What are the responsibilities and job description for the PRACTICE COORDINATOR /SURGICAL SCHEDULER/GYN ONCOLOGY/40 HOURS/DAYS position at Massachusetts General Hospital?
Site : The Brigham and Women's Hospital, Inc.
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At Mass General Brigham, we know it takes a surprising range of talented professionals to advance our mission - from doctors, nurses, business people and tech experts, to dedicated researchers and systems analysts. As a not-for-profit organization, Mass General Brigham is committed to supporting patient care, research, teaching, and service to the community. We place great value on being a diverse, equitable and inclusive organization as we aim to reflect the diversity of the patients we serve.
At Mass General Brigham, we believe a diverse set of backgrounds and lived experiences makes us stronger by challenging our assumptions with new perspectives that can drive revolutionary discoveries in medical innovations in research and patient care. Therefore, we invite and welcome applicants from traditionally underrepresented groups in healthcare - people of color, people with disabilities, LGBTQ community, and / or gender expansive, first and second-generation immigrants, veterans, and people from different socioeconomic backgrounds - to apply.
Job Summary
The Practice Coordinator is primarily responsible for coordinating new patient appointments and surgical appointments for the Department of OBGYN, Gynecologic Oncology division. The Practice Coordinator is also responsible for a variety of supervisory, administrative, and practice-specific programs and functions. He / She reports to the Practice Manager(s) and is under the general direction of the Department Administrator and Medical Director(s). In accordance with all BWH established policies and procedures, the Practice Coordinator will communicate respectfully and professionally with all new patients calling the ambulatory practices and triage and book patient appointments appropriately as well as analyze trends in location, service and provider demand.
CUSTOMER SERVICE :
- Coordinates all registration and visit-related activities for new patients to the practices.
- In collaboration with the Practice Manager(s), serves as point person for patient satisfaction efforts and improvement initiatives.
- As a member of the ambulatory practice leadership team, the Ambulatory Practice Coordinator is responsible for ensuring all patients and family members are attended to in a professional and compassionate manner.
- Serves as patient liaison to communicate patient needs and feedback to appropriate clinical team members.
- Works with new patients or patient representatives to obtain all records, films, and pathology reports prior to visit to optimize the initial visit and prevent re-testing.
- Processes new patient referrals as appropriate, which may require interaction with the referring physicians' offices, insurance, patient access services, and managed care personnel.
- Obtains referrals for patient appointments not acquired by the Patient Service Center and processes payment for self-pay patients.
- Provides information to new patients to ensure a smooth transition from referral call to registration to billing / financial counseling.
- Serves as an administrative lead to ensure that all new patient experiences are optimal given our current resources.
- Coordinates and facilitates collection of patient feedback through focus groups and / or patient surveys.
- Works in conjunction with Practice Manager, Practice Leadership, and Patient & Family Relations to ensure patient complaints are responded to in a professional and timely manner through service recovery.
- Reviews and modifies all patient information and educational materials, brochures, display boards, packets, and websites regularly and as needed.
- Identifies system and / or organizational barriers to patient care and recommends strategies to improve access.
- Collects, prepares, and analyzes reporting data related to quality of patient care services and patient satisfaction.
- Provides statistical data points for provider visits to ensure clinical sessions are in concert with the Medical Director's guidelines and with their patient panel requirements.
- Maintains providers' schedule templates in the scheduling system for all practice providers' sessions, including continuity clinics, evening clinics, and IVF schedules.
- Develops and leads projects aimed at improving the patient experience and patient satisfaction.
- Assists Practice Manager with new employee onboarding assignments and orientation.
- Maintains hospital customer service standards with particular attention to teamwork and patient-staff interactions.
- Attends management and leadership meetings as necessary.
- Operates independently within established guidelines for the majority of duties.
- All other duties as assigned.
OPERATIONS :
HUMAN RESOURCES :
Qualifications
Additional Job Details (if applicable)
Remote Type : Onsite
Work Location : 75 Francis Street
Scheduled Weekly Hours :
Employee Type :
Regular
Work Shift :
Day (United States of America)
EEO Statement :
The Brigham and Women's Hospital, Inc. is an Affirmative Action Employer. By embracing diverse skills, perspectives and ideas, we choose to lead. All qualified applicants will receive consideration for employment without regard to race, color, religious creed, national origin, sex, age, gender identity, disability, sexual orientation, military service, genetic information, and / or other status protected under law. We will ensure that all individuals with a disability are provided a reasonable accommodation to participate in the job application or interview process, to perform essential job functions, and to receive other benefits and privileges of employment.
Mass General Brigham Competency Framework
At Mass General Brigham, our competency framework defines what effective leadership "looks like" by specifying which behaviors are most critical for successful performance at each job level. The framework is comprised of ten competencies (half People-Focused, half Performance-Focused) and are defined by observable and measurable skills and behaviors that contribute to workplace effectiveness and career success. These competencies are used to evaluate performance, make hiring decisions, identify development needs, mobilize employees across our system, and establish a strong talent pipeline.
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