NMDP · 17 hours ago
Patient Care Operations Coordinator Zion, IL
Chicago, IL
Full-time
Onsite
Entry, Mid Level
$60K/yr - $75K/yr
2+ years expNMDP is a healthcare organization focused on donor collection and cellular therapy. They are seeking a Patient Care Operations Coordinator who will manage donor collection activities, ensuring a smooth experience for donors throughout the collection process, from scheduling to post-collection support.
Health CareHealth DiagnosticsMedicalMedical Device
Responsibilities
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
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
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, deliver 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-specific tasks, including collaborating on urgent donor transfers or adverse events, compiling and completing necessary documentation, and communicating relevant updates
Compile medical and laboratory documentation and accurately submit required data into appropriate NMDP systems within designated timelines
Work closely with AC/CC staff to ensure continuity of care and contacting donor post donation as needed
Promptly resolve or escalate billing issues to ensure donors do not receive bills and accurately manage and code business credit card expenses
Codes expenses for donor meals and center expense processing
Maintain strong working relationships and deliver a high level of customer service to donors, DC & AC/CC teams to foster a cooperative and supportive network
Address and resolve donor & collection concerns promptly and professionally, ensuring clear and concise communication, demonstrating a sense of urgency and responsiveness in all interactions
Ensure compliance with data privacy and confidentiality principles for handling donor and patient information
In collaboration with NMDP subject-matter experts and department leadership, execute defined operational processes and workflows to support organizational objectives and cross-functional initiatives
Ensure adherence to established protocols and procedures with clear documentation while maintaining a focus on accuracy, experience and timeliness
Work closely with NMDP leadership and AC/CC leadership to resolve operational challenges, identify opportunities, and make recommendations for improvement
Participate in shared team responsibilities and staff back-up, ensuring optimal coverage of donor and collection activity
Flexibility to work occasionally outside of core business hours such as evenings, weekends and holidays
Perform other duties as assigned
Qualification
Required
Knowledge of medical terminology and general clinical understanding of cellular therapy
Data privacy and confidentiality principles for handling donor and patient information
Robust understanding of effective customer service principles
Multiple software applications, including Microsoft Office
Professional oral and written communication skills
Ability to communicate effectively both orally and in writing
Demonstrate strong attention to detail, accuracy, and organizational skills
Multitask and manage multiple donors in a fast-paced environment
Work under urgent circumstances with high-demand partners
Utilize multiple resources to make informed decisions
Quickly identify and implement solutions to address donor experience and day of collection challenges
Build strong relationships with internal and external stakeholders
Collaborate cross-functionally with multiple teams
Adeptly navigate multiple software applications, including Microsoft Office (Outlook, Excel, OneNote), Salesforce, Looker, Webex, and SharePoint
Bachelor's degree in healthcare administration, business or a related field; equivalent experience may be considered
Two or more years of experience in healthcare coordination, patient care coordination, medical office manager, or related experience
Progressive customer service and/or patient care experience in a healthcare setting
Demonstrated growth in a previous service and relationship driven role
Exposure to medical terminology, case-note documentation, and medical histories
Preferred
Experience working in a regulated environment to include a demonstrated knowledge of Good Tissue Practices (GTP)
At least two years of experience working in NMDP operations
Bilingual skills are desirable
Benefits
Medical
Dental
Vision
Life and disability
Accident/critical illness/hospital
Well-being
Legal
Identity theft
Pet benefits
Retirement
Paid time off/holidays
Leave
Incentive plans
Company
NMDP
NMDP is a non-profit organization that specializes in cell therapy, offering treatments and cures for blood cancer and disorders.
1001-5000 employees
Funding
Current Stage
Late StageLeadership Team
Jessica Kowal
Chief Philanthropy Officer
Recent News
2026-01-11
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