Lead Services Coordinator - Ambulatory Business Services

The mission of The University of Texas M. D. Anderson Cancer Center is to eliminate cancer in Texas, the nation, and the world through outstanding programs that integrate patient care, research and prevention, and through education for undergraduate and graduate students, trainees, professionals, employees and the public.

SUMMARY

The primary purpose of the Lead Service Coordinator is to monitor, train, schedule, evaluate and coach the Patient Service Coordinator. Coordinate all task associated with the support of patient care in the Ambulatory Treatment Center. Performs operational and clinical task including but not limited to the coordination of patient appointment scheduling, scheduling of diagnostic tests and expediting clinic flow.  The position requires knowledge of and execution of selected tasks related to patient care. Operations and clinical support are the major function of this position. The position requires flexibility and the ability to function in multiple patient support capabilities as delegated by center management team

JOB SPECIFIC COMPETENCIES

Appointment Scheduling  

·         Receives and reads orders, mentors new employees in the process and serves as a resource to other coordinators for order questions.

·         Review the patient schedule to ensure appointments scheduled accurately and appropriately.

·         Manage, monitor and facilitate completion of the patient scheduling process to ensure optimal efficiency in clinic operations and resources while maintaining the institution’s standards of customer service and quality patient care.

·         Derive appointment duration times appropriately with collaborative involvement of the management

Operation Support 

·         Supervise and evaluate the performance of the ATC PSCs

·         Schedule and manage adequate PSC staffing

·         Actively participates in the PSC panel interviews to provide input regarding new hires.

·         Maintains cleanliness and organization of personal workspace. 

·         Supervises the maintenance of standard equipment at workspace and nurse station, i.e. stapler, rubber bands, paper clips, etc.

·         Maintains JCAHO required manuals and unit manuals as directed.

·         Receives and manages multiple telephone calls from internal/external customers, directs calls appropriately in an expedient, courteous and friendly manner and supervises and supervises/trains others to do so. 

·         Retrieves data from multiple computer based information systems as requested by ATC Management or MD.

Supervising/Training  

·         Monitor, train, schedule, evaluate and coach Patient Services Coordinators.

·         Develop an orientation plan for new Patient Service Coordinators.

·         Participates, designs, and implements PSC performance metrics and monitors standards.

·         Trains PSC’s in regards to ATC procedures, systems, scheduling policy and procedures, and new skills

Interpersonal /Teamwork  

·         Responsible for the security and confidentiality of patient information at all times.

·         Demonstrates a willingness to assist patients and co-workers when asked or when the need arises.   Anticipates and responds to the needs of others.

·         Demonstrates flexibility in responding to patient/unit needs.

·         Demonstrates respect toward patients and co-workers.

·         Willingly floats to other unit-shifts when necessary to provide for patient care needs.

·         Shows flexibility and reliability in following the direction of  management.

·         Supports the mission of the institution

Safety  

·         Recognizes unsafe conditions and takes action or reports conditions to supervisor immediately.

·         Adheres to universal precautions and principles of asepsis.

·         Demonstrates awareness of and concern for patient safety.

·         Reports repair needs and appropriate department and/or manager.
 

Other duties as assigned