VIRTUAL CARE FLOW COORDINATOR at H. Lee Moffitt Cancer Center – Tampa, Florida

Position Highlights:

The Virtual Care Flow Coordinator primary goal will be to create a welcoming and supportive environment for virtual patients. Incumbent will be responsible for providing accurate information, guiding patients, and ensuring a seamless patient flow before, during, and after their virtual visits. This role requires initiative, problem-solving skills, and the ability to foster collaboration between support services and clinical staff. Additionally, incumbent will actively participate in patient experience initiatives to strengthen relationships between staff and patients. Incumbent will efficiently manage patient flow and support patient access functions as needed and will also play a crucial role in identifying strategies and improving processes for patient flow and virtual care operations across all facilities. Effective communication is essential in this role to foster organizational alignment, enhance the patient experience, and promote a patient-centered environment in a virtual space.

Responsibilities:

Provides Patient Flow Information and Coordination

• Maintain a professional and positive demeanor when interacting with customers and colleagues.
• Provide accurate information and instructions to virtual care patients, caregivers, and clinical teams.
• Efficiently handle multiple tasks in a fast-paced environment, including greeting patients, managing patient worklists, coordinating patient needs, and utilizing information technology systems.
• Coordinate the flow of virtual visit patients, families, and caregivers, using strong customer service skills and critical thinking.
• Execute essential job functions related to patient flow and support patient access functions as needed.
• Collaborate with leadership on projects to ensure alignment with practice requirements and optimize patient flow.
• Evaluate patient flow, wait times, and operational processes (e.g., scheduling, registration, checkout, time to appointment, delays).
• Identify barriers and opportunities for improvement in patient flow, collect relevant data, and share findings with leadership to enhance the patient experience.
• Actively participate in meetings, committees, and initiatives focused on continuous improvement of the patient experience.
• Utilize advanced problem-solving skills to enhance patient flow efficiency and create a positive patient experience.
• Maintain accurate records of patient interactions and technical issues for quality assurance and continuous improvement.
• Conduct follow-up calls or messages to gather feedback on areas for improvement or address any post-visit concerns.

Performs Technical Support and Coordination to Virtual Care Patients and Caregivers

• Communicate proficiently and effectively with patients and caregivers, demonstrating knowledge and digital literacy.
• Assess and troubleshoot technical challenges by providing detailed, step-by-step support to ensure patients can successfully navigate and utilize the virtual care portfolio of services
• Respond to caller needs according to department protocols, resolving most inquiries without transfer or escalation.
• Transfer/escalate situations when appropriate, utilizing resources to resolve inquiries within the scope of the department.
• Follow up on messages to ensure they were received and handled to satisfactory completion or escalate to management when appropriate.
• Stay knowledgeable about support technology systems and interdepartment networking platforms.

Credentials and Experience:

• High School Diploma/GED required.
• At least 3 years of experience in healthcare or related field providing customer service, patient care support or healthcare administration.

**In lieu of 3 years of experience, an Associate's degree with 1 year of experience as described above may be considered.

Preferred:

• Successful completion of a Medical Assistant Program or applicable Military Training (will also accept Oncology Tech and Pharmacy Tech experience)
• Experience in healthcare and/or technology support.
• Experience in an outpatient clinic setting.
• Knowledge of Cerner Scheduling (Capstone)- appointment modification, scheduling and reading provider templates.