Lead Clinic Coordinator

Lead Clinic Coordinator:
In addition to the responsibilities of the Clinic Coordinator I and II, the Lead has additional duties outlined below:

Leadership:

• Role model and resource to the Clinic Coordinator team

• Motivates and drives effective performance of the team

• Possesses knowledge of multiple disease specific programs

• Working in coordination with the Practice Manager and Project managers, serves as leader/champion in the roll-out of initiatives and projects

• Establishes and develops strong working relationship with Nurse Director and Charge Nurses

• Participates in interviewing prospective candidates

• Contributes input on annual performance evaluation for Clinic Coordinators

• Ability to learn rapidly, multi-task, and adapt quickly to an ever-changing environment.

• Communicates team concerns, performance issues, and trends, to the Practice Manager

• Maintains strong lines of communication with the Practice Manager

• Understands and aligns with Practice Manager goals and Institute-wide goals and initiatives

Appointment Scheduling:

• Functions as a content expert in scheduling

• Maintains high level of expertise in Infusion scheduling working closely with Charge RNs and Nurse Director to maximize utilization of resources

• Responsible for scheduling mailbox management including monitoring and assignment to team members

• Monitors floor-based reports, scheduling reports and lab work queue

• Provides guidance, instruction, and direction to team members and notifies Practice Manager of performance issues

• First point of contact for questions and issues identified by disease based, back-office staff, i.e. Clinical Service Coordinators, New Patient Coordinators, Protocol Schedulers, etc.

• Troubleshoots scheduling errors and offers feedback to disease based, back-office staff

Emergency Response:

• Provides administrative support during Adult Medical Responses

• Actively participates in system downtime

Administrative:

• Assists in the development and maintenance of comprehensive training curriculum for Clinic Coordinators

• Creates and maintains administrative tip-sheets and tools, for floor-wide use

• Manages office supply par levels and orders supplies in accordance with budget guidelines

• Manages cleanliness of environment including: waiting room, check-in desks and check-out desks

• Maintains and organizes all administrative closets, drawers and cabinets

• Assists with new hire interviewing and onboarding

• Maintains list of VIP/Patient watch lists; serves as point of contact for operationalizing requests and communication of upcoming appointments to floor leadership

• Enters Infusion Nurses’ master schedule templates into Epic at the direction of Nursing

• First point of contact for patient wait time issues and coordinates service recovery as needed

Patient

Experience:

• Real time collaboration with Lead Clinical Assistant on clinic flow, communication and resolution of bottlenecks

• Model superior, respectful, verbal and non-verbal communication with internal and external customers and patients

• Works with CA lead to manage patient wait-time issues and communications, escalating to Practice Manager and Nursing Leadership when necessary

• Provides and reports out on service recovery

• Offers support to Clinic Coordinators in challenging customer service and Provider issues

Information Technology:

• Assists in managing downtime operations; provides downtime guidance to Clinic Coordinators and provides timely notification and updates to Practice Manger

• Troubleshoots issues with clinical devices/systems/software

• Assists in managing Real Time Locating System (RTLS) including: troubleshooting; serving as first point of contact for systems related issues; and assisting in communication with Providers and nursing on status

• Manages the inventory, maintenance, after-use cleaning, and technical troubleshooting issues of patient-use iPads

MINIMUM

JOB QUALIFICATIONS:

Clinic Coordinator I and II:
Bachelor’s degree preferred. Experience working in a customer service setting preferred. Proficiency in technology and complex computer systems required.

Clinic Coordinator II:
Bachelor’s degree preferred. At least 1-year experience as a…