Position Summary
Functions as a member of the lung cancer screening team in the implementation and coordination of lung cancer screening (LCS). Coordinates the scheduling of patients for clinical evaluation. Implements services that recognize needs and issues for customers served.
Essential Duties
- Provides excellent customer service to patients, co-workers, physicians, clinical staff, NJH affiliates, and outside contract personnel.
- Schedules all clinical and contract patients for lung cancer screening CT, Shared Decision-Making appointments with Advanced Practice Providers, and schedules all clinical and contract patients for interval screening follow-up CTs. Reviews non-LCS chest CT orders to determine if they should be LCS and confirms with ordering provider. Corrects if ordered incorrectly.
- Responds to and facilitates patient referrals by entering physician orders and clinical details into the Registration Order Entry system in a timely and accurate manner. Transcribes faxed orders. Liaises with ordering provider if patient is ineligible or declines LCS scan. Self-reviews scheduled appointments to ensure account is correctly set up while monitoring multiple task buckets for LCS orders.
- Completes intake questionnaire with patients to verify program eligibility. Collects all necessary patient demographic, insurance and clinical information and updates changes when needed. Ensures appropriate patient demographics are entered with the order to ensure Radiologists will read scans appropriately. Maintains a patient database for tracking of new and follow-up patients.
- Works with Utilization Management to request authorizations from insurance providers that require pre-authorization for LCS. Updates patients and providers when the CT is denied.
- Maintains friendly, confident, open, diplomatic, effective communication with patients to inspire continued program participation. Maintains communication with patients to keep them apprised of the status of their appointments.
- Re-engages no call/no show patients each month to reschedule CTs.
- Attends and contributes to team meetings. Reports number of scans performed each month to LCS committees. Documents positive versus negative scans and other quality metrics as needed. Brings infrastructure updates to meetings to ensure ongoing program improvement.
- Supports weekly Suspicious Nodule Conference including preparation of weekly spreadsheet with calculation of lung cancer risk and nodule risk of malignancy, and summation of agreed upon recommendations made by the multidisciplinary team. Sends relevant providers email invitations to attend Nodule Conference and post conference emails with conference recommendations. Attends Nodule Conference in person and confirms recommendations with radiologist running the conference.
- Serves as a resource to patients, clinical staff and community regarding the purpose and details of lung cancer screening while acting as a problem solver with patients, clinical staff and departments to ensure that the highest level of customer service is provided.
- Assists with marketing, networking and communicating with community stakeholders and partners.
- Maintains appropriate level of knowledge regarding clinical operations, insurance procedures, and clinical terminology. Maintains appropriate level of expertise with the Registration, Scheduling, Electronic Medical Record system, and necessary databases.
- Works with manager to orient and train new staff.
- Implements services that recognize age-specific needs and issues for customers served.
Other Duties
- Performs as a back-up to staff absences and vacancies as necessary.
Competencies
- Accountability: Accepts full responsibility for self and contribution as a team member; displays honesty and truthfulness; confronts problems quickly; displays a strong commitment to organizational success and inspires others to commit to goals; demonstrates a commitment to National Jewish Health.
- Attention to Detail: Accomplishing tasks by considering all areas involved, no matter how small; showing concern for all aspects of the job; accurately checking processes and tasks; being watchful over a period of time. Setting high standards of performance for self and others; assuming responsibility and accountability for successfully completing assignments or tasks; self-imposing standards of excellence rather than having standards imposed.
- Collaboration/Teamwork: Cooperates with others to accomplish common goals; works with employees within and across his/her department to achieve shared goals; treats others with dignity and respect and maintains a friendly demeanor; values the contributions of others.
- Customer Focus: Ensuring that the customer perspective is a driving force behind business decisions and activities; crafting and implementing service practices that meet customers’ and own organization’s needs.
- Peer Relationships: Interacts with others in a constructive, positive, and respectful manner, regardless of individual differences. Assists team members or co-workers in achieving personal goals and completing assignments.
- Managing Work and Time/Project Management: Effectively managing one’s time and resources to ensure that work is completed efficiently. Effectively manages project(s) by appropriately focusing attention on the critical few priorities; effectively creates and executes against project timelines based on priorities, resource availability, and other project requirements (i.e., budget); effectively evaluates planned approaches, determines feasibility, and makes adjustments when needed.
- Problem Solving: Uses issue identification, data relation and comparison, pattern recognition and information gathering to create analyses and make recommendations.
Supervisory or Managerial Responsibility
None
Travel
May have limited local travel for training opportunities or community outreach.
Core Values
- Be available to work as scheduled and report to work on time.
- Be willing to accept supervision and work well with others.
- Be well groomed, appropriately for your role and wear ID Badge visibly.
- Be in compliance with all departmental and institutional policies, the Employee Handbook, Code of Conduct and completes NetLearning by due date annually.
- Fosters an inclusive workplace where diversity and individual differences are valued and leveraged to achieve the vision and mission of the institution.
- Adheres to safe working practices and at all times follows all institutional and departmental safety policies and procedures.
- Wears appropriate PPE as outlined by the infection control policies and procedures.
- Demonstrates compliance with all state, federal and all other regulatory agency requirements.
Minimum Qualifications
- Education: High school diploma or equivalent required. Bachelor’s degree preferred.
- Work Experience: A minimum of 2 years customer service experience required. Experience in health care environment preferred. Patient scheduling experience preferred.
- Special Training, Certification or Licensure: None
Salary Range: $18.85 - $22.00
Benefits
At National Jewish Health, we recognize that our outstanding faculty and staff are the essence of our organization. For every aspect of health care, our employees are our greatest asset. With that in mind, we have designed a valuable, comprehensive benefits package to meet the needs of our employees and their families.
- Comprehensive Medical Coverage: Multiple Cigna health plans for Colorado, regional office and remote employees. Health Savings Accounts (HSA) and Flexible Spending Accounts (FSA) available to pair with some plans.
- Paid Time Off: Generous PTO accruals to use for vacation and sick days, and six paid holidays, all compliant with Colorado state sick leave regulations.
- Dental & Vision Plans: Coverage effective the first of the month after hire.
- Retirement Savings: 403(b) plan with employer contributions after two years.
- Wellness Incentives: Earn up to $200 annually for preventive health activities.
- Tuition Reimbursement: Up to $5,250 annually for full-time and part-time employees.
- Child Care Assistance: Childcare Flex Spending Account (FSA) with annual employer contribution.
- Loan Forgiveness: Public Service Loan Forgiveness (PSLF) eligible employer.
- Disability & Life Insurance: Employer-paid plans and optional buy-up choices.
- Voluntary Benefits: Full suite of coverage options such as Accident, Hospital Indemnity and Legal Plan.
- Exclusive Discounts: Savings on local services, insurance, and RTD bus passes.
Application Deadline: This position will be open for a minimum of three days and until a top applicant is identified.
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