All the benefits and perks you need for you and your family:

• Benefits from Day One
• Paid Days Off from Day One
• Student Loan Repayment Program
• Career Development
• Whole Person Wellbeing Resources
• Mental Health Resources and Support
• Pet Insurance*
• Debt-free Education* (Certifications and Degrees without out-of-pocket tuition expense)

Our promise to you:

Joining AdventHealth is about being part of something bigger. It’s about belonging to a community that believes in the wholeness of each person, and serves to uplift others in body, mind and spirit. AdventHealth is a place where you can thrive professionally, and grow spiritually, by Extending the Healing Ministry of Christ. Where you will be valued for who you are and the unique experiences you bring to our purpose-minded team. All while understanding that together we are even better.

Schedule: Full-Time

Shift: Days

Location:

The role you’ll contribute:

Under general direction, the Clinical Coordinator Assistant-Transplant assists the Clinical RN Coordinators in the pre and post phases of care working with laboratory, imaging, registration, referring physician offices and financial services personnel. The Assistant provides support to physicians and nurses by facilitating patient flow and assisting with various activities including facilitation/coordination of: 1) initial referral process, 2) patient evaluations for advanced therapy, potential organ recipients, living donors or VAD (Ventricular Assist Device) patients, 3) on-going care of the established patients, and 4) patient education process. The Assistant is responsible for initiating actions or tasks in the electronic record for the purpose of process adherence and volume metrics. The Assistant provides optimal service to patients, respects patient confidentiality, and works within the established parameters of the job at all times. Actively participates in outstanding customer service and accepts responsibility in maintaining relationships that are equally respectful to all.

The value you’ll bring to the team:

• Utilizes sensitivity and responsiveness with patients, families and visitors by listening and communicating effectively with courtesy, consideration and tact.
• Acts as the family’s liaison between the program/practice support and clinical staff which includes, but is not limited to the following:

• Triaging the calls and distributing to the appropriate program/practice staff
• Providing status updates and general information
• Providing appropriate customer service recovery when encountering upset patient and when necessary, escalating concerns to appropriate practice/program leadership

• Serves as the primary resource between the program and referring community which includes, but is not limited to, the following:
  • Triaging the calls and distributing to the appropriate program/practice staff
  • Providing general program information and guidance for the referral process
  • Providing status updates and providing general information
  • Providing appropriate customer service recovery when encountering upset patient and when necessary, escalating concerns to appropriate practice/program leadership
  • Mailing letters, medical records and any other relevant correspondence to the patient’s referring physician
• Performs general tasks related to initial referral processing which includes, but is not limited to, the following:

• Prompt and courteous customer service that includes a patient first attitude while serving our referring physicians and patients
• Timely review of new referral inputs (email, faxes, and telephone calls) from community physicians and the inpatient team for each respective program
• Responsible for decisive and protocol-driven triaging of new referrals (Routine, Stat, and Surgical) as defined by program leadership
• Verifying and accurately entering demographic and insurance information
• Assessing patient’s insurance against matrix to determine appropriateness of referral and, when necessary, steering the patient to in-network physician or transplant program
• Gathering medical records as defined by practice/program to ensure timely and accurate processing of the initial referral within 14 days as necessary
• Strengthening relationships with our community partners and referring physicians by delivering on our customer service promises
• Maintaining patient confidentiality following proper HIPAA and other protocols
• Screening all new applications-screen application submission to be sure all documents/records are included with submission. If information is incomplete, mails out response letter to request all information required for application review
• Obtaining and entering insurance information and forwarding to financial personnel; scanning and entering all pertinent records into database

• Facilitates and coordinates evaluations for advanced therapy, potential organ recipients, living donors or VAD patients which includes, but is not limited to, the following:

• Decisive and protocol-driven scheduling to ensure appointments are filled and correctly booked to create efficient patient flow and clinic schedules are optimized
• Scheduling evaluation-related testing for the patient which includes, but is not limited to: 1) laboratory, 2) radiology, 3) cardiopulmonary, 4) esophageal manometry, 5) endoscopy and other diagnostic tests
• Coordinating and scheduling evaluation-related consultations with the multi-disciplinary team to include: physician, surgeon, social worker, dietician, financial coordinator, Psychiatry, Research and Palliative Care
• Participating in appointment verification activities and subsequent rescheduling of appointments when necessary
• Troubleshooting and adjusting clinic schedule to physician schedule
• Transcribing clinical data, under the direction of the Transplant Coordinator, into transplant pertinent databases and records
• Mailing letters, physician orders, maps, and any other relevant correspondence to the patient in preparation for evaluation

• Performs general tasks related to the on-going care of the established patients which includes, but is not limited to, the following:

• Decisive and protocol-driven scheduling to ensure appointments are filled and correctly booked to create efficient patient flow and clinic schedules are optimized
• Coordinating procedure scheduling with referring physicians and subsequent gathering of related medical records
• Troubleshooting and adjusting clinic schedule to physician schedule
• Accurate submission of insurance information to the pre-certification team using OTTR (Organ Transplant Tracking Record) and/or Cerner
• Participating in appointment verification activities and subsequent rescheduling of appointments when necessary
• Following-up on missed and rescheduled appointments as necessary
• Transcribing clinical data, under the direction of the Transplant Coordinator, into transplant pertinent databases and records
• Following-up on required monthly diagnostic testing for wait listed patients (HLA and other testing)

• Supports the multi-disciplinary team with the patient education process which includes, but is not limited to, the following:

• Maintaining and ensuring adequate educational materials are available for patient education sessions
• Preparing transplant classroom, documents and education materials as required by the Transplant program as requested by the Clinical RN Coordinator(s)

• Initiates actions or tasks in the electronic record for the purpose of process adherence and volume metrics. This includes monitoring for omissions or unexpected alterations of the actions/ tasks and reporting to the RN coordinator for clarification and direction.
• Attends and participates in program meetings including, but not limited to, those discussing; referral status, core operations and QAPI (Quality Assurance and Performance Improvement). Communicates with the multi-disciplinary team in a professional and effective manner
• Provides cross-coverage of other administrative support roles including, but not limited to, the Transplant Administrative Specialist I, II, and III
• Performs additional miscellaneous duties and responsibilities as may be assigned from time to time by the manager or director