electronic medical record as appropriate
• Maintain patient files, medical records, and patient family contacts; file medical record notes into patient charts daily
• Create reports/spreadsheets for tracking and scheduling of protocol patients
• Obtain medical information, imaging disks, and pictures from applicants on an ongoing basis; file them with the records
• Coordinate new patient referrals by obtaining pertinent information and forwarding it for review
• Refer prospective volunteers per study guidelines to the appropriate Institute contact person
• Obtain outside medical records, radiology studies, and biopsy slides, and submit them to the respective departments at the NIH
• Communicate with appropriate staff about intake and materials and submission of materials for review
• Monitor workflow and administer and revise processes to maintain and improve operations
• Work with staff to achieve optimum schedule and staff utilization; work with staff in problem solving for overlapping appointments
• Review future scheduled cases to resolve potential conflicts or problems; monitor additional reports to ensure data validity
• Troubleshoot scheduling issues to ensure maximum productivity of staff resources
• Mentor and train staff on patient recruitment and coordination processes and procedures
• Perform logistical and administrative duties that facilitate the work of physicians, nurses, social workers, and other members of the Clinical Center (CC) staff who provide patient care
• Communicate with patients, caregivers, family members, and staff while coordinating and planning simple and complex travel, lodging, and transportation arrangements
• Act as a point of contact between physicians, nursing, NIH staff, contractors, and other departments
• Act as a point of contact between staff, departments, and patients/caregivers/family members
• Answer incoming calls and e-mails, and otherwise remain responsive to queries and concerns related to core duties in a timely manner
• Communicate with various clinical administrative support offices/clinics/employees concerning the scheduling and coordination of patient appointments
• Arrange patient travel, including NIH-billed lodging, meal reimbursements, and local transportation services
• Adapt and maintain filing systems to create and support an ongoing database of patient encounters and patient appointments
• Enter and update clinic and/or physician appointment schedule availability into the central appointment calendar
• Provide appointment and travel information to patients, including scheduled dates and times, appropriate documents to bring, clinic information, hospital maps, travel, and hotel information
• Obtain up-to-date patient records and other pertinent information prior to appointments or visits
• Send patient appointment reminders and travel details