Patient Services

1.0 FTE, 8 Hour Day Shifts

Lucile Packard Children's Hospital Stanford is the heart and soul of Stanford Children’s Health. Nationally ranked and internationally recognized, our 311-bed hospital is devoted entirely to pediatrics and obstetrics. Our six centers of excellence provide comprehensive services and deep expertise in key obstetric and pediatric areas: brain & behavior, cancer, heart, pregnancy & newborn, pulmonary and transplant. We also provide an additional, wide range of services for babies, kids and pregnant moms.

Job Summary

This paragraph summarizes the general nature, level and purpose of the job.

The Intake Coordinator prepares patient charts and scores responses online for behavioral and development forms in preparation for visit with psychologists/providers. Ensures that for development consults, all protocols, questionnaires and evaluations are completed by parents and teachers. Evaluates completeness and complexity and escalates crisis situations to Nurse Coordinators. This role schedules and registers new patients and performs all functions required to ensure that patients have appropriate authorization for visits. Collaborates with authorization teams for complex authorizations. Determines the correct ICD-9 and CPT codes for patient services when necessary.

Essential Functions

The essential functions listed are typical examples of work performed by positions in this job classification.  They are not designed to contain or be interpreted as a comprehensive inventory of all duties, tasks, and responsibilities.  Employees may also perform other duties as assigned.

Employees must abide by all Joint Commission Requirements including but not limited to sensitivity to cultural diversity, patient care, patient rights and ethical treatment, safety and security of physical environments, emergency management, teamwork, respect for others, participation in ongoing education and training, communication and adherence to safety and quality programs, sustaining compliance with National Patient Safety Goals, and licensure and health screenings.

Must perform all duties and responsibilities in accordance with the Service Standards of the Hospital(s).

Coordinates and performs triage of all incoming referrals per decision tree algorithm related to the diagnostic question, NICU history (for evaluations over age 10 years) and patient’s age to determine: a) whether meets program guidelines for service, b) to fulfill authorization requirements regarding diagnostic question, c) to guide scheduling for which providers and type of evaluation or clinic visit is needed. Will consult with Nurse Coordinators as needed and escalate complex referrals to them.

For internal referrals - reviews patient chart and physician notes to determine the type of service/evaluation needed. Requests additional information from the family or provider to determine what service is needed (previous evaluations or individualized education plan) and ensures the right type of provider is scheduled for the patients and in the sequence required if seeing multiple providers on the team.

For external referrals-reviews physician report and referral request along with the developmental Questionnaire if over age 3 years to determine if the referred patients meets the criteria for scheduling a visit at Packard based on established guidelines/checklist. Contact Referring physician for additional information as required.

For internal High Risk Infant Follow-up Referrals (LPCH NICU)-ensure that medical eligibility criteria are known. If patient was born premature calculate adjusted age to schedule within the age window mandated by California Children’s Services (CCS).

For external High Risk Infant Follow-up Referrals (joint venture NICU contracts)-ensure that medical eligibility criteria are known. If patient was born premature calculate adjusted age to schedule within the age window mandated by California Children’s Services (CCS). Follow-up on receipt of NICU discharge summary to prepare for HRIF visit.

For all CCS HRIF eligible referrals – ensure that standard registration is completed in the CPQCC/CCS HRIF database and that information for tracking is entered into the Site of Care database.

Contacts family to facilitate referrals to other community resources if service requested/needed is not provided by Developmental-Behavioral Pediatrics.

Monitors referral queues for internal service line and PCHA referrals, and external community referrals. Reviews “MyChart” (system for families to connect with clinics) and routes referrals as appropriate.

Obtains all necessary information to complete a Level 5 diagnostic developmental and behavioral evaluation, including: developmental questionnaire with 4 elements of the history of present illness, review of 10+ systems, family and social history, educational and community service history, multiple behavioral rating scales from the parents and teachers.

Educates patient families regarding assessment process, scheduling and billing systems.

Counsels families regarding any insurance denials about options for appeal, mental health parity laws and resources for advocacy.

Acts as a master scheduler and maintains all scheduling for new and returning patients. Develops scheduling templates and monitors the weekly occupancy for each provider. Communicates scheduling availability to support staff with the intent of maximizing occupancy.

Coordinates and tracks information on all patient receiving care based on grants and research studies. Responsible for billing and invoicing responsible parties.

Ensures optimal scheduling to arrange for coverage for both Psychologists as well as Physicians depending on the type of referral received. Arrange for consultation by speech pathologists as part of the diagnostic evaluation on the clinic visit day.

Accurately receives telephone refill orders for medications and sends those to medical providers.

Facilitate referrals to the Early Start Program, the Regional Center, CCS Medical therapy program and private community services.

Follow-up with families who have missed HRIF appointments.  Collect documentation of the reason for missed appointment and complete CCS data forms for client not seen tracking. When unable to reschedule, work with Nurse Coordinator to develop a plan of action for getting the infant or child into the HRIF program.

Coordinate referrals for HRIF patients from out of the area to CCS approved HRIF programs. Provide coordination among the HRIF program and the infant’s primary care physician, specialists, and County CCS Program or Regional Office, when appropriate.

Generate reports and statistics as requested.

Performs all administrative functions with respect to maintaining and ordering equipment and psychological testing protocol supply. Handles all requests or tickets that need to be generated for IT (Information Technology) issues as well as paging system. Works with facilities management for all office facilities requests/issues.

Minimum Qualifications

Any combination of education and experience that would likely provide the required knowledge, skills and abilities as well as possession of any required licenses or certifications is qualifying.

Education: High School Education

Experience: Three (3) years of directly related work experience

Licensure/Certification: N/A

Knowledge, Skills, and Abilities

These are the observable and measurable attributes and skills required to perform successfully the essential functions of the job and are generally demonstrated through qualifying experience, education, or licensure/certification.

Ability to maintain confidentiality of sensitive information

Ability to speak and write effectively at a level appropriate for the job

Ability to work well with individuals at all levels of the organization

Knowledge of computer systems and software used in functional area

Knowledge of federal and state laws related to area of responsibility

Knowledge of Medical Terminology

Knowledge of Medicare, Medi-Cal, Workers Comp, Managed Care (HMO, PPO, POS, etc Children's Health Programs (CCS, etc )

Physical Requirements and Working Conditions

The Physical Requirements and Working Conditions in which the job is typically performed are available from the Occupational Health Department. Reasonable accommodations will be made to enable individuals with disabilities to perform the essential functions of the job.

Lucile Packard Children’s Hospital Stanford strongly values diversity and is committed to equal opportunity and non-discrimination in all of its policies and practices, including the area of employment. Accordingly, LPCH does not discriminate against any person on the basis of race, color, sex, sexual orientation or identity, religion, age, national or ethnic origin, political beliefs, marital status, medical condition, genetic information, veteran status, or disability. Women and men, members of all racial and ethnic groups, people with disabilities, and veterans are encouraged to apply.

Show more