Pediatric Program Coordinator Lead

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The Pediatric Cardiology Program Coordinator for the UCSF Pediatric Specialties provides individualized assistance and support to patients throughout their care with the Pediatric Heart Center, serving as a resource and advocate for pediatric patients and families while they are going through the journey of diagnosis, treatment, and recovery. The service is offered to pediatric patients from their initial visit to their ongoing post-treatment appointments after discharge and ongoing monitoring throughout the patient’s pediatric life. The Pediatric Cardiology Program Coordinator's primary goals are to increase patient satisfaction and to optimize care and outcomes. S / he acts as a communication liaison to understand the patient's non-clinical individual needs, desires, and concerns. S / he guides the patient and family to a broad range of services, amenities, and information to promote healing and ensure satisfaction with the patient care experience.

The Pediatric Cardiology Program Coordinator provides patient care coordination by serving as a communication bridge, when needed, between the patient, family, and the practitioners and services s / he may require during their treatment. This involves developing expertise in the operations and systems underlying all service areas directly or indirectly related to Cardiology, including UCSF interdepartmental support for patients receiving care outside of Cardiology Services. The position requires self-initiative, as well as exceptional social skills and emotional intelligence in order to support patients with a wide variety of psycho-social needs and the ability to effectively communicate with faculty and staff throughout the clinical enterprise. To be effective in the position, the Pediatric Cardiology Program Coordinator shall remain current on ambulatory care protocols that affect patients’ post-discharge care on an outpatient basis.

This position is a vital and integral part of the patient-centric care mission and direct patient education efforts of UCSF Pediatric Cardiology. It is the common goal of these programs to ensure patients have full, equitable, and convenient access to the clinical services cross-bay they require and to the health education information needed to make informed decisions about their care.

Required Qualifications

• Bachelor’s degree or equivalent experience in health care environment (3 years)
• Strong knowledge of Patient Rights & Responsibilities, Joint Commission standards, and Centers for Medicare / Medicaid regulations. Knowledge of Medical Terminology. Strong knowledge of data collection, compilation, and analytical techniques.
• Strong skills to comprehend and assess patient's grievances to quickly locate appropriate resource for assistance. In-depth knowledge of the organization and how to get issues resolved.
• Strong interpersonal and customer service skills. Ability to communicate and resolve issues effectively with a diverse population of patients, staff, and physicians. Ability to communicate effectively, both over the telephone and directly in person.
• Excellent analytical and problem-solving skills. Ability to develop solutions and recommend changes and follow through with implementation.
• Excellent written and verbal communication skills.
• Proficiency with Windows-based software including Microsoft Word, Excel, Outlook. Knowledge of computer systems and software used in functional area.

Preferred Qualifications

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