The Stony Brook Cancer Center Flow Coordinator Concierge - Spanish Bilingual is responsible for ensuring efficient flow of operations and patient satisfaction with hospital outpatient cancer services rendered to the patient sometimes under very busy and stressful circumstances. This role serves as an intermediary to anticipate, identify and resolve operational, efficiency and patient satisfaction issues between the hospital, the patient and family members. Utilizes exceptional interpersonal skills, monitoring tools and reports, and a high level of critical thinking to set patient service expectations and anticipate and solve patient flow issues. This is a highly visible and physically active role, including moving throughout the facility 90% of the work day to proactively surveille and monitor clinical and waiting areas, review reports and real time data to anticipate and communicate with the patient, the care team, the laboratory and the pharmacy, as appropriate, to ensure the most efficient flow and reduce delays and patient wait times, at all times supporting the delivery of excellent service.
Duties of the Flow Coordinator Concierge - Spanish Bilingual may include but are not limited to the following:
Possess thorough knowledge of operations and clinical and non-clinical systems, as well as the empowerment to perform on the spot interventions to assist patients and the care team.
Demonstrate a high level of skill with all clinical and administrative systems to be able to solve problems for patients on the spot, including complex procedural and multi departmental schedules with linked appointments and interdependencies; must be able to understand complex schedule and work to optimize flow for patients and practitioners.
At all times, display the highest level of patient service excellence.
Review schedules and trend reports in advance and on the day of service to actively plan for and monitor the patient care activities. Work closely with members of the management and care team to identify opportunities for efficiencies, set patient and family member expectations and perform on the spot interventions to expedite flow.
Oversee the activity of the day for multiple busy medicine and surgery subspecialty clinical areas to ensure all areas are flowing efficiently. Identify problems, delays and service issues that could cause logjams and patient waits.
Proactively address issues with patients, physicians, staff and management by assessing the schedule, recommending changes or solutions for on the spot actions to improve the flow on a daily basis.
Participate in daily huddle with front end Patient Access and Financial Navigation team, the nurses and physicians and other members of the management team.
Review reports on daily flow and peak hours to actively recommend and address changes and adjustments to appointment times to ensure smooth flow throughout the day.
Active throughout the day constantly circulating through all areas of the outpatient cancer center to observe patients and the clinic flow. Proactively approach patients who are experiencing delays or might experience delays so that expectations could be set or alternatives could be discussed.
Possess significant empathy and emotional intelligence for sick cancer patient population with patient needs.
Possess and demonstrate critical thinking to proactively assess patients in the waiting area understand when to contact the nursing staff for patients who might be too sick to wait.
Oversee the physical appearance of the front desk, waiting and lobby areas to ensure impeccable tidiness, stocking patient refreshment/ coffee machines, refreshing magazines, and other front facing patient care physical areas, etc.
Perform lobby rounding by physically moving through the clinical areas to ensure physical appearance is at the highest standards for cleanliness, safety and comfortable; that patients are kept aware of their wait time expectations and physicians and the clinical team are aware of patients waiting.
Encourage and assist with patient enrollment in the Patient Portal.
Encourage patients to provide feedback, including Press Ganey and other feedback tools.
Understands thoroughly the organizational patient service standards and embodies and applies them in all daily activities, understanding that our reputation is only as good as our customer's last experience and ensures it is the best possible.
Consistently provide patient flow updates to leadership.
Recommend and implement new services, patient offerings, and monitoring tools based on patient, clinical team and management feedback.
Offer white glove customer service while also displaying a cheerful and enthusiastic and professional demeanor, at all times.
Model and promote excellent customer service at all times.
Participate as needed on care collaboration, patient and family councils and other committees, as required.
Other duties as assigned.
The Flow Coordinator Concierge may be required to travel to offsite locations and may be required to work extended hours or on Saturdays as needed.
Required Qualifications: Bilingual in English and Spanish. Associate's Degree plus 4 years of relevant experience in customer service with direct patient/customer interaction or other type of service operation dealing with workflow, throughput and real time issue resolution and problem solving. Proficiency in MS Word applications such as Word and Excel and willingness to learn many new systems. Strong computer and analytical skills. Able to prepare reports on activity and trends. Experience in service recovery/service excellence delivery. Ability to move throughout the facility 90% of the workday. Exemplary customer service orientation, positive attitude, and positive demeanor. Strong organizational and time management skills. Excellent verbal and written communication and interpersonal skills. Ability to work as a team with all levels of staff.
Preferred Qualifications: Bachelor's degree in Social Work or other related healthcare field. Experience in monitoring workflow, throughput and trends. Prior hospitality experience in a hospital/healthcare or hotel service setting.
Special Notes: The Search Committee will begin the review of applications on 04/03/2019 and continue until the position is filled.
Stony Brook Medicine is a smoke free environment. Smoking is strictly prohibited anywhere on campus, including parking lots and outdoor areas on the premises.
All Hospital positions are subject to changes in pass days and shifts as necessary. This position may require the wearing of respiratory protection, which may prohibit the wearing of facial hair.
The selected candidate must successfully clear a background investigation. Prior to start date, the selected candidate must meet the following requirements: Successfully complete pre-employment physical examination and obtain medical clearance from Stony Brook Medicine's Employee Health Services (The hiring department will be responsible for any fee incurred for examination), submit (3) written references, and provide a copy of any required New York State license(s)/certificate(s). Please be advised that failure to comply with any of the above requirements could result in a delayed start date and/or revocation of the employment offer.
About Stony Brook Medicine
The best ideas in medicine start with the best people. At Stony Brook Medicine, our highest calling is to put the power of ideas to work in our patients' lives. Stony Brook Medicine integrates and elevates all of our health-related initiatives: education, research and patient care. Stony Brook Medicine is Long Island's premier academic medical center. With 603 beds, we serve as the region's only tertiary care center and Level 1 Trauma Center, and are home to the Stony Brook Heart Institute, Stony Brook Cancer Center, Stony Brook Children's Hospital, Stony Brook Neurosciences Institute, and Stony Brook Digestive Disorders Institute. We also encompass Suffolk County's only Level 4 Regional Perinatal Center, state-designated AIDS Center, state-designated Comprehensive Psychiatric Emergency Program, state-designated Burn Center, the Christopher Pendergast ALS Center of Excellence, and Kidney Transplant Center. It is home of the nation's first Pediatric Multiple Sclerosis Center.
Stony Brook University is an Affirmative Action/Equal Opportunity employer. We are committed to the creation of a diverse and inclusive campus climate. We encourage protected veterans, individuals with disabilities, women and minorities to apply.
This function/position has been designated as
Internal Number: 1900918
About Stony Brook University
FROM ITS BEGINNINGS A HALF-CENTURY AGO, STONY BROOK UNIVERSITY HAS BEEN CHARACTERIZED by innovation, energy and progress, transforming the lives of people who earn degrees, work and make groundbreaking discoveries here. A dramatic trajectory of growth has turned what was once a small teacher preparation college into an internationally recognized research institution that is changing the world.