Program Coordinator - Cardiac Electrophysiology

Program Coordinator

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Job Title : Program Coordinator

Department : Cardiac Electrophysiology

Location : Hospital of the University of Pennsylvania- 3400 Spruce St (Cardiac Electrophysiology)

Hours : Full Time

Summary :

The Cardiac Electrophysiology 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. Will work very closely with the Director of Cardiac Electrophysiology, the Senior Program Manager, Supervisor of Administrative Support, and Executive Assistant. Assist Director in formulating and executing strategic plans to realize program objectives. Will provide administrative support for faculty members of the Division. Support includes but is not limited to independent project work, calendar management, document preparation / distribution. Referring physician's liaison. Expedite VIP or Urgent appointments and touch base with the patient; coordinate urgent testing, genetic testing requests. Schedule cardiac ablations and any overflow of patients, schedule with other physicians within cardiac EP.

Will manage 5-7 direct reports. Cross cover additional administrative support staff, supervisor and senior program manager. Onboarding and offboarding of staff. Performance evaluations, performance management and employee relations.

Will provide support in administrative and project coordination, communications, and event management. Work with marketing, development office, donors, industry for events / projects related to the cardiac EP program.

Will handle observer ships, visiting scholars, J1 and H1B visas for research fellows. Follow UPHS and UPENN policies.

She / he will serve as the subject matter expert in cardiac electrophysiology procedures.

Will provide high-level support by preparing reports, presentations, handling information requests, scheduling needs, managing confidential information, national and international travel arrangements, Concur reimbursements, QGenda management, and other needs as required.

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 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.

Maintains Epic in-basket and myPennMedicine to ensure timely response to all inquiries. Manages Work Queues specific to dept. Manages Penn Symphony. Documents all patient communications in EPIC to keep all abreast of patient status.

Logs in Avaya system and answer patient calls; monitors administrative support log ins and communicates with supervisor for adequate staffing.

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.

Critical Thinking : takes ownership of issues as they arise and troubleshoots for resolution. Works independently and proactively to address concerns raised - escalating issues to management as needed and appropriate.

Responsibilities :

Perform secretarial duties, including coordination of transcription using EPIC and / or dictation.

Provide extensive and complex administrative support to the director of cardiac EP.

Schedule meetings, dinner conferences, special lectures. Prep meetings. Gather, organize and disseminate materials for lectures. Collaborate with marketing and

Making changes to daily and master schedules in EPIC and maintaining the physician's patient schedules in EPIC

Tracking the timely return of completed documents

Printing letters on letterhead and retrieving signatures from physicians

Preparing documents for mailing

Receive physicians' mail, labs, and reports

Organize and arrange schedules for faculty. Update and maintain all aspects of the EPIC scheduling system

Working with MD's, APPs and senior program manager to create and maintain current schedule templates

Create a list of referring providers and their phone number, for the director of cardiac EP in reference to procedure patients and remind him the procedure schedule the day before

Help facilitate vendor's questions and requests for meetings and in-services

Generating bump lists and printing discrepancy reports, if necessary

Back up for onboarding / offboarding physicians

Screen inquiries, answer telephone calls; respond to inquiries and provide information as appropriate

Receive and assist visitors, referring them to the appropriate individuals

Index and file correspondence, records and reports

Calendar management and arrange national and international travel and meetings

Updates CV, Biosketch, publication list utilizing PubMed and / or Scopus, etc.

Retrieve and copy articles / references for physicians, as needed.

Create donor binders specific.

Exercise considerable judgment, creativity and analysis in designing, interpreting and implementing office procedures to maintain smooth, continuous operations of the office.

Maintain strictest confidentiality.

Continually assesses operating procedures and proactively implements action to assure ongoing quality improvement.

Resolves all patient complaints. Monitor and respond to patient surveys. Implements action to minimize recurrence.

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.

Microsoft Word and Excel are a must.

Education or Equivalent Experience :

H.S. Diploma / GED (Required)

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.

REQNUMBER : 293198