LEAD PATIENT ACCESS SCHEDULING COORDINATOR at H. Lee Moffitt Cancer Center – Tampa, Florida

Job Summary

Position Highlights:

The Lead Patient Access Scheduling Coordinator (Lead PASC) at Moffitt Cancer Center, is a highly experienced and knowledgeable member of the Patient Access Department. The Lead PASC will handle contacts, possess, and exemplify proficiency in all registration and scheduling duties, and perform additional duties to ensure the optimal functioning of the department throughout the day. With minimal supervision, the Lead PASC will be the first point of escalation and trouble- shooting for the scheduling roles within department. Under the direction of the Supervisor, the Lead PASC will monitor unit specific operations to include, but not limited to, team member lunch/breaks, patient and non-patient facing duties, ensuring timely completion of duties as required to meet business needs and minimize patient wait times. In addition, the Lead Patient Access Scheduling Coordinator acts as a subject matter expert and resource for staff and is responsible for knowing and fulfilling the job duties of a Patient Access Scheduling Coordinator, Patient Access Scheduling Coordinator II and Patient Access Scheduling Coordinator Sr to include scheduling, registration, actively managing phones queues, side duties and performing outbound calls.

Responsibilities:

• Under the direction of the Supervisor, the Lead PASC will monitor unit specific operations and flow to include, but not limited to: team member lunch/breaks, patient and non-patient facing duties, ensuring timely completion of request lists as required to meet business needs and minimize patient wait times, specialty scheduling and registration, operational duties in all aspects of Patient Access as assigned. Communicate with ordering, referring, or attending providers and the patient (and refer to scheduling guidelines) to correctly schedule appointments, surgeries, treatments, research orders, and/or procedures. Review documented instructions with patients to ensure they are properly prepared for scheduled
  procedures / tests / appointments.
• Responsible to ensure the completion of coordinating treatment, procedures, and other identified specialty appointments in conjunction with standard appointment requests.
• The Lead PASC plays a significant role in determining the perceptions patients have concerning quality of Moffitt health care services and of their individual treatment by Moffitt health care providers.
• In the performance of official duties, the Lead has regular access to electronic files containing sensitive information which must be protected under the provisions of the Health Insurance Portability and Accountability Act (HIPPA), other applicable laws, federal regulations, and Moffitt policies.
• The Lead PASC operates with a minimum degree of independence in that they may require assistance when attempting to problem-solve patient complaints and process problems on the front-line.
• Perform other duties as assigned.

The Ideal Candidate will have:

• Ability to meet, communicate, and interact with individuals from varying backgrounds and other health care team members in a courteous and helpful manner to complete job assignments.
• Ability to set up, organize, and maintain record systems.
• Customer Service, multi-tasking, computer and typing skills, use various types of office automation equipment and software, and interpersonal communication skills both verbally and written.
• Strong attention to detail while being able to multi-task and maintain patience and composure (with customer service etiquette) in stressful situations.
• Possess strong critical thinking abilities such as problem solving, root cause analysis, and provide timely solutions.
• Demonstrated leadership and breadth of knowledge related to Patient Access.
• Ability to act as a change agent and perform knowledge transfer to all Moffitt personnel.

Credentials and Qualifications:

• High School Diploma or GED
• 3 years’ experience in a call center environment, patient registration and/ or patient scheduling plus 1-year related customer service experience or a Minimum 1.5 years (18 months) of relevant patient access and/ or scheduling experience at Moffitt Cancer Center plus 1 years related customer service experience.