什么是一个耐心的服务协调办？

克里斯Cuchapin感到自豪的是第一面一个患者和家属看到当他们访问MD安德森。

As a patient services coordinator in Diagnostic Imaging, Cuchapin checks patients in at the front desk and keeps them updated on the status of their appointments while they wait.

After several of his family members were diagnosed with the disease, he joined MD Anderson to try to make a difference in the lives of cancer patients and their families. Inspired by his family's experiences, he does his best to make our patients feel welcome. You often can find him handing out warm blankets and coffee, and when he has time, strumming on his ukulele.

"I remember my family saying how they appreciated it when a hospital felt more like a home," he says. "I just want to do my best to brighten patients' days and let them know I'm here for them."

The backbone of MD Anderson
Patient services coordinators balance requests from the entire care team, patients and family members.

"They're the backbone of MD Anderson in a lot of ways," says Elizabeth Lottinger, a Human Resources consultant. "They often set the stage for what the patient experience is going to be."

他们的职责，这取决于他们在MD安德森工作有所不同。他们的职责可包括安排约会;进入医生的药物，测试和程序的命令;回答患者的问题提交给我们的健康信息专家调度问题;和应对非医疗请求。

Often compared to jugglers and air traffic controllers, our patient services coordinators help keep the flow of a clinic or center in check while also directing our employees and our supplies where they need to be.

Scheduling appointments is far more complex than it seems, Neicy Leonard shares. A patient services coordinator in our大肠癌中心, she compares it to playing chess.

不幸的是，仅在一天，供应商可以看到患者有一定的小时数。和某些扫描，测试和程序必须发生在一个特定的顺序，往往前一个病人就诊。

“这可能是一个挑战，有时，”伦纳德说。“你必须有一个战略，并能够区分的请求。”

To add to the complexity of scheduling, a patient's availability often depends on outside factors, like his or her work schedule, ability to find child care, transportation and insurance clearance.

“它可以是一个紧张和痛苦的时候，”辛西娅巴伯，谁在我们的头颈中心工作说。“这让患者知道他们的保健是一个优先事项，我们会尽一切努力来协调他们的约会，试图缓解一些他们可能遇到的焦虑是很重要的。”

巴伯和我们的其他病人服务协调员尽量满足患者的要求约会，他们往往也会给患者的直接电话号码更方便。他们还发现机会，让患者在这里花更少的时间，像重新安排清晨任命更接近下午一点。

"You have to try to do all you can to make it easier on the patient," Barbour says. "When patients say thank you for helping them out, that's the best feeling."

A common focus
而大约600病人服务协调员s spread out among our centers and clinics have varied roles, they all share a common focus: our patients and their families.

Josh Becerra in Nursing P8 is accustomed to receiving a host of different questions from patients and family members. Whether they're looking for the cafeteria or a copy of their bloodwork, Becerra has the answers or can find someone who does.

He also enjoys listening to patients and being a sounding board.

“我从世界各地遇到了很多有趣的人，”他说。“从火箭科学家牧场主，他们都只是找人谈话或提供支持。”

Leonard supports our patients even when they've left MD Anderson.

“我喜欢寄圣诞卡给谁住自己或定期调用在那些已经经历一个困难时期谁检查的病人，”她说。“我可以告诉的人谁关心他们提升他们的精神是听证会。”

这个故事最初出现在Messenger中，MD安德森双月刊员工发布。