Patient Relations Program Coordinator

Hampton University Proton Cancer Institute; Hampton (VA); On-site; USD 42,000 - 66,000; Full time

Job summary

Hampton University Proton Cancer Institute is seeking a dynamic Patient Relations Program Coordinator to implement community awareness, in-reach and outreach programs through patient relations, surveys and quality improvement for patient care and support.

Reporting to the Marketing Director, this role will collaborate with physicians, nurses and staff involved in patient care to ensure high-quality care and a positive patient experience.

Qualifications

• Bachelor's degree in public relations, communications, or related field preferred.
• At least two years of healthcare experience with an EMR system preferred.
• Three or more years of experience in public/patient relations, development, outreach, or related field is a plus.
• Strong customer service, organization, confidentiality, and multitasking skills required.

Responsibilities

• Maintain regular communication with patient providers, clinical team, and radiation team about scheduling and treatment processes.
• Ensure all patients understand the intake process by meeting with each patient during treatment to follow up on satisfaction or continuity of care.
• Solicit feedback from patients via satisfaction surveys and maintain patient satisfaction database.
• Provide patient support, navigation, and identify resources to overcome barriers to care (e.g., transportation, housing).
• Assist patients with applications for need-based assistance and coordinate community organization support.
• Document all patient liaison communication in the electronic health record and provide verifications to employers and insurers as needed.
• Plan and facilitate events and outreach activities (graduations, support groups, ambassador meetings).
• Identify patients willing to provide testimonials for advertising campaigns and coordinate interviews in the on-site studio.

Skills

Customer service

Organizational skills

Confidentiality

Prioritize multitasking

Event planning

Education

Bachelor's degree in public relations or communications

Tools

Microsoft Office Suite

EMR systems

Job description

Patient Relations Program Coordinator

Hampton University Proton Cancer Institute (Hampton Proton) is seeking a dynamic Patient Relations Program Coordinator to implement community awareness, in-reach and outreach programs through patient relations, surveys and quality improvement for patient care and support.

The Patient Relations Liaison reports to the Marketing Director while working alongside other professionals and support staff. This role will be partnered with the physicians, nurses and other staff involved in patients’ care to ensure patients receive high-quality care and positive experience. This position serves as a liaison with patients, who assists understanding their needs and helps to facilitate those needs.

Our Patient Relations Program Coordinator, in collaboration with marketing, will assist with planning, developing, and implementing a range of outreach initiatives to enhance the patient experience and promote a positive brand for image for Hampton Proton.

Duties and Responsibilities:

• Maintain regular communication with patient providers, clinical team, and radiation team about patient scheduling concerns and treatment processes.
• Ensure all patients understand the patient intake process by meeting with every patient during their treatment process to follow-up on patient satisfaction, or the continuity of care or to answer any questions.
• Solicit feedback from patients regarding their experience via patient satisfaction surveys.
  • Perform exit interviews of each patient.
  • Review and report satisfaction survey results and maintain patient satisfaction database
  • Address patient complaints and compliments of facility.
• Provide patient support, process navigation, and identify resources for clients to overcome barriers to care, such as transportation, housing, etc.
• Assist patients in completing applications for need-based assistance & solicit community organizations support to facilitate patient care (i.e. WINKS, WiTT, Patient Advocate Foundation etc.)
• Address any relevant insurance concerns or issues by connecting patients with appropriate resources and team members.

• Document all patient liaison communication with patient in electronic health record.
• Provide verifications to employers, insurance, etc. on behalf of former and current patients and their families.

• Facilitate graduation celebrations – planning, coordination, and executing.
• Plan and facilitate regular patient support groups, fellowship events, and employee internal events (i.e.: potlucks, Holiday functions).
• Recruit new ambassadors to primary list, host ambassador meetings, and design programs to further engage with ambassadors to keep lines of communication open and active (i.e. Newsletter (quarterly))
• Maintain an “open door” policy for easy patient interactions.
• Assist notifying patients during service interruptions.
• Ensure coffee, water and snacks are available for patients in waiting areas or designated areas.
• Prepare patient information packets for Clinical Support Services department mailing.
• Mail correspondence messaging such as newsletters, cards, HUPTISmiles literature.
• Manage promotional inventory (i.e.: t-shirt, water bottles, etc.).
• Serve as a liaison with cancer support communities’ program staff, as well as program counterparts across the country.
• Responsible for identifying and scheduling initial meetings for marketing outreach efforts. (i.e.: doctors’ groups, churches, organizations and or other community partners).
• Ensure all marketing materials needed for external events and meetings are gathered for Marketing presentations.
• Responsible for follow-up from meetings and events (i.e.: sending literature, setting up follow up meetings/presentations. etc.).
• Identify patients that would be open to providing testimonials or being apart of our advertising campaigns and interviewing them in our on-site studio.
• Coordinate project management activities (i.e Patient Garden, Patient Resource Journal, HUPCISmiles Campaign, Pediatric Space, etc.)
• Perform additional duties and projects as assigned by the Executive Director to support the continuous improvement of Hampton Proton’s brand, operations, and community impact.

Qualifications:

• Excellent customer service and telephone skills required.
• Excellent organizational skills and attention to detail are required.
• High level of confidentiality and professionalism required.
• Possess the ability to prioritize multiple tasks with a sense of urgency.
• Ability to set priorities and adjust when priorities change.
• Ability to plan special events.

Requirements:

• Must be familiar with Microsoft Office Suite.
• Bachelor's degree in public relations, communications, or a related field is preferred.
• At least two (2) years of healthcare experience working with an EMR system is highly preferred.
• At least three (3) years of experience in public/patient relations, development, outreach, or a related field is a plus.
• Work schedule is typically Monday – Friday, 8am – 5pm, withoccasional evening or weekend work as necessary to support special events, campaigns, or deadlines.

Physical Demands:

• Work environment is in an office setting.
• Extended periods of time in a sitting/stationary position.
• Constantly operates office technology, such as computers and printers.
• Be able to reach, push, pull, hold, and lift up to 25 lbs., as needed.
• Frequently communicate through listening and speaking to exchange accurate information.