Northern Light Mercy Hospital

Department: Cancer Care

Position is located: Mercy Medical Office Building

Work Type: Full Time

Hours Per Week: 30 Hours per week

Work Schedule:

Summary:

This position serves as the single point of contact for receiving and processing incoming referrals from patients, families, and referral sources for all newly diagnosed oncology, benign hematology and infusion therapy patients seeking to come to the NLH Mercy Cancer Care and Infusion Program. This position is responsible for the review of incoming referrals via fax, phone, and electronic medical record for nature of referral appropriateness, level of urgency, and completeness to determine appropriate scheduling paradigm. This position serves as a liaison between the Cancer Program and referring Providers, in the coordination of timely access to services.

Cultivates a working knowledge of appropriate referral sources. Develop, support, and maintain existing relationships with a wide range of community resources, referral sources and other professional organizations. Interaction ranges from initial phone call until first appointment, and receipt of clinical, demographic, and business office information required.

The Intake Coordinator assists patients and referring practices in retrieving all materials necessary for the initial appointment, including outside imaging films, pathology slides, specimens, operative reports, medical records, etc. and ensuring that all materials have been reviewed and received prior to the initial patient appointment. This position will work closely with the clinical team, nurse navigators, and front office staff.

Responsibilities:

• Serves as the single point of contact for new consults and infusion referrals to the NLH Mercy Cancer Care and Infusion Program.
• Coordinates appointments for new patients with providers and infusion suite; collecting registration information for new patients to be entered into the EMR.
• Answers incoming referral calls/inquiries from physicians and families, and central scheduling.
• Educates referrer/family about next steps and what is required for initial visit.
• Obtains insurance information, self-pay status, and coordinates with Oncology Financial Advocate, Hospital Financial counselors as applicable and Front Office Patient Service representatives to verify benefits and to obtain required prior authorization(s).
• Identify potential barriers to care and collaborates with internal and external resources to mitigate / address prior to initial appointment.
• Provide and review information within the new patient packets including appointment and procedures that apply to patient care, driving instructions, parking, etc. (sensitive to language barriers and need for interpreter at time of visit).
• Obtains all clinical information required for initial visit, including medication and allergies, provider notes, pathology reports, operative reports, imaging studies laboratory results, etc.
• Communicate and coordinate with the multidisciplinary team as necessary: discuss urgent cases and new referral with providers as appropriate. Prioritization and assignment of new patient referrals/appointments.
• Keeps family and referring physician informed of new case disposition (waiting for imaging studies, new appointment scheduled, treatment start date, etc.)
• Communicates to referrer outcome of initial visit; assists in development of systems and processes which automate referrer communications.

Other Information :

• Prior Medical Office preferred; medical administrative experience preferred.
• MA Certification from the AAMA, NCCT, NHA, or RMA required, or the ability to obtain certification within 60 days of hire. Healthcare provider level CPR/BLS certification, or the ability to obtain certification within 30 days of hire.

Competencies and Skills

• Achieves Results: Sets high standards for their own outcomes and seizes opportunities to engage others towards objectives. Consistently moves forward with direct actions in order to attain or exceed objectives. Manages their own time effectively to accomplish assigned tasks. Successfully prioritizes multiple projects and duties as needed.
• Behaves with Integrity and Builds Trust: Acts consistently in line with the core values, commitments and rules of conduct. Leads by example and tells the truth. Does what they say they will, when and how they say they will, or communicates an alternate plan.
• Electronic medical record software.
• Cultivates Respect: Treats others fairly, embraces and values differences, and contributes to a culture of diversity, inclusion, empowerment and cooperation.
• Demonstrates Adaptability: Learns quickly when facing a new problem or unfamiliar task; is flexible in their approach with changing priorities and ambiguity. Manages change effectively and does not give up during adversity. Capable of changing one's behavioral style and/or views in order to attain a goal. Absorbs new information readily and puts it into practice effectively.
• Demonstrates Emotional Intelligence: Exhibits a high level of self-awareness, self-management, other awareness and relationship management. Conducts themselves in an empathic, appropriate way, with a sense of humor and stimulates a collaborative work environment. Is respectful of the attitudes, feelings, or circumstances of others and aware of the influence of their own behavior on them. Is aware of relevant social, political, system, and professional trends and developments and uses this information for the organization's benefit.
• Effectively Communicates: Listens, speaks and writes appropriately, using clear language. Communication methods are fitting to the message(s), audience, and situation and follow-ups are regular and timely. Shows that important (non-) verbal information is absorbed and understood and asks further questions to clarify when necessary. Expresses ideas and views clearly to others and has ability to adjust use of language to the audiences' level.
• Exercises Sound Judgment & Decision Making: Understands and processes complex information, which allows for appropriate and accountable conclusions. Does not react too quickly or slowly. Balances facts, goals, and potential approaches taking the appropriate criteria into account. Makes active decisions and commits oneself by communicating confidently and respectfully.
• Fosters Accountability: Creates and participates in a work environment where people hold themselves and others accountable for processes, results and behaviors. Takes appropriate ownership not only of successes but also mistakes and works to correct them in a timely manner. Demonstrates understanding that we all work as a team and the quality and timeliness of work impacts everyone involved.
• Fosters Innovation: Employs and encourages the use of meaningful creativity in solving challenges. Proactively identifies opportunities and uses new approaches to enhance processes, systems and services. When appropriate, suggests or initiates new strategies, products, services, and markets.
• Influences and Inspires: Builds enthusiasm and commitment among others to move in a desired direction and models it personally. Creates a compelling vision of success that motivates workplace initiative and energizes others to follow. Provides direction and guidance to encourage cooperation between team members in order to attain an objective. Has the ability to appropriately influence others' actions and decisions with and without express authority.
• Spreadsheet application with the ability to use calculations, formulas, graphing tools, pivot tables, and a macro programming.
• Word processing, spreadsheets, data entry, database experience and other computer related skills.
• Email application with the ability to manage email as well as calendars, managing tasks and contacts, note taking, journaling, and web browsing.
• Presentation software with the ability to create presentations with the ability to incorporate animation, audio, video, time delays, as well as designing themes and variants with animations and effects.
• MS Teams
• Word process application with the ability to create and edit documents, format, use tables, apply footnoting, create table of contents and mail merge techniques.
• Multi-line Phone
• Practices Compassion: Exhibits genuine care for people and is available and ready to help; displays a deep awareness of and strong willingness to relieve the suffering of others.
• Provides Patient-Centered Care: Demonstrates understanding of patient care quality and service as organizational priority. Proactively supports change to improve patient experience and results. Exhibits the ability and willingness to find out what the patient wants and needs and to act accordingly, taking the organizational and outside resources into account. Cooperates, collaborates, communicates, and integrates care within and between teams to ensure that care is continuous and reliable.
• Resolves Conflict: Promptly acts to find alternatives/solutions when team members disagree. Addresses issues in a direct, honest, and appropriate manner. Handles conflicting interests diplomatically and helps to solve them. Transforms difficult situations into teachable moments using respect and accountability.
• Serves Others: Strives to understand, meet and exceed the expectations and requirements of internal and external customers which may include the people and communities in our service areas. Develops and maintains relationships, alliances and coalitions within and outside the organization and leverages them in order to obtain information, support, and promote cooperation and collaboration.
• Utilizes Resources Effectively: Understands how to get the most out of available resources and uses cost-benefit thinking in decision-making and in setting priorities. Monitors and analyzes resource usage to identify and eliminate areas of waste and maximize resources. As a leader, defines targets and provides appropriate means; oversees progress and makes adjustments when necessary. Appropriately delegates work, sets clear direction and manages workflow and time.