New Patient Coordinator

University Of Pennsylvania Health System Philadelphia , PA 19107

Posted 2 months ago

The Hematology Oncology Department at Penn Presbyterian Medical Center is looking for a New Patient Coordinator.
Responsibilities for this position include but are not limited to the following:
Providing optimal new patient coordination in an integrated, multi-disciplinary environment
Care will be coordinated across multiples specialties and ancillary departments within UPHS
Ensuring that all new patients are well prepared for their first visit by ensuring certain patients are seen by the appropriate physician and specialty and that patients arrive for their appointment with all pertinent information to ensure optimal care coordination (medical records, test results, referrals, copays). In addition, patients will be provided information on directions, parking and building navigation.

The position requires that the individual convey a positive image of UPHS through excellent communication and customer service skills in support of patients/families and to ensure an ideal patient experience.


  • Act as point of contact for all new patients for department.

  • Serve as specialty expert of nuances of care coordination so that patients are seen by the appropriate physician and specialty.

  • Schedule new patient appointments with appropriate physician and/or group with emphasis on working with providers on a regular basis to ensure that the right diagnosis and patient is scheduled with appropriate provider.

  • Coordinate new patient appointments as needed with Patient Facilitated Services and Penn Health Referral.

  • Follows new patient coordination protocols to ensure that patients are coordinated and prepared for visit in an organized, consistent and seamless manner.

  • Coordinate/organize all facets of new patient appointment - scheduling, coordination of medical records, test results, pathology results - all information needed to ensure an optimal level of care coordination.

  • Coordinates the scheduling of diagnostic tests, other evaluations and review of necessary information prior to new patient appointment.

  • Responds to patient inquiries or problems. Answer questions regarding practice, procedures, tests, directions etc.

  • Coordinate the retrieval and flow of outside medical records to ensure receipt and appropriation (review by provider, scanning, etc.) of records for visit.

  • Ensures appropriate retrieval, processing and returning of patient radiology films, CDs, slides and other related items.

  • Manages physician new patient IDX schedules, ensures appropriate preparation of new patient charts and information 48 hours prior to date of new patient visit or services.

  • Reschedules new patient appointments appropriately.

  • Ensures optimal patient experience through coordination and communication.

  • Follows Health System and Department Protocols for Epic Messaging.

  • Communicates issues effecting flow with managers and providers as necessary. Keeps manager aware of potential issues or problems as they arise.

  • In partnership with CPUP, SOM, and the University, maintains accountability compliance with all federal, state and local regulatory standards and requirements, including JCAHO, Department of Health, funding agencies, FDA, HIPPA, HCFA, DPW, LCGME, SCGME, department specific guidelines and other.

  • Ensures patients have been properly registered and referred to Financial Counseling. Makes sure new patients arrive for new patient appointment with referral and copays, as appropriate.

  • Maintains an excellent understanding of managed care plans and protocols for referrals, co-payments, and pre-certification.

  • Readily adopts and is engaged in practice operation changes

  • Is proficient in the use of all system applications necessary for practice operations, including, but not limited to:
    IDX (and its applications)

  • Performs duties in accordance with Penn Medicine and entity values, policies, and procedures

  • Other duties as assigned to support the unit, department, entity, and health system organization

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New Patient Coordinator

University Of Pennsylvania Health System