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Emory Healthcare/Emory University Client Experience Coordinator, Proton Therapy Center in Atlanta, Georgia

Overview

We are looking for a candidate with a strong rapport building skillset, and an ability to put cancer patients at ease by demonstrating compassion and patience. Candidate should be skilled in customer service and relationship building with ability to competently and promptly communicate information to patients. We are looking for a candidate to act as the primary liaison for the Emory Proton Therapy Center and represent department physicians with the larger Emory organization, patient and caregivers, referring physicians, staff from referring offices, and general public by providing information and guidance regarding proton center services. The candidate must promote a positive patient and family experience as the first impression of our center. The candidate serves as key contact for proton therapy inquiries, both online and via phone, including those from patients, physicians, and caregivers. They assist in the development and assume responsibility for the implementation of marketing and consultation conversions for the practice, which includes relationship building with current and prospective patients, managing and successfully implementing marketing strategies, and development of a referral network. The candidate is expected to convert proton therapy inquiries to consultations and create excitement about prospective treatment options. Candidate maintains a database of prospective and current patients to foster a closed-loop tracking system of our marketing efforts. The candidate supports overall care coordinator for patients, serving as the primary point of contact for all customer service, administrative, and scheduling needs. The candidate ensures that all related patient appointments for care are secured in a timely manner and coordinated for patient convenience. Candidate develops and coordinates a system which organizes the flow of patients from initial appointment through completion of their care experience. Candidate will meet with physician weekly to review all patients preparing to undergo proton therapy, and determine if patient has been financially cleared in order to begin. Additional miscellaneous tasks include but are not limited to: collecting and sending medical records, scheduling imaging appointments for patients, participation in analysis of Key Performance Indicators (KPIs), participating in center staff meetings and committee meetings, etc. The candidate must treat all individuals with dignity and respect and demonstrate flexibility with section and organizational needs.

Description

JOB DESCRIPTION:

  • Serves as the point person ensuring consistent and clear communication regarding prospective surgical patients with physician.

  • Assists in the development and assumes responsibility for the implementation of marketing and surgical consultation conversions for the practice, which includes relationship building with current and prospective patients, managing and successfully implementing surgical acceptance strategies, and development of a referral network.

  • Serves as the point person ensuring proper communication with current and prospective surgical patients, with physician, staff colleagues, and referring physicians.

  • Employee may work under general supervision and receives general guidance on work priority with substantial employee latitude.

  • Converts surgical consultation patients to surgery and creates excitement about prospective surgery options.

  • Develops physician referrals via monthly sales calls, follow-up correspondence, development of educational materials, and staff training.

  • Serves as key contact for cosmetic surgery inquiries including those from patients, physicians, and staff members.

  • Coordinates patient seminars, including invitations, presentations, refreshments, and strategic follow-up.

  • Maintains the database of patients who have had surgery, and who have not, and targets specific contacts about services and products.

  • Contributes website copy.

  • Meets with physicians monthly to discuss the results of marketing programs, and review meaningful data.

  • Effectively plans and executes pre and post consultation follow up with all patients; reports weekly progress to physician, if not more frequently.

  • Develops and monitors internal systems (i.e., initiate new patient tracking, patient communication and correspondence, marketing budget, and referral source follow-up).

  • Develops and maintains internal patient database; identifies target patients for target marketing, mailing and telephone calls.

  • Reviews, confirms, and documents payments and insurance benefits related to services.

  • Creates, estimates, and collects patient out of pocket payment obligations.

  • Assist Patient Financial and Revenue Cycle management with fee schedule management, patient accounts resolution, management of rejected claims for third party payment, vendor payment resolution, etc.

  • Serve as a resource to staff and financial departments by providing direction for billing, coding, vendors.

  • Oversee quality improvement initiatives by consulting with organizations on related topics such as training criteria for staff, insurance changes for covered items, competitive pricing and related products and services vital to patient needs.

  • Develops, implements and monitors patient focused service to promote a supportive and healing environment that enhances customer and staff satisfaction.

  • Coordinates product promotions and advice to pre-op and post-op patients.

  • Train additional administrative personnel (both initial and ongoing training).

  • Serves as a role model of excellent customer service.

  • Responds constructively to the needs of all those he/ she interacts with on a daily basis.

  • Assesses and monitors customer satisfaction and responds promptly to voiced and identified concerns.

  • Acts as an administrative resource/expert for all staff in the coordination of a patients care.

  • Works collaboratively with section and Emory Clinic management in implementing strategies to see a statistically significant increase in patient satisfaction results each quarter.

  • Works collaboratively with section management to actively investigate and remedy patient and customer complaints.

  • Assists section management in monitoring customer satisfaction.

  • Coordinates care for established patients and serves as the primary point of care for these patients and their families.

  • Develops and coordinates a system which organizes the flow of patients from initial appointment through completion of their care experience.

  • Collaborates with nursing and physician teams to ensure appropriate appointments are secured in a timely manner. This would include: Return visit coordination, Surgery and ancillary appointment scheduling.

  • Works collaboratively with the nursing team to ensure timely return of clinical phone calls.

  • Applies advanced interpersonal and communication skills in all interactions with patients, clinical personnel, administrative personnel and care providers.

  • Demonstrates attitudes and behaviors which contribute to the smooth coordination of care and enhances each patient's experience with Emory.

  • Treats all individuals with dignity and respect and participates in activities to improve working relationships within the section.

  • Actively participates in section activities such as staff meetings, supervisory meetings, patient satisfaction meetings etc.

  • Manages workload and assignments effectively.

  • Adapts well to changes and priority level of duties.

  • Demonstrates flexibility with section and organizational needs.

  • Performs all other duties as assigned.

MINIMUM QUALIFICATIONS:

  • Bachelors Degree in communication/marketing/business emphasis preferred. Equivalent work experience in sales, marketing, business, customer service, hospitality, travel industry or with a surgical practice may be substituted in lieu of a bachelors degree.

  • Two (2) years related experience in sales, marketing, business, customer service, hospitality, travel industry or with a surgical practice.

  • Experience using various software packages including database applications, spreadsheets, and word processing.

PHYSICAL REQUIREMENTS (Medium): 20-50 lbs; 0-33% of the work day (occasionally); 11-25 lbs, 34-66% of the workday (frequently); 01-10 lbs, 67-100% of the workday (constantly); Lifting 50 lbs max; Carrying of objects up to 25 lbs; Occasional to frequent standing & walking, Occasional sitting, Close eye work (computers, typing, reading, writing), Physical demands may vary depending on assigned work area and work tasks.

ENVIRONMENTAL FACTORS: Factors affecting environment conditions may vary depending on the assigned work area and tasks. Environmental exposures include, but are not limited to: Blood-borne pathogen exposure Bio-hazardous waste Chemicals/gases/fumes/vapors Communicable diseases Electrical shock, Floor Surfaces, Hot/Cold Temperatures, Indoor/Outdoor conditions, Latex, Lighting, Patient care/handling injuries, Radiation, Shift work, Travel may be required. Use of personal protective equipment, including respirators, environmental conditions may vary depending on assigned work area and work tasks.

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Division The Emory Clinic

Campus Location Atlanta, GA, 30308

Campus Location US-GA-Atlanta

Department TEC Rad Onc Proton Trmt Ctr

Job Type Regular Full-Time

Job Number 77913

Job Category Clinical & Nursing Support

Schedule Other

Standard Hours 40 Hours

Emory Healthcare is an Equal Employment Opportunity employer committed to providing equal opportunity in all of its employment practices and decisions. Emory Healthcare prohibits discrimination, harassment, and retaliation in employment based on race, color, religion, national origin, sex, sexual orientation, gender identity or expression, pregnancy, age (40 and over), disability, citizenship, genetic information, service in the uniformed services, veteran status or any other classification protected by applicable federal, state, or local law.

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