Lead Coordinator, Patient Support Services

Baylor College of Medicine; Houston (TX); On-site; USD 47,000 - 56,000; Full time

Job summary

Baylor College of Medicine is seeking a Lead Coordinator, Patient Support Services for the Bariatric Surgery program in the Division of Trauma, Bariatric, and Acute Care Surgery. This onsite role guides patients through pre- and post-operative pathways and coordinates necessary appointments and clearances.

The position requires strong organizational skills, attention to detail, and excellent customer service to support timely communication among patients, providers, and the multidisciplinary

Qualifications

• High school diploma or GED required.
• Six years of relevant experience required.
• Preferred: experience in Weight Loss Programs.
• Preferred: BLS certification.

Responsibilities

• Navigate patients and families through bariatric care pathways.
• Coordinate pre-operative and post-operative appointments and clearances.
• Ensure timely communication among patients, providers and the care team.
• Track patient documentation and insurance preauthorization requirements.
• Manage patient inquiries via calls and MyChart messages.

Skills

Six years of relevant experience

Education

High school diploma or GED

Basic Life Support (BLS) certification

Job description

Job Title: Lead Coordinator, Patient Support Services

Division: Surgery

Work Arrangement: Onsite only

Location: Texas Medical Center, Houston, TX

Salary Range: $47,372 to $55,731

FLSA Status: Nonexempt

Work Schedule: Monday – Friday, 8 a.m. – 5 p.m.

Summary

The Michael E. DeBakey Department of Surgery is seeking a qualified patient navigator for the Division of Trauma, Bariatric, and Acute Care Surgery. The Lead Coordinator, Patient Support Services serves as the primary patient navigator for the Bariatric Surgery program. The position guides patients and families through the pre-operative and post-operative pathways, coordinates required appointments and clearances, maintains accurate tracking information, and supports timely communication among patients, providers, and the multidisciplinary care team. This role requires strong organization, attention to detail, customer service, and the ability to manage multiple patient needs across the continuum of bariatric care.

This position is located at our McNair Campus.

Job Duties

• Serves as a patient liaison and helps patients and family members navigate the healthcare system as it relates to metabolic and bariatric surgery.
• Coordinates and tracks each patient’s pathway through the pre-operative and post-operative process using program databases and the electronic medical record, including Epic and current bariatric program tracking tools.
• Coordinates consultations, testing, specialist referrals, and same-day appointments when feasible to support efficiency and reduce unnecessary travel or delays for patients.
• Monitors completion of required pre-operative clearances and routes information to the physician, advanced practice provider, or other appropriate clinical team member for review and follow-up.
• Tracks documentation and other requirements needed to support insurance preauthorization for metabolic and bariatric surgery and escalates missing or delayed items to the appropriate team member.
• Follows up with patients regarding outstanding program requirements, missed or canceled appointments, rescheduling needs, next steps, and post-visit follow-up.
• Fields patient telephone calls and MyChart messages and routes clinical questions or concerns to the appropriate licensed clinical team member.
• Conducts routine patient outreach, including program follow-up and discharge follow-up calls, in accordance with established workflows and escalation guidelines.
• Provides patients and families with approved program information and educational materials regarding the bariatric surgery process, preparation requirements, expectations, and patient responsibilities; refers clinical education or medical questions to the appropriate licensed clinician.
• Assists with patient seminars, orientation sessions, attendance tracking, and related communication.
• Generates routine reports regarding the patient pipeline, program activity, outstanding requirements, and workflow status as directed by program leadership.
• Works collaboratively with clinic leadership, the Bariatric Program Coordinator, surgeons, advanced practice providers, dietitians, behavioral health professionals, and other members of the multidisciplinary team.
• Participates in multidisciplinary program meetings and contributes updates regarding patient navigation workflows and operational barriers.
• Maintains patient confidentiality and accurate, timely documentation in accordance with departmental and institutional requirements.
• Performs related duties as assigned.

Minimum Qualifications

• High school diploma or GED.
• Six years of relevant experience.

Preferred Qualifications

• Current Basic Life Support certification from the American Heart Association.
• Relevant experience working in Weight Loss Programs.

Work Authorization Requirement:

This position is not eligible for visa sponsorship. Candidates must be legally authorized to work in the United States at the time of application and throughout the duration of employment.

Baylor College of Medicine is an Equal Opportunity/Affirmative Action/Equal Access Employer.

Baylor College of Medicine fosters diversity among its students, trainees, faculty, and staff as a prerequisite to accomplishing our institutional mission and setting standards for excellence in training healthcare providers and biomedical scientists, promoting scientific innovation, and providing patient-centered care. Baylor College of Medicine is an Equal Opportunity/Affirmative Action/Equal Access Employer.