The Head & Neck Patient Care Coordinator is an integral member of the Head & Neck Surgery team within the Department of Otolaryngology-Head & Neck Surgery. Patients with head/neck cancer or other serious conditions of the head and neck often receive care from multiple specialists across various departments within Columbia, and this position serves as a consistent, primary point of contact for the patient and family throughout the care experience. The Head & Neck Patient Care Coordinator focuses on: navigating the patient and family across settings and specialties according to the patient care plan; bridging gaps across various specialists, services, and points of care; facilitating and expediting access to care; synchronizing care from initial referral through treatment and follow-up; and ensuring patient understanding of plan of care. The Head & Neck Patient Care Coordinator reports to the Director of Practice Administration and provides day-to-day support to the department's Head & Neck surgeons and to the Nurse Practitioner assigned to the Head & Neck Surgery service in the Department.
Work closely with schedulers, contact new patients and facilitates prompt first appointment.
Assist with collection of records and other materials required for first visit.
Field incoming patient calls.
Answer initial patient questions regarding care process.
Act as ongoing point of patient contact through the care continuum.
Serve as a point of contact to call center to ensure call center is equipped to support calls from Head & Neck patients.
Medical care coordination:
Interact with and liaise among providers and clinical team members across departments and service areas with which the patient will interact.
Ensure timely care is provided according to articulated care plan.
Ensure patient knows next steps and what information is required for them.
Work closely with schedulers to ensure that lab and diagnostic tests, procedures, and other therapeutic interventions are scheduled and performed successfully.
Communicate findings and facilitate referrals, including for supportive care (such as social work and psychological services) and community agency assistance.
Attend treatment planning meetings with MDs.
Identify/anticipate potential barriers (e.g. financial, logistical, personal) to patient adherence to treatment plan and coordinates collaborative effort to troubleshoot.
Coordinate multidisciplinary clinical sessions, including specialized clinic for long-term patients.
Maintain shared database of head & neck patient cancer treatment. Assist patient with inpatient-to-outpatient transition.
Communicate with cancer patients and their families to ensure patients understand care plan, to check on progress, and to help ensure personal concerns are addressed, which may include referral to social work or other resources.
Provide patient and family with relevant educational resources and materials related to treatment plan.
Provide guidance as to what symptoms can be self-managed vs. which require clinical team intervention.
Make follow-up calls to ensure continued patient understanding. Document patient and family response to provided information.
Ensure referrals and hand-offs are performed in a warm and productive manner, with appropriate follow-up and monitoring.
Ensure clinical care team is aware of relevant patient/family communications.
May assist with identifying opportunities for and referring patients to relevant clinical trials. Collaborate with care team to develop new tools and resources to support patient navigation experience.
Identify and monitor program quality metrics relevant to patient access and navigation services. Assist the Nurse Practitioner, the Director of Practice Administration, schedulers, and other practice operations staff by reviewing and responding to patient phone calls and other inquiries and providing other support in the area of patient access and communication.
May accompany providers and patients into exam room setting to assist with coordinating patient care.
Bachelor's degree required or equivalent in education and experience plus four years of related experience.
New York State RN license with oncology experience strongly preferred.
Direct experience providing care to patients as a Registered Nurse or in a similar capacity.
Good communication skills.
Understanding of care coordination across disciplines.
Skilled team player with ability to multitask.
Experience in supporting people with cancer and their families.
Equal Opportunity Employer / Disability / Veteran
Columbia University is committed to the hiring of qualified local residents.
Internal Number: 507130
About Columbia University
Columbia University is one of the world's most important centers of research and at the same time a distinctive and distinguished learning environment for undergraduates and graduate students in many scholarly and professional fields. The University recognizes the importance of its location in New York City and seeks to link its research and teaching to the vast resources of a great metropolis. It seeks to attract a diverse and international faculty and student body, to support research and teaching on global issues, and to create academic relationships with many countries and regions. It expects all areas of the university to advance knowledge and learning at the highest level and to convey the products of its efforts to the world.