Patient Relations Program Coordinator

Patient Relations Program Coordinator

Hampton University Proton Cancer Institute (Hampton Proton) is seeking a dynamic Patient Relations Program Coordinator to implement community awareness, in-reach and outreach programs through patient relations, surveys and quality improvement for patient care and support.

The Patient Relations Liaison reports to the Marketing Director while working alongside other professionals and support staff. This role will be partnered with the physicians, nurses and other staff involved in patients’ care to ensure patients receive high-quality care and positive experience. This position serves as a liaison with patients, who assists understanding their needs and helps to facilitate those needs.

Our Patient Relations Program Coordinator, in collaboration with marketing, will assist with planning, developing, and implementing a range of outreach initiatives to enhance the patient experience and promote a positive brand for image for Hampton Proton.

• Maintain regular communication with patient providers, clinical team, and radiation team about patient scheduling concerns and treatment processes.
• Ensure all patients understand the patient intake process by meeting with every patient during their treatment process to follow-up on patient satisfaction, or the continuity of care or to answer any questions.
• Solicit feedback from patients regarding their experience via patient satisfaction surveys.
  • Perform exit interviews of each patient.
  • Review and report satisfaction survey results and maintain patient satisfaction database
  • Address patient complaints and compliments of facility.
• Provide patient support, process navigation, and identify resources for clients to overcome barriers to care, such as transportation, housing, etc.
• Assist patients in completing applications for need-based assistance & solicit community organizations support to facilitate patient care (i.e. WINKS, WiTT, Patient Advocate Foundation etc.)
• Address any relevant insurance concerns or issues by connecting patients with appropriate resources and team members.

• Document all patient liaison communication with patient in electronic health record.
• Provide verifications to employers, insurance, etc. on behalf of former and current patients and their families.

• Facilitate graduation celebrations – planning, coordination, and executing.
• Plan and facilitate regular patient support groups, fellowship events, and employee internal events (i.e.: potlucks, Holiday functions).
• Recruit new ambassadors to primary list, host ambassador meetings, and design programs to further engage with ambassadors to keep lines of communication open and active (i.e. Newsletter (quarterly))
• Maintain an “open door” policy for easy patient interactions.
• Assist notifying patients during service interruptions.
• Ensure coffee, water and snacks are available for patients in waiting areas or designated areas.
• Prepare patient information packets for Clinical Support Services department mailing.
• Mail correspondence messaging such as newsletters, cards, HUPTISmiles literature.
• Manage promotional inventory (i.e.: t-shirt, water bottles, etc.).
• Serve as a liaison with cancer support communities’ program staff, as well as program counterparts across the country.
• Responsible for identifying and scheduling initial meetings for marketing outreach efforts. (i.e.: doctors’ groups, churches, organizations and or other community partners).
• Ensure all marketing materials needed for external events and meetings are gathered for Marketing presentations.
• Responsible for follow-up from meetings and events (i.e.: sending literature, setting up follow up meetings/presentations. etc.).
• Identify patients that would be open to providing testimonials or being…