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Job Title:

Program Coordinator Department:

Neurology- Epilepsy Division/Epilepsy Monitoring Unit Entity:

Clinical Practices of the University of Pennsylvania (CPUP)

Location:

Hospital of the University of Pennsylvania - 3400

Spruce St Hours:

M-F, 8am-4:30pm (negotiable), hybrid possible after training and under the discretion of supervisor

Summary:

The Epilepsy Monitoring Unit Program Coordinator is an integral member of the Outpatient Epilepsy Division within the Department of Neurology. The primary responsibility of this individual will be coordinating all care necessary for patient preparation and admission to the Epilepsy Monitoring Unit [EMU] at the Hospital of the University of Pennsylvania Pavilion. The Epilepsy Division is comprised of a large interdisciplinary care team including faculty, trainees, APPs, social work, nurses, administrative staff and EEG technicians. This individual will work closely with departmental team members and additional stakeholders such as inpatient teams, radiology, neurosurgery, referring centers, admissions, etc. This individual will need to demonstrate excellent customer service, attention to detail, time management and organization. The program coordinator will have a high level of autonomy in this role and will need to have an ability to multitask, manage multiple competing priorities and be able to navigate complex problems. This candidate will need to have strong skills in navigating Epic and other technology platforms. The Program Coordinator is responsible to create strategies to enhance patient and referring physician satisfaction, increase patient admissions, decrease empty beds and continually assess operating procedures to ensure pathway is seamless for all stakeholders. The elective services program coordinator is responsible to provide optimal patient coordination in an integrated, multi-disciplinary environment. Care will be coordinated across multiple specialties and ancillary departments within UPHS. Employee will ensure that all patients seeking elective services are well prepared for their first visit by making certain patients are being 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). The coordinator will lead weekly meetings to discuss strategy and growth of each program as well as provide a retrospective review of prior week activities. The position will coordinate elective services within the service lines and be responsible for all operational and reporting for the departmental services. Coordination among physician teams is required to ensure proper scheduling of services to be performed. When applicable coordinates with the prior authorization staff to verify benefits and obtain any necessary authorizations before scheduling procedures. Primary contact for communication coordinating expectations to patients prior to scheduling procedures, outlining fees requirements and ensuring that all fees have been collected prior to visit date. Maintains Epic in-basket and myPennMedicine to ensure timely response to all inquiries. Documents all patient communications in EPIC to keep all abreast of patient status. Dispense and maintain inventory for patient take home materials. The position is also responsible for preparing and presenting operational and financial results to service providers as well as departmental leadership. The incumbent will be responsible for annual budgeting within the elective services programs and will provide the director of finance (DOF) all necessary volume and reimbursement data necessary. Will review with the DOF all monthly activity to ensure all fees are collected timely, assists with payment reconciliations and accounting requests. Assist Directors in formulating and executing strategic plans to realize program objectives. At current, the position does not require traveling, however that could change in the future. 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.

Task Include:

Tracking quality metrics of EMU admissions. Compiling EMU orders within epic to determine insurance and internal requirements prior to EMU admission. Scheduling and coordinating all diagnostic testing and procedures that are needed to be completed prior to or after EMU admission (communicating with patients, advocating for approvals, removing barriers for patients to ensure timely completion of testing). Obtaining procedural and medical prior authorizations as needed for above testing. Responsible for the timely submission, and ensures accuracy of information and correct forms completed and signed in advance pre-EMU testing and EMU admission. Coordinating, scheduling appointments and obtaining prior authorizations for post EMU admissions potentially entering into the surgical pathway. Provide coordination support to the Epilepsy Surgical RN Manager for the surgical pipeline. Periodic presentations to the epilepsy physician leadership team consisting of metric, volume and referral pattern updates. Special projects delegated by

EMU Director, Division Chief or Clinical Director Responsibilities:

The position is also responsible for preparing and presenting operational and financial results to service providers as well as departmental leadership. Continually assesses operating procedures and proactively implements action to assure ongoing quality improvement. Resolves all patient complaints. Implements action to minimize recurrence. Performs trend analysis. Maintains exemplary relationships with staff using positive and constructive feedback, open lines of communication, and assists in problem solving in daily operational activities of staff. Communicates regularly and acts as a resource to office staff regarding the practice, the department, and the Health System through monthly staff meetings, in-services, and distribution of minutes. Establishes patient focused performance expectations by creating clearly defined performance goals and measures. Maintains a patient oriented practice environment implements changes as indicated. Monitors waiting areas and the practice floor for improved patient oriented practice and patient comfort. Ensure exceptional quality with regard to patient access initiatives and metrics, physician and staff satisfaction. Creates strategies to enhance patient, referring physician, and employee satisfaction, increase patient volume, reduce no-show visits, and enhance the practice's image and visibility by soliciting input as well as performing analysis. Serve as specialty expert of nuances of care coordination so that patients are seen by the appropriate physician and specialty

Education or Equivalent Experience:

H.S. Diploma/GED (Required) And 7+ years Healthcare related experience We believe that the best care for our patients starts with the best care for our employees. Our employee benefits programs help our employees get healthy and stay healthy. We offer a comprehensive compensation and benefits program that includes one of the finest prepaid tuition assistance programs in the region. Penn Medicine employees are actively engaged and committed to our mission. Together we will continue to make medical advances that help people live longer, healthier lives. Live Your Life's Work We are an Equal Opportunity employer. Candidates are considered for employment without regard to race, ethnicity, color, sex, sexual orientation, gender identity, religion, national origin, ancestry, age, disability, marital status, familial status, genetic information, domestic or sexual violence victim status, citizenship status, military status, status as a protected veteran or any other status protected by applicable law.