Team Support Coordinator Specialist

POSITION SUMMARY

The Team Support Coordinator (TSC) Specialist is responsible for the operational servicing of patients, including

collection of patient data, processing, and coordinating services with nursing, pharmacy, operations, and

reimbursement documentation.

JOB REQUIREMENTS

Licenses: N/A

Education: High school diploma or equivalent.

Some college course work desired.

Experience: Must have prior customer service experience in healthcare field.

Miscellaneous: Effective oral and written communication skills.

Ability to demonstrate efficiency with time management, including the ability to handle multiple tasks and prioritize effectively.

Ability to establish and maintain effective working relationships with both internal and external customers.

ESSENTIAL JOB KNOWLEDGE

• Able to provide coverage for all infusion customer services roles including but not limited to: Intake, Patient Support

Coordinator, Infusion Liaison, and Documentation Specialist.

• Manages patient referral list, including accepting new referrals, initiating onboarding process and communication with

appropriate team members.

• Monitors patient progress toward admission to service and communicates with referral sources and organization personnel

regarding issues which might affect planned date of admission.

• Answers incoming telephone calls with triage to appropriate person as indicated.
• Assists Pharmacist with lab follow ups and orders for oncology patients.
• Distributes new referral & on service patient paperwork to the appropriate team members.
• Gathers insurance information on new patient referrals and forwards it to Patient Reimbursement Coordinator.
• Performs pre-delivery telephone calls to patients, nursing staff, or other agencies to monitor patient supply inventories and

determine specific patient supply needs.

• Processes EMR entry for initial patient and ongoing supply needs and DME and generates packing slip.
• Schedules and retrieves DME from off service patients in a timely manner.
• Monitors and records timely receipt of detailed written orders (DWOs) for home infusion therapy, patient consents, ABNs, and

missing proof of delivery documentation for claims submission

• Maintains a follow-up system for outstanding documentation such as reports and Work In Progress (WIP) states and follows

up with any delinquent documentation. Contact physician offices and patients as needed to get documents signed.

• Takes on special projects (productivity metric tracking, audits, asset retrieve, etc.) as assigned by supervisor, when

applicable.

• Participates in work group or performance improvement projects, if applicable.
• Successfully completes initial and ongoing organizational and department education, training, and competency requirements.
• Infection Control: Understands, demonstrates, and follows organizational infection control guidelines (CDIC).
• Quality: Focuses on improving processes and champions efficiency in daily work activities.
• Safety: Promotes a culture of safety by taking accountability for individual actions, including but not limited to, promptly

reporting errors or near misses via the organization’s occurrence reporting system and participating in developing improved

safety processes, as appropriate. (ADM015, ADM016, OPS044, Mission Statement).

• Performs other duties as assigned.