Clinical Program Coordinator (H) Full Time - Laser Vision Center - Bascom Palmer Eye Institute - Palm Beach Gardens, FL
University of Miami

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The University of Miami, Bascom Palmer Eye Institute has an exciting opportunity for a Clinical Program Coordinator in Palm Beach Gardens, Florida. This position serves as a coordinator for internal and external information regarding Refractive surgery procedures at Bascom Palmer Eye Institute (BPEI). The person who occupies this position will perform duties under minimal supervision and may provide direction and instruction to the support staff.

CORE JOB FUNCTIONS

• Evaluates program effectiveness, analyzes results, and recommends appropriate action.
  
• Coordinates program activities with other program, department or staff activities, ensuring optimum efficiency.
  
• Trains, develops, and empowers staff to effectively perform their jobs.
  
• Acts as a main point of contact for project funders, advisors, speakers, and participants, and recruits program participants, members, and volunteers.
  
• Develops cooperative relationships with patients and families by projecting a positive image and creating a professional atmosphere.
  
• Develops program communications and promotional literature for distribution, including newsletters, brochures, and flyers.
  
• Prepares periodic reports, financial statements, and records for management or outside agencies.
  
• Maintains patient confidentiality as well as the confidentiality of hospital business information.
  
• Oversees the maintenance of established supply levels in unit and supply rooms.
  
• Adheres to University and unit-level policies and procedures and safeguards University assets.
  

This list of duties and responsibilities is not intended to be all-inclusive and may be expanded to include other duties or responsibilities as necessary.

CORE QUALIFICATIONS

Education:

Bachelor's degree in relevant field

Experience:

Minimum 2 years of relevant experience

Knowledge, Skills and Attitudes:

• Ability to communicate effectively in both oral and written form.
  
• Ability to handle difficult and stressful situations with professional composure.
  
• Ability to maintain effective interpersonal relationships.
  
• Ability to understand and follow instructions.
  

DEPARTMENT ADDENDUM

Department Specific Functions

• Counsels patients regarding LASIK, Cataract, cross linking and other procedures and premium options available to them.
  
• Develops a personal relationship with patient by providing one on one customer care, exceptional follow through and a desire to meet and exceed each patient's experience.
  
• Performs light marketing duties to include creating social media content, soliciting testimonials, and explaining to patients UHealth promotions.
  
• Must possess the ability to understand generational factors in individualized approach with patients.
  
• Monitors and tracks patient referral program including sending gifts and thank you cards upon completion of procedures.
  
• Tracks inventory of gifts and thank you cards, reorders gifts and cards when stock is low.
  
• Performs routine patient satisfaction surveys sent to all patients' one week post procedure.
  
• Conducts follow- up via phone two weeks post procedure if survey not received survey as gentle reminder. Tracks and maintains statistics regarding surveys.
  
• Monitors, tracks and reports on goal of Premium IOL conversions and LASIK.
  
• Educates, tracks, and reports on the femtosecond laser for surgery in the ASC.
  
• Logs and tracks responses from patient re: information inquiries via both phone and internet on a daily basis to include tracking of all conversions to consultations, bookings and non-bookings.
  
• Maintains statistical analysis updated daily provided to management without notice.
  
• Completes counseling post consultation to explain vision correction options, discuss risks and benefits in laymen's terms, coordinates payment and financing options, completes consent and other required documents, answers questions, schedules procedure and post-operative care.
  
• Maintains LASIK Surgery schedules.
  
• Emails patient one week prior to procedure describing details, expectations of BPEI the day of procedure, and answer any additional patient questions.
  
• Calls all patients 24 hours prior to procedure as reminder call to patient detailing procedure day.
  
• Conveys excitement to patient about procedure and answers any additional questions.
  
• Makes recapture calls for non-booked procedures, thank you calls for booked procedures, and send thank you cards after surgical procedures.
  
• Functions as procedure day BPEI Lasik Center Concierge:
  
• Greets patients on LASIK procedure day as needed with check-in and educational counseling.
  
• Provides water and snack to patient.
  
• Explains to patient exactly what to expect during their time at Center.
  
• Greet family or friends accompanying patient, offers beverage and snack and inquires about their comfort.
  
• Provides a list to surgeon post procedure for surgeon call to patient on evening of procedure.
  

Department Specific Qualifications
EDUCATION:
High school diploma or equivalent, plus some college or technical training.

EXPERIENCE:
Minimum one year in an outpatient ambulatory setting and/or outpatient department. Ability to deal effectively with the public, physicians, staff and insurance company representatives.

DESIRED BACKGROUND:

• Experience in marketing is a plus.
  
• Sales and customer service background a must!
  
• Previous experience in the vision care field.
  
• Prefer experience working with physicians.
  
• Prefer knowledge of Lasik procedures and scans.
  
• Ability to communicate with patients, co-workers, supervisors, and physicians is critical.
  
• Position requires good understanding of ophthalmology, ophthalmic practices and patient care.
  
• Ability to assess common safety hazards and takes precautions to establish a safe work environment. Minimum Demonstrated Skills:
  
• Confidence and poise in verbal communication, both in person and over the phone with physicians, employees, patients, and outside associates.
  
• Able to work successfully in and contribute to a team-oriented, cordial, and professional environment.
  

The University of Miami offers competitive salaries and a comprehensive benefits package including medical, dental, tuition remission and more.

UHealth-University of Miami Health System, South Florida's only university-based health system, provides leading-edge patient care powered by the ground breaking research and medical education at the Miller School of Medicine. As an academic medical center, we are proud to serve South Florida, Latin America and the Caribbean. Our physicians represent more than 100 specialties and sub-specialties, and have more than one million patient encounters each year. Our tradition of excellence has earned worldwide recognition for outstanding teaching, research and patient care. We're the challenge you've been looking for.

The University of Miami is an Equal Opportunity Employer - Females/Minorities/Protected Veterans/Individuals with Disabilities are encouraged to apply. Applicants and employees are protected from discrimination based on certain categories protected by Federal law. Click here for additional information.

Job Status:
Full time

Employee Type:
Staff

Pay Grade:
H6

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