To be part of our organization, every employee should understand and share in the YNHHS Vision, support our Mission, and live our Values. These values - integrity, patient-centered, respect, accountability, and compassion - must guide what we do, as individuals and professionals, every day.
The consultation intake coordinator facilitates the process of scheduling and coordinating patient appointments and procedures within the radiation oncology practice as well as coordination of non-radiation therapy procedures and appointments with other YNHHS departments and outside facilities under the direction of the regional operations manager and radiation oncology providers.
As a core member of the care delivery team, the consultation intake coordinator practices as a patient advocate and collaborates with the team to facilitate the coordination of patient care at the unit level. The consultation intake coordinator is accountable to the patient, family, peers, and department management. Patient and family centered care (PFCC) at YNHH is demonstrated by working with patients and their families based on the 4 principles of PFCC: participation, dignity and respect, information sharing, and collaboration. This includes providing service excellence by creating a great "First Impression" by demonstrating exemplary customer service skills for all customer groups including the patients, families/friends, physicians, staff and support department personnel of YNHHS. The consultation intake coordinator adheres to the "I Am YNHH" service excellence pledge, the YNHHS Standards of Professional Behavior, and promotes a positive work environment.
- 1. Acts as the first line interface between patients, referring physicians and other YNHHS departments.
- 2. Takes general inquiry phone calls regarding radiation oncology services. Is knowledgeable about disease processes treated in radiation oncology.
- 3. Responsible for coordinating additional referrals to other providers as directed by radiation oncology physicians.
- 4. Maintains physicians? clinic and meeting schedules and communicates via email to the radiation oncology team regarding upcoming changes and needs.
- 5. Is available immediately via phone, or email, and is responsible for the intake, coordination, and scheduling of all consultation, follow up, and procedure appointments in conjunction with the physician/physician assistant and triages all consults to determine when the patient should be seen.
- 6. Responsible for the communication of specific patient needs to the radiation oncology team: physicians, nurses, therapists, social work. (i.e. transportation needs, interpreter services, patient assist devices needed, etc.)
- 7. Assists the radiation oncology team in communicating patient appointments to outside facilities.
- 8. Transfer patient to patient registration when insurance information needs to be changed.
- 9. Answers the telephone in a pleasant and courteous manner within 3 rings, identifying the department and oneself, demonstrating sensitivity to the varying needs and communication styles of culturally diverse patients, family and staff.
- 10. Screens and directs telephone calls to the appropriate individual demonstrating the ability to determine the priority/immediacy of the communication.
- 11. Locates staff members for calls, transfers calls along with name of caller and all other relevant information.
- 12. Responds to patient calls (routine and emergency) and follows up by locating appropriate staff members to assist the patient, providing the patient with needed information and/or delivering requested items when appropriate.
- 13. Provides information to families/friends about the department, the hospital and local area services. Sends out reminders and directions to patients, including patient department video link. Communicates general logistics about radiation oncology appointments (i.e. parking, validation of parking, etc.)
- 14. Recommends and promotes ideas and/or suggestions that will enhance the hospital's commitment to providing exceptional customer service.
- 15. Takes messages, ensuring that name, telephone number, time and other pertinent information are captured with 100% accuracy. For calls of a less immediate nature, forwards messages to appropriate individuals within 1 hour of receipt of call.
- 16. Enters and retrieves information from multiple computer systems as requested by departmental staff and physicians.
- 17. Maintains a quiet and clutter free work area.
- 18. Collaborates with the nursing/therapy staff to secure interpreter services and equipment when necessary.
- 19. Assists with compiling statistics and preparation of departmental reports.
- 20. Provides secretarial assistance to physicians to ensure efficient organization and compilation of pertinent materials.
- 21. Completes expense reports for the radiation oncology attending physicians.
- 22. Maintains proper inventory level of supplies and ensures ordering of replacement items as necessary and upon request of physician/management staff.
- 23. Sorts and reviews incoming correspondence and proactively responds or prepares response as directed by physician and/or management.
- 24. Makes travel arrangements and submits registration for seminars, conferences or appropriate functions for the physicians.
- 25. Maintains organized filing system, mailing lists and task due dates.
- 26. Utilizes various computer systems for patient scheduling, ordering/tracking supplies, expense reports, etc.
- 27. Contacts all New Patients to confirm appointment, information on what to bring (insurance cards, medications, etc.) as well as what to expect at their visit. Answering all non-medical questions.
- 28. Routinely completes consultation requests and supplies all data regarding demographic information into Mosaiq and Epic for proper patient scheduling 100% of the time.
- 29. Calls referring physician office and requests all information including pathology report, slides, notes, x-rays, etc.
- 30. Routinely assists and covers clinic reception area.
- 31. Makes sure EPIC referral is in the EPIC work queue for all consultation requests.
- 32. Open mail and distribute to appropriate persons.
- 33. Schedule patient diagnostic and interventional radiology procedures as directed.
- 34. Demonstrates exemplary customer service skills for all groups including patients, families/friends, physicians, staff and support personnel both inside and outside of the radiation oncology department.
- 35. Maintains Yale-New Haven Hospital and department standards through demonstration of concern for the individual.
- 36. Adheres to the YNHHS Standards of Professional Behavior.
- 37. Routinely completes all Mandatory Training and Hospital Requirement on time.
- 38. Consistently demonstrates a concern for cleanliness of self and work environment.
- 39. Participates in Striving for Excellence at the work unit level.
- 40. Actively contributes to all unit activities that support a positive work environment.
- 41. Attends and actively participates in staff meetings. Accepts responsibility for reading staff meeting minutes.
- 42. Performs standard and miscellaneous duties to ensure excellent customer service and patient satisfaction in the department.
- 43. Performs all other related duties to ensure smooth operation of the department.
High school diploma or GED required. Some business course work or medical secretary courses at the college level or technical level preferred.
3-5 years of working in a healthcare office environment preferred. Oncology healthcare experience is preferred.
Competent in all MS Office programs. Knowledge of medical terminology and EPIC.