Covenant Health

Patient Schedule Coordinator

Full Time, 80 Hours Per Pay Period, Day Shift 

Thompson Oncology Group (TOG) is a leader in medical oncology services and provides patients access to all proven, drug-based treatments and the latest clinical trial medicines. Our team of board-certified, fellowship-trained medical oncologists and certified advanced practice providers deliver on-site care and treatment, including chemotherapy, immunotherapy, targeted therapy, and hormone therapy, at affiliated infusion centers throughout our region.

Position Summary:

The Oncology/Hematology Patient Schedule Coordinator (PSC) manages the receipt of referrals to Thompson Oncology Group’s physicians: Hematologist/Medical Oncologists and Gynecologic Oncologists, at seven locations via multiple channels. The PSC locates, assembles, and assesses the patient’s medical records to screen for appropriateness and urgency in conjunction with the medical staff, then completes the assigned intake processes while working with patients, our office staff teams, our partner providers, and others as necessary to coordinate and schedule the patient’s first appointment within defined timelines. The Patient Schedule Coordinator obtains reliable patient contact information, coordinates the insurance verification, and prepares the patient for the first visit then processes both outgoing and incoming new patient paperwork.

Recruiter: Sarah Grey || sgrey1@covhlth.com || 865-374-5271

• Receives and consistently documents new patient referrals from multiple channels according to department processes.
• Triage referrals in conjunction with the medical staff according to workflow algorithms and initiates processes to obtain medical records and all pertinent information to ensure optimal care coordination (medical records, test results, etc.).
• Collects, organizes, and verify patient’s demographic and insurance benefits data to document accurately, including record set-up, in the registration systems (eCare, STAR, Mosaiq).
• Effectively and appropriately communicates with referring providers, clinical staff, multidisciplinary colleagues, patients and other parties.
• Reviews clinic schedules to fill all available appointment slots accurately and in accordance with established clinic-specific guidelines.
• Prepares and provides patient instructions and appointment details orally and in writing as defined by department guidelines.
• Explains and provides new patients with new patient packets per their preferred delivery method in keeping with department guidelines (MedChat, eMail, direct download from website, or mail).
• Demonstrates effective and professional communication skills and call handling, including diffusing upset/distressed customers.
• Demonstrates knowledge of medical terminology.
• Follows policies, procedures, and safety standards. Completes required education assignments annually. Works toward achieving goals and objectives, and participates in quality improvement initiatives as requested.
• Performs other duties as assigned.

Minimum Education:

None specified; will accept any combination of formal education and/or prior work experience sufficient to demonstrate possession of the knowledge, skill and ability needed to perform the essential tasks of the job, typically such as would be equivalent to a high school diploma or GED. Preference may be given to individuals possessing a Bachelor’s degree in a directly-related field from an accredited college or university.

Minimum Experience: 

Experience in a medical setting or high volume customer call center.

Licensure requirements:

None.