Improving Patient Access: Insights from Experienced Biologic Coordinators feat. Shayli Naglekirk

In this episode, Shayli Nagelkirk shares her journey of being a Biologic Coordinator for 20 years and discusses how she got into the field and the history and responsibilities of the biologic coordinator role. This is bio coordinator 101. In this episode, Shayli Nagelkirk and That's Derm Good host Janelle Ball, discuss the importance of healthcare professionals being present and available to patients is emphasized. Shayli discusses the significance of establishing a connection with patients and assuring them that healthcare professionals are there to support them. This can be achieved through various means, such as introducing oneself and providing contact information, either through a welcome call or in person by giving out business cards. The goal is to ensure that patients feel supported and not alone in their healthcare journey.Challenges of Working in HealthcareThe episode also addresses the challenges healthcare professionals face in providing comprehensive education and support to patients. It acknowledges that healthcare offices can be busy, with medical assistants having multiple responsibilities. Shayli Nagelkirk explains the importance of healthcare professionals taking on the responsibility of educating patients about their treatment processes and ensuring they are well-informed. This may involve contacting patients remotely or taking a few minutes during an in-person visit to provide the necessary information. By taking on this role, healthcare professionals can set their patients up for success and ensure they receive the best possible care."I've had people that are literally like, oh my gosh, I didn't even know that there were other people out there like me. Like, let's sit down, let's talk, tell me about your process. I'm going to tell you about mine," shared Shayli Nagelkirk on the That's Derm Good podcast.
The Power of Patient and Staff EducationIn this episode, Shayli always reminds the audience of the crucial role of patient compliance and education in achieving successful outcomes. They emphasize that patients must be compliant and knowledgeable about their treatment to thrive and improve their health. Patients actively participate in their medical care by continuing to get refills, answering phone calls, and staying onboarded to maintain compliance. "But like they have to take a stand as well as a patient and know that this medication is a process and they're part of that process," emphasized Shayli Nagelkirk in Episode 3 of the That's Derm Good! podcast.Education must impact the office staff and biological coordinators too. the office staff can push and prod the patients while only providing a certain amount of information and education. Both Janelle and Shayli agree that it is important to establish a process that sets patients up for success. This involves educating the office staff on the process and ensuring they have all the necessary information to educate patients properly. The participants also acknowledge their own role in educating patients, as they often need to reach out and ensure patients are aware of the details of their treatment."Sometimes when the office is helping, we're like double doing things," explained Shayli Nagelkirk in Episode 3 of That's Derm Good!Healthcare professionals must often navigate complex processes, such as dealing with insurance companies or specialty pharmacies and waiting for prior authorizations. The ability to multitask, remain patient, and have a deep understanding of the processes is crucial for success in these roles.
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