Patient Care Coordinator

Position Objective: Provide services as a Patient Care Coordinator in support of the overall functions of the National Institute of Allergy and Infectious Diseases (NIAID) within the National Institutes of Health (NIH). The purpose of this position is to provide administrative support to research teams and participants enrolled in a National Institute of Allergy and Infectious Diseases protocol. The Patient Care Coordinator (PCC) will be responsible for all scheduling activities, including arranging appointments, travel and entering remuneration into appropriate systems. The PCC will need to communicate effectively with participants and teams related to scheduled activities, follow-up and the logistics of each appointment.

Duties and Responsibilities:

• Coordinate patient schedules with testers, nurses, physicians and clinical research coordinators. 1

• Coordinate the recruitment, scheduling, travel and admission of research study participants with clinical staff.

• Work with staff to coordinate new research patient screening appointments, procedures and imaging studies between protocol investigators and the outpatient clinic scheduling personnel.

• Coordinate scheduling, travel and lodging of subjects participating in studies.

• Assess unique participant needs prior to visit and address needs with clinical team (i.e. interpreting services, assistive devices, isolation etc.).

• Distribute patient recruitment and communication materials.

• Triage questions to appropriate personnel in the team as necessary.

• Maintain ongoing relationships with patients, families, caregivers, medical care providers and various individuals on a continuous long-term basis.

• Respond to patient emails and phone calls; prioritize patient related issues into urgent, emergent and routine; triage the issues to the appropriate personnel in the team as necessary. 2

• Respond to communications with research subjects; direct questions to appropriate team member.

• Stay current on Clinical Center and Institute communications. Updates participant resources and educational materials related to their visit as needed based on these communications.

• Keep participants informed of Clinical Center and NIH campus changes affecting their visit.

• Collect outside medical documentation, electronically scans and uploads records into the electronic medical record.

• Review medical records to collect relevant clinical data.

• Maintain patient files, medical records, and patient family contacts; file medical record notes into patient charts daily.

• Create reports/spreadsheets for tracking and scheduling of protocol patients.

• Obtain medical information, imaging disks and pictures from applicants on an ongoing basis; file them with the records.

• Refer prospective volunteers per study guidelines to the appropriate Institute contact person.

• Obtain outside medical records, radiology studies, biopsy slides and submit to the respective departments at the NIH.

• Communicate with appropriate staff about intake and materials and submission of materials for review.

• Perform Quality Assurance reviews on credentialing records.

• Work with staff to achieve optimum schedule and staff utilization; work with staff in problem solving for overlapping appointments.

• Review future scheduled cases to resolve potential conflicts or problems; monitor additional reports to ensure data validity.

• Troubleshoot scheduling issues to ensure maximum productivity of staff resources.

• Monitor and identify areas of improvement in the clinic environment, clinical trial conductance in the outpatient setting, for patients, families and staff.

• Participate in training other clinical staff on clinical operations.

• Participate in quality improvement initiatives and maintenance of SOPs.

• Assesses organizational need and develops training programs to improve accuracy and performance of patient coordination processes and procedures.

• Develops training materials, job aids and instructions for use by patient coordinators. 3

• Mentors and coaches patient coordinators.

• Meet with lab members to present updates

• Ad-Hoc.

• Work products and documents related to performing logistical and administrative duties that facilitate participant travel and appointments by commutating with participant, caregivers, family members and staff while coordinating and planning simple and complex travel, lodging and transportation arrangements; acting as a point of contact between physicians, nursing, NIH staff, contractors and other departments; and acting as a point of contact between staff, departments and participants/caregivers/family members.

• Ad-Hoc.

• Ad-Hoc work products and documents related to collecting outside medical documentation, electronically scan and upload records (including patient ID and demographic data) into the electronic medical record as appropriate; communicating with various clinical administrative support offices/clinics/employees concerning the obtainment of outside patient records

• Ad-Hoc.

• Ad-Hoc work products and documents related to adapting and maintaining filing systems to create and support an ongoing data base of patient encounters and patient appointments; entering and updating clinic and/or physician appointment schedule availability into the central appointment calendar; and providing appointment and travel information to patients, including scheduled dates and times, appropriate documents to bring, clinic information, hospital maps, travel, and hotel information.

• Ad-Hoc.

• Ad-Hoc work products and documents related to obtaining up-to-date patient records and other pertinent information prior to appointments or visits; and sending patient appointment reminders and travel details.

• Ad-Hoc.

Basic Qualifications:

• Associate's degree in biology, communications, business, medical administration, medical and health services, or a related discipline.

• Basic CPR certification required.

• Skilled in MS Office Suites.

• Experience with Electronic Medical Records.

• Experienced in maintaining client communication regarding data management project status and reviewing key project questions with clients and working in a hospital setting.

• Experience with scheduling, communications, data collection, on-site visits, and travel arrangements.

• Experience in public or community health and patient/family education.

• Experience with the HCA process, track, and validate data accurately and on time, in accordance with data processing and entry instructions.

• Experience performing data abstraction and data entry on several different protocols into multiple clinical research databases.

• Experience identifying project specific reports and assisting in the development of these reports.

• Knowledge of clinical protocols and medical terminology.

Minimum Qualifications:

• Ability to multi-task and pay close attention to detail.

• Excellent analytical, organizational and time management skills.

• Strong communication skills, both oral and written.

• Strong interpersonal skills and the ability to work effectively in a team environment.

• Strong organizational skills with the ability to successfully manage competing priorities.

• This job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required by this position.

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed above are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

GAP Solutions provides reasonable accommodations to qualified individuals with disabilities. If you need an accommodation to apply for a job us at recruiting@gapsi.com. You will need to reference the requisition number of the position in which you are interested. Your message will be routed to the appropriate recruiter who will assist you. Please note, this email address is only to be used for those individuals who need an accommodation to apply for a job. Emails for any other reason or those that do not include a requisition number will not be returned.

GAP Solutions is an Equal Opportunity/Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to their race, ethnicity, ancestry, color, sex, religion, creed, age, national origin, citizenship status, disability, medical condition, military and veteran status, marital status, sexual orientation or perceived sexual orientation, gender, gender identity, and gender expression, familial status, political affiliation, genetic information, or any other legally protected status or characteristics.

This position is contingent upon contract award.