Under direct supervision of the Access Nurse Manager, the Access Nurse will ensure that ambulatory patients are seen in a timely manner by the appropriate clinician(s) within the Massachusetts General Hospital Neurology Department, and that appropriate coordination of care and communication is maintained with the patients and referring physicians. She/he will also serve as a liaison between the MGH physicians and the referring physicians. This individual will be asked on occasion to represent the Neurology Department at internal and external events by educating the public about Neurological Disease, while promoting the Neurology Department's services. A primary goal of the Access nurse is to ensure exemplary customer service for patients and referring physicians.
PRINCIPAL DUTIES AND RESPONSIBILITIES:
Working closely with Massachusetts General Hospital Neurology Department physicians, and their clinical and support staffs, is responsible for directing and coordinating outpatient referrals to the appropriate physician and/or disease-specific program
Participates in the management of the outpatient referral system for referring clinical professionals from within the MGH/Partners system, and from the regional, national, and international clinical community.
Triages care to appropriate specialist and/or disease-specific program for patients and/or referring providers who call independently.
Reviews collected medical information, and will inform Access Office support staff if additional records and/or films are needed.
Provides clinical triage for each referral, directing referral to the most appropriate physician, within the appropriate timeframe.
Coordinates outpatient appointments with appropriate physician and/or disease-specific program.
Ensures timely access for patients into the system.
Communicates anticipated patient needs to appropriate physicians, nurses and other clinicians.
Maintains familiarity with the activities and interests of the Institute's physicians and disease-specific programs in order to provide the most appropriate triage.
Maintains familiarity and a close working relationship with the physicians and their clinical and support staffs to facilitate timely and effective communication and scheduling.
Promotes direct and timely access and problem solving for urgent clinical situations.
Identifies and helps to resolve service delivery problems, under the guidance of the Nurse Manager, and recommends methods to improve and streamline services.
Works with MGH Neurology Department's physicians, nursing staff, support staff, and administrators, to establish processes for prompt resolution of complaints.
Ensures exemplary customer service, by providing consistent communication to the referring physicians/centers/clinicians and patients.
Is responsible for developing and maintaining relationships with new and existing referring physicians, their clinical and support staff.
Routinely communicates with referring clinicians to establish effective networking
Identifies and summarizes referring physician/center/clinician needs to the Nurse Manager
Follows-up on all requests to ensure a high level of customer satisfaction for patients and referring physicians.
Helps to orient new physicians and their clinical and office staff to the Institute's Outpatient Access Program.
Acts as a resource to other clinical specialties.
Under the direction of the Nurse Manager, will represent the Neurology Department by participating in community outreach events, providing education and promoting the Neurology Department.
Disseminates information about the Neurology Department's services to the internal and external community.
Provides patient education materials (with assistance from MGH Marketing) as a means to enhance referral volume.
Other Participates in MGH and Partners quality initiatives.
Helps to maintain tracking systems to determine program effectiveness, with support from IS and PHS Specialty Services Development Reports and documents all physician questions, concerns, complaints, and resolutions.
Meets routinely with Nurse Manager to report on activities, referral patterns, customer satisfaction, problems, and recommendations.
SKILLS & COMPETENCIES REQUIRED:
Professional Knowledge: Clinical knowledge to enable effective interactions and communications with clinicians, healthcare administrators, and marketing professionals.
Time Management: Exceptional organizational skills and ability to prioritize effectively and complete tasks; Flexibility to handle multiple tasks and referral volume.
Leadership: Highly motivated, independent and capable of performing in a complex environment; Strong sense of initiative and perseverance to carry through to completion of referrals; Demonstrates forthrightness and integrity. Interpersonal/communication: Excellent interpersonal, written and oral communication, and public speaking skills; Good command of English language, including medical and scientific terminology.
Information Systems/Technology Skills: Exceptional computer skills (including operating systems, word processing, database, electronic mail, Internet, spreadsheets, and other office management systems); Ability to maintain databases and associated analysis and reporting.
Quality Assurance: Skills to work efficiently and effectively and strive to do so in all aspects of position
Critical Thinking/Decision Making: Ability to appropriately evaluate all aspects of a situation and to independently make appropriate and timely decisions.
Personnel Management: Ability to coordinate among diverse constituents.
Discretion and Confidentiality: Ability to handle sensitive and confidential matters discreetly and to ensure confidentiality guidelines are maintained by staff.
Safety/Compliance: Knowledge in aspects of safety applicable to position; Knowledge of and compliance with institutional, JCAHO, HIPAA, and other regulatory bodies' standards.
LICENSES, CERTIFICATIONS, and/or REGISTRATIONS:
Licenses required: Licensure as a Registered Nurse in the Commonwealth of Massachusetts.
EDUCATION: Check boxes that best describe the minimum and preferred education requirements.
Bachelor's Degree in Nursing required.
EXPERIENCE: Indicate the required and preferred (optional)amount and type of experience.
Required: Minimum of five years of clinical experience including a minimum of three years of Neurology and/or related experience.
Communications experience desirable
Experience in Critical Care preferred
SUPERVISORY RESPONSIBILITY (authority to hire, promote, or terminate):
No direct supervisory responsibilities; however, is responsible for working with groups of individuals at all levels of the organization in arranging for patient access, and in conducting day-to-day responsibilities
Responsible for prudent fiscal management of program resources (e.g. supplies, telephones, etc.).
Normal office conditions. May require occasional travel, when needed to represent Neurology Department services in the community. Office/Ambulatory care setting. Some work may be performed remotely.
Massachusetts General Hospital is an Equal Opportunity Employer. By embracing diverse skills, perspectives and ideas, we choose to lead. Applications from protected veterans and individuals with disabilities are strongly encouraged.