Patient Experience Specialist- Onsite at MedStar Georgetown University Hospital, Washington, D.C. (Finance)

Job Description

POSITION SUMMARY:

This position, local to or located at an NMDP apheresis center (AC) or marrow collection center (CC), coordinates all aspects of managing and preparing a donor's collection and donation day experience. Key responsibilities include managing NMDP donor collection needs throughout the workup and collection process, to include scheduling, reviewing medical clearance documentation, and ensuring the success of all collection day activities. Working closely with donor centers (DC) and AC/CC staff, this non-clinician position ensures an optimal donor experience.

ACCOUNTABILITIES:

Scheduling Operations:

• Coordinate clinical scheduling (i.e. collections, physical exams) between NMDP central scheduling and the AC/CC which includes intake of initial donor collection scheduling requests, postponements, reschedule and cancelation requests
• Work closely with central scheduling and AC/CC staff to track and report capacity changes, ensuring center calendars are consistently updated for accurate availability, and advises of any adjustments to be made
• Anticipate and navigate complex situations such as urgent requests and transfer requests for contingency situations such as inclement weather or emergent need for a central line collection, using knowledge of center capabilities and unique donor needs to quickly identify ideal options for donors.

Pre-Collection Activities:

• Serve as the initial point of contact for donor medical clearances, ensuring all documents are accurate and complete before forwarding them to the medical director, proactively managing the process to meet critical timelines
• Act as the liaison between NMDP operations and the AC/CC team for non-clinical donor and collection questions.
• Collect relevant medical documentation through review of questionnaires, exams, and labs to prepare donor charts in anticipation of potential MD requests that require expedited clearance
• Obtain appropriate donor and collection documents to ensure the day of collection goes smoothly and efficiently.
• Contact donors prior to their day of collection for introductions and prepare the donor for what to expect based on specific center and any unique circumstances regarding the donor.

Day of Collection Activities:

• Identify and support donor and/or companion needs, acknowledging their feelings and making their day enjoyable and memorable.
• Using knowledge of the collection process, the center's offerings, and the donor's unique needs, d eliver excellent customer service throughout the collection day by greeting donors and companions, getting them settled in comfortably, ordering meals, and answering any questions the donor or their companion may have.
• Provide ongoing support to AC/CC staff throughout the donation process, allowing them to focus on the donor's collection and safety.
• Proactively, or at the request of AC/CC staff, handle various center-specific tasks, including collaborating on urgent donor transfers or adverse events, compiling and completing necessary documentation, and communicating relevant updates.

Post Collection Activities:

• Compile medical and laboratory documentation and accurately submit required data into appropriate NMDP systems within designated timelines.
• Work closely with AC/CC staff to ensure continuity of care and contacting donor post donation as needed.
• Promptly resolve or escalate billing issues to ensure donors do not receive bills and accurately manage and code business credit card expenses.
• Codes expenses for donor meals and center expense processing.

Customer Service & Communication:

• Maintain strong working relationships and deliver a high level of customer service to donors, DC & AC/CC teams to foster a cooperative and supportive network.
• Address and resolve donor & collection concerns promptly and professionally, ensuring clear and concise communication, demonstrating a sense of urgency and responsiveness in all interactions.
• Ensure compliance with data privacy and confidentiality principles for handling donor and patient information.

Operations Execution:

• In collaboration with NMDP subject-matter experts and department leadership, execute defined operational processes and workflows to support organizational objectives and cross-functional initiatives.
• Ensure adherence to established protocols and procedures with clear documentation while maintaining a focus on accuracy, experience and timeliness.
• Work closely with NMDP leadership and AC/CC leadership to resolve operational challenges, identify opportunities, and make recommendations for improvement
• Participate in shared team responsibilities and staff back-up, ensuring optimal coverage of donor and collection activity.
• Flexibility to work occasionally outside of core business hours such as evenings, weekends and holidays.
• Perform other duties as assigned.

REQUIRED QUALIFICATIONS:

Knowledge of:

• Medical terminology and general clinical understanding of cellular therapy.
• Data privacy and confidentiality principles for handling donor and patient information.
• Robust understanding of effective customer service principles.
• Multiple software applications, including Microsoft Office.
• Professional oral and written communication skills.

Ability to:

• Communicate effectively both orally and in writing.
• Demonstrate strong attention to detail, accuracy, and organizational skills.
• Multitask and manage multiple donors in a fast-paced environment.
• Work under urgent circumstances with high-demand partners.
• Utilize multiple resources to make informed decisions.
• Quickly identify and implement solutions to address donor experience and day of collection challenges.
• Build strong relationships with internal and external stakeholders.
• Collaborate cross-functionally with multiple teams.
• Adeptly navigate multiple software applications, including Microsoft Office (Outlook, Excel, OneNote), Salesforce, Looker, Webex, and SharePoint.

Education and/or Experience:

• Bachelor's degree in healthcare administration, business or a related field; equivalent experience may be considered.
• Two or more years of experience in healthcare coordination, patient care coordination, medical office manager, or related experience.
• Progressive customer service and/or patient care experience in a healthcare setting.
• Demonstrated growth in a previous service and relationship driven role.
• Exposure to medical terminology, case-note documentation, and medical histories.

PREFERRED QUALIFICATIONS: (Additional qualifications that may make a person even more effective in the role, but are not required for consideration)

• Experience working in a regulated environment to include a demonstrated knowledge of Good Tissue Practices (GTP).
• At least two years of experience working in NMDP operations.
• Bilingual skills are desirable.

Responsibilities

POSITION SUMMARY:

This position, local to or located at an NMDP apheresis center (AC) or marrow collection center (CC), coordinates all aspects of managing and preparing a donor's collection and donation day experience. Key responsibilities include managing NMDP donor collection needs throughout the workup and collection process, to include scheduling, reviewing medical clearance documentation, and ensuring the success of all collection day activities. Working closely with donor centers (DC) and AC/CC staff, this non-clinician position ensures an optimal donor experience.

ACCOUNTABILITIES:

Scheduling Operations:

• Coordinate clinical scheduling (i.e. collections, physical exams) between NMDP central scheduling and the AC/CC which includes intake of initial donor collection scheduling requests, postponements, reschedule and cancelation requests
• Work closely with central scheduling and AC/CC staff to track and report capacity changes, ensuring center calendars are consistently updated for accurate availability, and advises of any adjustments to be made
• Anticipate and navigate complex situations such as urgent requests and transfer requests for contingency situations such as inclement weather or emergent need for a central line collection, using knowledge of center capabilities and unique donor needs to quickly identify ideal options for donors.

Pre-Collection Activities:

• Serve as the initial point of contact for donor medical clearances, ensuring all documents are accurate and complete before forwarding them to the medical director, proactively managing the process to meet critical timelines
• Act as the liaison between NMDP operations and the AC/CC team for non-clinical donor and collection questions.
• Collect relevant medical documentation through review of questionnaires, exams, and labs to prepare donor charts in anticipation of potential MD requests that require expedited clearance
• Obtain appropriate donor and collection documents to ensure the day of collection goes smoothly and efficiently.
• Contact donors prior to their day of collection for introductions and prepare the donor for what to expect based on specific center and any unique circumstances regarding the donor.

Day of Collection Activities:

• Identify and support donor and/or companion needs, acknowledging their feelings and making their day enjoyable and memorable.
• Using knowledge of the collection process, the center's offerings, and the donor's unique needs, d eliver excellent customer service throughout the collection day by greeting donors and companions, getting them settled in comfortably, ordering meals, and answering any questions the donor or their companion may have.
• Provide ongoing support to AC/CC staff throughout the donation process, allowing them to focus on the donor's collection and safety.
• Proactively, or at the request of AC/CC staff, handle various center-specific tasks, including collaborating on urgent donor transfers or adverse events, compiling and completing necessary documentation, and communicating relevant updates.

Post Collection Activities:

• Compile medical and laboratory documentation and accurately submit required data into appropriate NMDP systems within designated timelines.
• Work closely with AC/CC staff to ensure continuity of care and contacting donor post donation as needed.
• Promptly resolve or escalate billing issues to ensure donors do not receive bills and accurately manage and code business credit card expenses.
• Codes expenses for donor meals and center expense processing.

Customer Service & Communication:

• Maintain strong working relationships and deliver a high level of customer service to donors, DC & AC/CC teams to foster a cooperative and supportive network.
• Address and resolve donor & collection concerns promptly and professionally, ensuring clear and concise communication, demonstrating a sense of urgency and responsiveness in all interactions.
• Ensure compliance with data privacy and confidentiality principles for handling donor and patient information.

Operations Execution:

• In collaboration with NMDP subject-matter experts and department leadership, execute defined operational processes and workflows to support organizational objectives and cross-functional initiatives.
• Ensure adherence to established protocols and procedures with clear documentation while maintaining a focus on accuracy, experience and timeliness.
• Work closely with NMDP leadership and AC/CC leadership to resolve operational challenges, identify opportunities, and make recommendations for improvement
• Participate in shared team responsibilities and staff back-up, ensuring optimal coverage of donor and collection activity.
• Flexibility to work occasionally outside of core business hours such as evenings, weekends and holidays.
• Perform other duties as assigned.

REQUIRED QUALIFICATIONS:

Knowledge of:

• Medical terminology and general clinical understanding of cellular therapy.
• Data privacy and confidentiality principles for handling donor and patient information.
• Robust understanding of effective customer service principles.
• Multiple software applications, including Microsoft Office.
• Professional oral and written communication skills.

Ability to:

• Communicate effectively both orally and in writing.
• Demonstrate strong attention to detail, accuracy, and organizational skills.
• Multitask and manage multiple donors in a fast-paced environment.
• Work under urgent circumstances with high-demand partners.
• Utilize multiple resources to make informed decisions.
• Quickly identify and implement solutions to address donor experience and day of collection challenges.
• Build strong relationships with internal and external stakeholders.
• Collaborate cross-functionally with multiple teams.
• Adeptly navigate multiple software applications, including Microsoft Office (Outlook, Excel, OneNote), Salesforce, Looker, Webex, and SharePoint.

Education and/or Experience:

• Bachelor's degree in healthcare administration, business or a related field; equivalent experience may be considered.
• Two or more years of experience in healthcare coordination, patient care coordination, medical office manager, or related experience.
• Progressive customer service and/or patient care experience in a healthcare setting.
• Demonstrated growth in a previous service and relationship driven role.
• Exposure to medical terminology, case-note documentation, and medical histories.

PREFERRED QUALIFICATIONS: (Additional qualifications that may make a person even more effective in the role, but are not required for consideration)

• Experience working in a regulated environment to include a demonstrated knowledge of Good Tissue Practices (GTP).
• At least two years of experience working in NMDP operations.
• Bilingual skills are desirable.