Concierge Coordinator

Company Description

Sylvester Comprehensive Cancer Center, part of the University of Miami Health System, is the only NCI-designated academic-based cancer center program in South Florida. We are leaders in cancer research, dedicated to a collaborative precision medicine approach for world-class cancer care. Our diverse patient population drives innovation and personalized treatment strategies.

Role Description

This is a full-time role for a Concierge Coordinator based in the Miami, FL Area. The Concierge Coordinator will be responsible for providing personalized assistance and support to patients and their families, facilitating access to resources, and ensuring a seamless experience throughout their cancer care journey.

Core Job Functions:

• Coordinates the full-cycle of medical services for international or VIP patients by gathering all pertinent data from patient, referring physicians, payers to ensure all needs of the patient and family are met throughout their visit.
• Organizes transportation and lodging for patients transferring to or seeking services at UM facilities including ambulance/air-ambulance services.
• Schedules appointments, registers patients, and verifies insurance coverage.
• Negotiates discount and bundled package pricing, obtains letter of agreement and payments from self-pay patients and other payers within guidelines.
• Follows up with patients and non-contracted payers to collect funds as necessary.
• Serves as after-hour contact for one week on a rotating basis to provide patients assistance with the coordination of services outside of regular business hours.
• Effectively troubleshoots any problem independently and expeditiously.​
• Adheres to University and unit-level policies and procedures and safeguards University asset

​Department Specific Functions 

• Flags patients appropriate for SCCC Friends & Family, VMD, or PAP CORPS 
• Generates report of flagged patients on a daily basis 
• Reviews report with Advanced Practice Provider (APP) and disseminates to designated department/cancer center leaders. 
• Coordinates care for patients flagged as SCCC Friends & Family.  
• Discusses APP case for clinical support. 
• Periodically contacts established patients for follow-up. 
• Is a liaison and support between patient, care team, and department leadership. 
• Refers to financial counselors, social work, or nurse navigation when indicated and to reduce barriers to care. 
• Works with Patient Experience Team for the care of mutual patients and patients requiring service recovery. 
• Collaborates with the International Department on out-of-country patients requiring care. 
• Performs courtesy visits to patients at Sylvester, Tower, or UM satellites. 
• On-call during weekdays and weekends on a rotation basis. 
• Updates data and Power BI dashboard. 
• Provides patients with all required information regarding appointments and payment policies (i.e., parking, cash policies, anticipated charges, required ancillary services, cancellation policy). 
• Refers patients to advocacy groups and other patient support organizations.  
• Troubleshoots insurance and financial concerns with the care team (CIV, utilization review, and CBO) 
• Participates in quality improvement projects/initiatives. 
• Attend community events as requested.  
• Support the Patient and Family Advisory Committee when needed. 
• Other duties as assigned that support the team in the care of cancer patients that is within the scope of this role. 

Official link to apply is below:

https://careers.miami.edu/us/en/job/R100084115/Concierge-Coordinator-UMHC-SCCC-Full-TIme