Patient Serv. Coord. III at Massachusetts General Hospital(MGH) in Boston, Massachusetts

Job Description:

GENERAL SUMMARY/ OVERVIEW STATEMENT:


Under direct supervision of the Administrative Manager of IR, the individual will be responsible for coordinating care as directed by the IR service. Drawing on a broad understanding of hospital practices and policies and displaying a high degree of initiative and independent judgment, the incumbent will provide administrative support to the IR practice by coordinating clerical and administrative aspects of the practice. This includes scheduling patient appointments for procedures, Evaluation and Management appointments or clinic visits, imaging exams, and other diagnostic testing as required by the Interventional Radiology Practice and in accordance with departmental policies and protocols. The individual will provide exceptional customer service and be involved in review and action planning based on NRC feedback. They are to be proficient in troubleshooting problems as they occur and function as the liaison to other hospital departments. Requires discretion and judgment to organize priorities and completing tasks.


PRINCIPAL DUTIES AND RESPONSIBILITIES:


Responsible coordinating Interventional Radiology care, including scheduling/rescheduling, triaging telephone calls, work queue management, in-basket messaging, and email management.


Responsible for scheduling and coordinating IR care beginning with referral, including Clinic eConsult, Diagnostic Testing, Procedure Scheduling, and Follow Up care according to department protocols and providers' schedule.


Assists patients with questions and coordinates necessary resources including transport, interpreters, and other ancillary services.


Possesses an understanding of the workflow and process around insurance authorization for procedures and provides related customer service.


Provides customer service to internal and external customers of the MGPO ambulatory practices, including vascular ctr, renal program and the multi-discipline clinics. Supports ongoing communication and provides service recovery as needed with patients and referring services.


Responds to requests for change that will improve conditions for IR patients by consulting with the Clinical Director of IR and Physician's Assistant Manager to ensure a clear directive and positive outcomes.


Reviews provider schedules to ensure efficient utilization of available clinic and Procedure room time and backfills cancelled/no-show appointments as needed. Provides patient outreach resulting from provider schedule changes to reschedule appointments.


Reports all clinic issues relative to interaction with referring services and other ambulatory practices in the hospital and outside facilities to the Clinical Director and Physician's Assistant Manager.


Assists in managing Inbasket messages for a designated pool of IR providers.


Coordinates, types, proofreads, and edits office notes, letters, memos, and correspondence at the highest level of proficiency.


Serves as a liaison to communicate patient needs/feedback with appropriate clinical team.


Reviews and verifies patient chart encounters as it relates to patient consult, required imaging, referrals, and follow-ups.


Liaison between Environmental Services, Buildings and Grounds, Information technology as it relates to care/cleanliness of the environment and ensuring optimal performance of office devices/equipment.


In collaboration with the Admin Manager, keeps track of and replenishes office supplies to appropriate inventory levels in the department as needed.


With direction from the Admin Manager, helps develops and improves competency based training programs for area. Trains and orients new administrative staff.


Provides cross-coverage during unexpected and scheduled absences.


Demonstrates flexibility and adapts to shifting priorities in response to the needs of patients, providers, and colleagues.


Provides patients with clear explanations about appointment requirements, instructions, and clinic policies and procedures.


Prioritizes workloads; evaluates and standardizes operating procedures and effectively troubleshoots and resolves issues as they arise.


Designs, coordinates, and maintains all confidential files (this may include files to be organized for medical records as well as division or clinic specific charts/files).


Triages phone calls/pages/Vocera messages; reviews incoming correspondence and forwards to appropriate persons as needed.


Where appropriate helps prepare grant proposal submissions, budgets and justifications for Principal Investigators. Maintains on-going forecast of available funds throughout grant period and recommends adjustments, if necessary.


Performs other duties that are division-specific and appropriate for position level.


Using NRC data may assist with projects aimed at improving patient experience and patient satisfaction surveys.


May assist leadership with ad-hoc projects as needed.



Qualifications

SKILLS/ABILITIES/COMPETENCIES REQUIRED:


Adheres to/Maintains confidentiality and privacy consistent with HIPAA guidelines


Typing 55 to 65 WPM preferred


Intermediate to advanced computer skills preferred


Excellent command of English language


Ability to work independently as well as part of a team


Hearing/listening acuity and attention to detail


Time management skills: Ability to prioritize workload and multitask


Excellent communication and organizational skills


Outstanding customer service skills as it applies to patients, families, providers, and referring physicians


EDUCATION:


Bachelor's Degree in Business or related field preferred


EXPERIENCE:


Minimum of 2-4 years of related clinic experience with exposure to exams, procedures, and office management


SUPERVISORY RESPONSIBILITY (if applicable):


May provide functional guidance to Patient Service Coordinator I & II, as well as Medical Assistants


WORKING CONDITIONS:


Normal office conditions. High patient volume



EEO Statement

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.