Performs a wide variety of patient care activities and accommodative services to support a defined patient population program. Demonstrates excellence in practice, characterized by quality patient care and participation in formal and informal patient and staff education. Reports to program director and works in close cooperation with and under the clinical guidance of the practice physician.

1. Manages patient and program information.
   • Manages patient and program information.
   • Compiles, obtains, and manages records, referrals from outside institutions throughout the United States and Internationally.
   • Telephone and email correspondence with patients and out of town primary care physicians.
   • Manages all pre-operative test scheduling and protocols.
   • Performs outpatient and clinic care coordination among out of network, national and international patients and the appropriate multidisciplinary team.
   • Develops care plans and provides short and long-term services such as education regarding diagnosis, support groups and support services.
   • Serves as a liaison between outside referrals, the families and the providers.
   • Cultivates and maintains effective communications between team members and families to drive the care coordination process and to facilitate continuity of patient care.
   • Oversees scheduling and pre-authorization of all procedures.
   • Secures transport reservations, local accommodations, and out of state travel arrangements as necessary.
   • Work with Finance and legal to develop financial and legal contracts for medical services.
2. Maintains and obtains as appropriate, data required for insurance, research, and other program contracts.
   • Oversees scheduling and pre-authorizations of all admissions to PCH.
   • Creates templates and appeal letters to insurance carriers for maximum reimbursements.
   • Works with patients and families, insurers, institutions, and embassies domestic and international to ensure collation and transfer of appropriate medical records, financial information, review by appropriate providers, financial counselors, and transfer agencies.
3. Patient and Family Satisfaction/ Evaluation of Program.
   • Works with Program Director to develop patient and family satisfaction surveys.
   • Works with outside referring physicians, embassies, institutions to increase patient and family satisfaction.
   • Submits and compiles survey results.
   • Reviews findings with Program Director and support staff.
   • Conducts protocol revisions and /or process development as a result.
4. Performs miscellaneous job related duties as requested.

Mission

To advance hope, healing and the best healthcare for children and their families

Vision

Phoenix Children's will be the leading pediatric health system in the Southwest, nationally recognized for exceptional care, innovative research and advanced medical education.

We realize this vision by:

• Offering the most comprehensive care across ages, communities and specialties
• Investing in innovative research, including emerging treatments, tools and technologies
• Advancing education and training to shape the next generation of clinical leaders
• Advocating for the health and well-being of children and families

Values

• We place children and families at the center of all we do
• We deliver exceptional care, every day and in every way
• We collaborate with colleagues, partners and communities to amplify our impact
• We set the standards of pediatric healthcare today, and innovate for the future
• We are accountable for making the highest quality care accessible and affordable