Proton Therapy Intake Coordinator
Children's Hospital Philadelphia - Philadelphia, PA

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Requirements:
  • Minimum of 5 years of related healthcare access experience; customer service background in an outpatient healthcare setting preferred.
  • Associates degree required, Bachelors preferred.
  • Experience with current scheduling system required.
  • Previous experience in complex clinical settings that required the coordination of multiple services.
  • Medical terminology and comprehensive understanding of medical reports mandatory for work distribution.
  • High level of interpersonal skills with excellent customer service and responsiveness.
  • Must be able to effectively manage work across multiple departments.
  • Strong customer service skills.
  • Exceptionally detail oriented
All CHOP employees who work in a patient building or who provide patient care are required to receive an annual influenza vaccine unless they are granted a medical or religious exemption.

Job Description:
The Proton Therapy Intake Coordinator (PTIC) serves as the primary contact for patients, families and visitors to the pediatric proton therapy program. The PTIC manages the insurance authorization and the clinical itineraries for all patients, ensuring seamless care. Interviews potential patients to obtain appropriate demographic and financial information and obtains signed medical releases often working with outside labs, PCP’s, referring doctors and the individuals family. The PTIC handles incoming patient calls/emails/visits for detailed information about the Center, about proton therapy, and ultimately for setting up a consultation.

Patient Intake Services is critical to the success of the patient treatment plan, since the PTIC is charged with getting the patient in the door and communicating all records and the scheduling to others. This position works in collaboration with the clinical staff (Medical Oncology, Radiation Oncology, Anesthesia, Nursing, Social Work, etc.), International Access Coordinator, Out of Area Specialist, Business Offices, and Clinical Representatives to ensure all aspects of the patients/families visit represent the ideal patient experience.

1. Patient Scheduling Functions
  • In coordination with UPHS Radiation Oncology team, manages treatment schedules for CHOP radiation therapy patients.
  • Communicates patient schedule to appropriate parties within CHOP and UPHS.
  • Schedules patient consultations and communicates all details i.e. day, times, physician, tests required, directions and hotel recommendations, etc.
  • Confirms patient appointments for radiation therapy services; communicates changes to patient schedules
2. Financial Coordination
  • Assists with coordination of insurance requirements for radiation therapy patients to ensure maximum reimbursement.
  • Gathers and scans demographics, insurance contracts and eligibility and authorization.
  • Performs insurance verification and identification of covered and non-covered services
  • Ensures all insurance requirements are met for patient therapies i.e. pre-certifications.
  • Explains of benefits structures, necessary follow-up with families
  • Assists parents and families in advising on and problem solving a wide variety of health care financial issues.
  • Educates and informs re: referral issues, authorization questions, pre-visit billing questions including contract participation
3. Care Coordination
  • Acts as liaison between patient, the care team, and the respective institutions (CHOP/UPHS).
  • Obtains clinical documents, demographics, releases from patient, doctors and labs
  • Organize intake screenings for presentation in “Proton Therapy Conference”
  • Responds to prospective patient emails within 4 hours of receipt and provides a response that is informational and accurate and with a high level of customer service
  • Responds to prospective patient phone calls. Answering phones immediately and returning calls that are left from the weekend providing a response that is informational and accurate and with a high level of customer service.
  • Answering a wide variety of patient questions and explaining proton therapy treatments; side effects; proton therapy vs. other modalities; cost of treatment; success rate.
  • Mailing packets of information.
4. Front Desk Registration (as needed)
  • Responsible for greeting patients and families, while assuring an efficient check-in process, all according to pre-established practice guidelines.
  • Reconciliation of daily services to include collection of payment, etc.
5. Administrative Support
  • Answers telephones, route and screen callers; take messages and provide routine information to callers promptly and courteously.
  • Manages Correspondence, Patient Education Materials and Outpatient Forms.
  • Surveys the Clinic’s supplies and equipment and orders replacements as need.
6. Additional Duties as deemed necessary

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