Patient Experience Specialist- Onsite at MedStar Georgetown University Hospital, Washington, D.C.

Job Description

POSITION SUMMARY:

This position, local to or located at an NMDP apheresis center (AC) or marrow collection center (CC), coordinates all aspects of managing and preparing a donor's collection and donation day experience.

Key responsibilities include managing NMDP donor collection needs throughout the workup and collection process, to include scheduling, reviewing medical clearance documentation, and ensuring the success of all collection day activities.

Working closely with donor centers (DC) and AC/CC staff, this non-clinician position ensures an optimal donor experience.

ACCOUNTABILITIES:

Scheduling Operations:


* Coordinate clinical scheduling (i.e.

collections, physical exams) between NMDP central scheduling and the AC/CC which includes intake of initial donor collection scheduling requests, postponements, reschedule and cancelation requests


* Work closely with central scheduling and AC/CC staff to track and report capacity changes, ensuring center calendars are consistently updated for accurate availability, and advises of any adjustments to be made


* Anticipate and navigate complex situations such as urgent requests and transfer requests for contingency situations such as inclement weather or emergent need for a central line collection, using knowledge of center capabilities and unique donor needs to quickly identify ideal options for donors.

Pre-Collection Activities:


* Serve as the initial point of contact for donor medical clearances, ensuring all documents are accurate and complete before forwarding them to the medical director, proactively managing the process to meet critical timelines


* Act as the liaison between NMDP operations and the AC/CC team for non-clinical donor and collection questions.


* Collect relevant medical documentation through review of questionnaires, exams, and labs to prepare donor charts in anticipation of potential MD requests that require expedited clearance


* Obtain appropriate donor and collection documents to ensure the day of collection goes smoothly and efficiently.


* Contact donors prior to their day of collection for introductions and prepare the donor for what to expect based on specific center and any unique circumstances regarding the donor.

Day of Collection Activities:


* Identify and support donor and/or companion needs, acknowledging their feelings and making their day enjoyable and memorable.


* Using knowledge of the collection process, the center's offerings, and the donor's unique needs, d eliver excellent customer service throughout the collection day by greeting donors and companions, getting them settled in comfortably, ordering meals, and answering any questions the donor or their companion may have.


* Provide ongoing support to AC/CC staff throughout the donation process, allowing them to focus on the donor's collection and safety.


* Proactively, or at the request of AC/CC staff, handle various center-specifi...