Purpose:
Provide essential support to the Transplant Team by managing communication between potential recipients and living donors, the transplant team and all UPMC departments involved in donation process. Receives and processes referrals to the program. Gathers, assembles, and enters all necessary data. Facilitates the evaluation, education and care of the potential recipient and living donor.
Responsibilities:
- *Performs other duties as assigned.
- *Performs in accordance with system-wide competencies/behaviors.
- Updating of call center protocols and subgroups as needed, monitor patient access lag time reports for 7-day window, create Medicare time study forms for new employees, and participate in EpicCare Super User training.
- Regularly review work processes for areas of improvement.
- 13. Monitor/document team members monthly to assure exceptional patient experience following UPMC AIDET skills.
- Conduct monthly team huddles, contacting leadership for feedback or follow-up with staff questions/concerns; Send communication emails to staff when applicable.
- Make decisions independently and take initiative to find answers to questions.
- Manage training and development of team members, including all new hired employees.
- Monitor team performance and conduct employee recognition and coaching.
- Maintain weekly/monthly productivity.
- Maintain patient confidentiality.
- Prepare, organize and maintain confidential patient charts and clinical records.
- Support Transplant Coordinators and other members of the Transplant Team.
- General data entry responsibilities to include: Collection and verification of demographics and insurance information, test results and other pertinent information into and EPIC databases.
- Demonstrate the ability to establish priorities, perform assignments and meet productivity thresholds in the allotted time frames while maintaining accuracy and attention to detail.
- Coordinates and manages living donor evaluation including but not limited to scheduling all required appointments and testing, obtaining authorizations, staffing donor clinic and preparation for donor selection committee meeting.
- Collects initial referral information via telephone, fax, or e-mail and distributes information to appropriate team member in a timely and efficient manner.
High school diploma or equivalent required. Associate degree preferred. Two (2) years of progressive experience with administrative support in an outpatient clinic, physician office or other health care setting. Knowledge of medical terminology required. Ability to handle a high-volume workload and to remain focused and organized under pressure. Ability to multi-task and meet deadlines. Ability to perform duties with significant degree of independence and initiative. Strong interpersonal, communication, and customer service skills required. Proficiency in Microsoft Office products preferred.
Licensure, Certifications, and Clearances:
- Act 34
UPMC is an Equal Opportunity Employer/Disability/Veteran