Job Abstract

The University of Texas MD Anderson Cancer Center in Houston is one of the world's most respected centers focused on cancer patient care, research, education and prevention. It was named the nation's No. 1 hospital for cancer care in U.S. News & World Report’s 2018 rankings. It is one of the nation's original three comprehensive cancer centers designated by the National Cancer Institute.

SUMMARY

The Patient Services Coordinator (PSC) with the Ambulatory Business Services department provides support to MD Anderson’s multiple outpatient clinics. Clinic hours of operation are between 6AM and 6PM, Monday through Friday. Candidates interested in the Patient Services Coordinator position with the Ambulatory Business Services department will be expected to work shifts within the operating hours of all the outpatient clinics.

Ideal candidate will have experience in patient care or healthcare administration scheduling appointments, expediting clinic flow and providing direct customer service to patients.

Shift: Monday – Friday hours vary (shift assigned based on business needs)

**If assigned to Ambulatory Treatment Center this area operates 7 days a week from 6am to 11pm**

**Depending on Center, some positions may require you to work fully on-site**

KEY FUNCTIONS

• Schedules and coordinates patient appointments including provider visits, diagnostic tests, procedures, and treatments based on provider orders.
• Communicates pertinent information regarding appointments, scheduling, and prepayment to families, physicians, team members, and other patient care areas.
• Arrives patients for appointments which may include collection of co-payments and validation of patient insurance and demographics.
• Prepares and maintains daily appointment templates and/or patient records in One Connect.
• Demonstrates proficiency working in all required One Connect applications (i.e. Cadence, Welcome Kiosk, MyChart, schedule orders work queues, and in-basket messaging pools).
• Responds to MyChart messages and phone calls in a timely manner.
• Follows standard operating procedures for institution and center.

Other duties as assigned.

Service Excellence

• Provides service to our stakeholders, including patients, caregivers, colleagues and each other, in a safe, courteous, accountable, efficient and innovative manner to include
• Safety: Provides an environment of well-being for patients, their families and other stakeholders
• Courtesy: Creates a positive, compassionate, individual experience through communication and teamwork by addressing the needs, wants, stereotypes and emotions of each person
• Accountability: Applies expertise and commits to the highest level of service and accepts responsibility for the result
• Efficiency: Delivers seamless operation of systems and processes in a timely manner
• Innovation: Advances knowledge and patient care in a solution-oriented environment that is conducive to learning and encourages acceptance of new research, techniques and technologies

Communication

• Patient/Family & Multidisciplinary Team Interaction
• Greets, orients and answers questions
• Advises patients and family members of available services
• Schedules provider appointments, diagnostic tests, procedures, and treatments
• Assists in maintaining a safe environment for patients, co-workers, and visitors by performing environmental rounds
• Takes patient photos and initiates patient arm bands for identification ensuring accuracy and patient safety

Coordination of Care

• Accurately schedules patient appointments from patient appointment desk or the schedule orders work queue; also uses patient communication received via in-basket messaging for coordination of appointments
• Manages the schedule orders work queue to ensure timely scheduling of appointments based on expected dates
• Communicates pertinent information regarding appointments, scheduling, and necessary preparations to patients, families, physicians, team members, and other patient care areas in person, by mail, by phone, by online applications, or by in-basket messaging
• Schedules and coordinates patient appointments for the benefit of the patient, considering factors such as patient demographics, other scheduled appointments, patient preference, etc.
• Schedules orders based on designated procedures defined by leadership; seeks clarification of orders, when needed.
• Ensures that scheduling actions needed, based on patient appointment reminder responses, are completed daily, as assigned.

Record Maintenance

• Prepares patient materials and documentation according to established procedure
• Uses all functions of One Connect to ensure efficient scheduling and record maintenance.
• Prepares and maintains daily appointment templates and/or patient records electronically and/or manually as directed
• Updates relevant patient information in order to maintain an accurate and thorough patient record
• Protects the security and confidentiality of patient information at all times

Financial Activities

• Reviews and collects patient payments, including co-payments, deductibles, and other pre-payments required for services rendered
• Updates payment information in One Connect when directed by the Financial Clearance Center or Patient Access Services
• Reconciles One Connect cash drawer on a daily basis and immediately reports discrepancies to leadership
• Follows cash handling guidelines and procedures including the handling of the daily change fund as outlined by Treasury Services in the cash manual
• Performs validation of the Medicare Secondary Payer Questionnaire (MSPQ) required for accurate and timely billing
• Ensures coordination of benefits and assignment of Hospital Account Record (HAR)