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TitleCoordinator, Patient ServicesPosition Number[PDNumber]DepartmentCOVID Testing SitesDivisionVP, Ambulatory Ops & AccessReports ToManager, Business ServicesMISSION STATEMENTThe 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.SUMMARYSchedules patient visits, physician appointments, diagnostic tests, procedures and treatments. Communicates pertinent information regarding appointments, scheduling, prepayment and financial counseling to patients, families, physicians, team members and other patient care areas. Interprets and coordinates physician orders. Prepares and maintains appointment templates and/or patient records.CORE VALUESCaring BehaviorsCourtesy: Is respectful and courteous to each other at all times.
Friendliness/Teamwork: Promotes and rewards teamwork and inclusiveness; is sensitive to the concerns of our patients and our co-workers.
Integrity BehaviorsReliability: Communicates frequently, honestly and openly.
Accountability: Holds self and others accountable for practicing our values.
Safety: Models safe behavior (wears badge and personal protective equipment, washes hands, and keeps work area clean and orderly); Notices a safety concern or emergency, understands role and uses proper procedures to report it; Mitigates risk to the institution through sound business practices; Demonstrates ethical and personal responsibility in work and behavior
Discovery BehaviorsResponsiveness: By his/her actions, creates an environment of trust; Encourages learning, creativity and new ideas.
Personal Leadership/Self-Initiative: Helps others to identify and solve problems; Seeks personal growth and enables others to do so.
JOB SPECIFIC COMPETENCIESCommunication with patients/family and multidisciplinary teamsPatient/Family Interaction:a. Greets, orients and answers questions.b. Advises patients and family members of available services.c. Schedule patient visits, physician appointments, diagnostic tests, procedures, and treatments.d. Assist in maintaining a safe environment for patients, co-workers, and visitors.Multidisciplinary Teamse. Transcribe and coordinate physician ordersf. Communicates pertinent information regarding appointments, scheduling, and necessary preparations to patients, families, physicians, team members and other patient care areas whether in person, by mail, by phone, by online applications or secure messaging.Record Maintenance Prepares and maintains appointment templates and/or patient records electronically and/or manually as directed.Updates relevant patient information in order to maintain an accurate patient record.Responsible for the security and confidentiality of patient information at all times.Handles and processes a complex and varied series of documents and situations.Financial Activities in accordance with established departmental processesReviews and reconciles patient charge documents.Enters technical charges as needed.May collect and reconcile cash payments as needed.Other DutiesTesting site locations are responsible for scheduling and administering COVID tests for employees and patients. The Patient Services Coordinator position is subject to operating hours that may include scheduled hours outside of normal business hours to include weekend shifts. In addition, the site assignment may vary based on site specific business needs.Other duties as assignedCOMPETENCIES[Competencies]Service OrientationProvide service to our stakeholders, including patients, caregivers, colleagues and each other, in a safe, courteous, accountable, efficient and innovative manner to include:Promoting inclusiveness and collegiality that demonstrates respect and professionalism to our stakeholders at all times
Modeling safe, ethical behavior that mitigates risk to the institution through sound business practices, and adherence to MD Anderson's Standards of Conduct, institutional policies and procedures
Responding to requests in a timely manner while proactively communicating expectations for procedures, service arrival, or project deliverables to stakeholders
Using the steps to HEAL (Hear, Empathize, Address and Learn) the relationship when service recovery is needed
Customer FocusBuilds and maintains customer satisfaction with the products and services offered by the organization through skills demonstrated in communication, personalization of interaction, regulation of emotions, and proactive problem solving.Performance Statement ExamplesPresents a cheerful, positive manner with customers either on the phone or in person. Shows interest in, actively listens to and responds in a clear and timely manner to customer's expressed needs.
Focuses on the customer's results, rather than own. Goes beyond basic service expectations to help customers implement complete solutions through personalized service that anticipates the customer's unspoken needs.
Delivers services when and where the customer needs them. Explores options when unable to deliver a requested product or service, and pursues solutions until the customer is satisfied by addressing the root cause of the issue. Problem solves with patient, family member, care giver or clinical team to aid in proactively resolving issues and concerns.
Provides to customer's status reports and progress updates. Seeks customer feedback and ensures needs have been fully met.
Talks to customers (internal and external) with a pleasant tone to find out what they need and how satisfied they are with the service. Remains in control of own reactions and responds in a manner that demonstrates appropriate nonverbal cues and complements the customer's emotions in the situation. Recognizes when its is necessary to escalate situations to leadership to ensure customer satisfaction.
REQUIREMENTSEducation: High school diploma or equivalent.Preferred Education: Bachelor's Level DegreeCertification: NonePreferred Certification: NoneExperience: Three years of relevant work experience. May substitute additional education for required experience on a one to one basis.Preferred Experience: NoneOnsite Presence: Is RequiredWORKING CONDITIONSFrequencyDeadlinesSedentary EnvironmentPatient ContactFrequent 34-66%Frequent 34-66%PHYSICAL DEMANDSFrequencyWeightCarryingKeyboardingWrist MotionWalkingStandingSittingNeck MovementsLiftingOccasionally 11-33%Constant 67-100%Frequent 34-66%Frequent 34-66%Occasionally 11-33%Constant 67-100%Constant 67-100%Occasionally 11-33%5-10 lbs5-10 lbsCOGNITIVE DEMANDSAnalytical AbilityAppropriate BehaviorAttention to detailComprehendingCritical ThinkingFollowing InstructionsGiving and Receiving Constructive FeedbackInterpersonal SkillsMathematical Skills/ReasoningMemorizing/RememberingMultitaskingOral CommunicationOrganizingReading Skills/ComprehensionWritten CommunicationACKNOWLEDGEMENTSManager[ManagerAckDate]Employee[EmployeeName][EmployeeAckDate]High school diploma or equivalent. Three years of relevant work experience. May substitute additional education for required experience on a one to one basis. Must pass pre-employment skills test as required and administered by Human Resources. It is the policy of The University of Texas MD Anderson Cancer Center to provide equal employment opportunity without regard to race, color, religion, age, national origin, sex, gender, sexual orientation, gender identity/expression, disability, protected veteran status, genetic information, or any other basis protected by institutional policy or by federal, state or local laws unless such distinction is required by law. http://www.mdanderson.org/about-us/legal-and-policy/legal-statements/eeo-affirmative-action.htmlAdditional InformationRequisition ID: 145194
Employment Status: Full-Time
Employee Status: Regular
FLSA: non-exempt, eligible for overtime, and is subject to the provisions of the Fair Labor Standards Act (FLSA)
Work Week: Day/Evening, Days, Evening/Night, Evenings, Nights, Rotating, Varied, Weekends
Fund Type: Hard
Remote Work: Hybrid Onsite/Remote
Pivotal Position: No
Minimum Salary: US Dollar (USD) 31,200
Midpoint Salary: US Dollar (USD) 39,000
Maximum Salary : US Dollar (USD) 46,800
Science Jobs: No
