Administrative Coordinator
Massachusetts General Hospital(MGH)

Reporting to the Practice Manager, the Administrative Coordinator for Oral and Maxillofacial Surgery, will function as the initial point of contact and interface between management and support staff and patients. The Administrative Coordinator provides advanced level administrative support to the Practice Manager, Program Director and Service Chief and supports front desk staff and management in a high- volume ambulatory practice; consisting of multiple surgeons (and Nurses and Dental Assistants) and will be responsible for coordinating day to-day administrative patient service operations for the assigned Department of Oral and Maxillofacial Surgery.

Working collaboratively with management, the Administrative Coordinator will ensure strong quality and patient oriented support functions and regulatory compliance and provide ongoing oversight of patient-related administrative functions as well as specific baseline practice functions with functional guidance to staff. Specific duties will include:

• Perform patient service coordinator duties (PSCII / PSC III) duties
• Front office / in-clinic patient service support if /as needed.
• Oversee the scheduling of the OR at MGH, Waltham, or Danvers as needed, referral management
  work lists, and patient portal message desks.
• Selected report generation (basic section referrals, PSS, Recall Lists, Churn reports, phone utilization
  etc.).
• Provide staff and coverage assignments, weekly schedule and accounting for time off, and sick calls.

The Administrative Coordinator functions within the ambulatory practice coordinating administrative, research, educational, and fellowship functions for the assigned section within the Department with the effective functional coordination of the section's daily operations, revenue enhancement, and extensive non-patient care programmatic activities beyond routine direct patient care.

• Performs administrative duties and activities to support the service, to include calendar management, reception, meeting coordination, correspondence, and reports.
• Prepares and submits business expense requests when needed.
• Assist with visitors coming through Section Director's office by arranging for security clearance, O.R. observation privileges, as well as accommodations (when requested).
• Coordinates the scheduling of multiple patient appointments / surgeries using multiple systems or resources.
• Function as a "Super User" for Epic/ Cadence scheduling system.
• Applies a thorough knowledge of all dental and medical insurance products
• Serves as the frontline delegate for management addressing all day-to-day practice operational matters as appropriate.
• At the section level, investigates and resolves issues relating to and arising from the referral and/or billing process, which interrupts the delivery of care to a patient or the reimbursement for services rendered. Addresses patient questions, complaints and concerns.
• Functions as a resource for referral and insurance issues. Remains current on the changing issues impacting the health care insurers.
• Coordinates complex workflow and multiple schedules for section to insure an efficient daily operation. Troubleshoots workflow issues, as needed coordinate staffing and replacement coverage.
• Monitors all aspects of patient experience and implements improvements when needed.
• Monitors all Epic master schedules, and appointment types. Monitors patient wait times, evaluating problems and suggesting action plans to address issues.
• Coordinates and monitors the patient referral / scheduling process, section referral management work lists, patient gateway message desks and works collaboratively with management to address problems in these areas as they arise.
• Coordinates support functions such as supply, file and environmental services as needed. May schedule and coordinate on-site resources.
• Coordinates work schedules, coverage plans and assignments for patient service coordinators.
  • Arranges staff schedules (ad hoc shift changes) and lunch breaks. Reviews staff vacation / time off requests and makes recommendations to management based on overall identified practice needs. Works with management to address variations in section staffing needs.
  • Performs back up (coverage) duties of for other (section) support staff.

• Coordinates and ensures the comprehensive orientation of new practice support employees and baseline competency assessment.
• Mentors and coaches section staff. Provides detailed feedback on patient service coordinator performance to management as well as for the annual performance evaluations.
• Works to ensure HIPAA Confidentiality and Privacy Policies is fully implemented.
• Provides clear directions and consistent and timely feedback to staff under the direct supervision of management.
• Promotes teamwork in daily activities, exercises diplomacy and consistently uses effective communication skills.
• Acts as a role model when disseminating information and actively listens to the perspectives of all involved.
• Generates basic practice volume and scheduling analytic reports (i. e. Cadence Statistical Reports, CRMS Referral Activity Reports, PG Activity Reports) and data sets for ongoing review with management.

In collaboration with management, participates in overall practice development, including:

• Develops and implements systems to ensure cost effective operations.
• Develops and updates all policies and procedures related to non-clinical patient service
  support.
• Identifies opportunities for operations improvement; plans and implements identified changes.

May attend some interdepartmental multi-service line/ satellite meetings (with or as the delegate of
management.

May coordinate physician-training and fellowship activities at the section-level.

Assists with additional duties and special projects as required. Projects may include such topics as obligations to insurers, hospital issues of compliance and/or Operations Improvement Initiatives

Qualifications
SKILLS & COMPETENCIES REQUIRED:

• Ability to perform administrative and practice support at the highest level of quality and professionalism.
• Ability to coordinate the work of others and to oversee effective office operations.
• Exceptional computer skills (including word processing, database, electronic mail, internet, and spreadsheets) required. Proficient with Microsoft Office suite, Outlook, Excel and PowerPoint.
• Excellent verbal and written communication skills.
• Advanced experience with MGH Schedule Management Systems (Epic, OptTime, Patient Gateway and MS Office.
• Strong communication abilities.
• Excellent attention to detail.
• Ability to work with physicians and relate to their concerns on a one-to-one and group basis.
• Exceptional organizational skills, flexibility to handle multiple tasks and deadline pressures, and accurate attention to details.
• Strong sense of fairness in dealing with personnel at subordinate, peer, and superior levels.
• Must have the ability to be function in a fast-paced environment and coordinate competing demands effectively.
• Requires a high level demonstrated confidentiality and impartiality.
• Ability to take initiative and exercise strong judgment and problem-solving skills.
• Ability to work independently or in a team environment
• Demonstrated ability to work effectively and courteously with diverse groups of patients, staff and providers while handling various tasks simultaneously.
• Ability to resolve practice operations issues on behalf of the providers and the patients.
• Knowledgeable and compliant in all hospital, State and Federal regulatory requirements, including hospital policy and procedures (where applicable to the performance of the job), Joint Commission, and Health Insurance Portability and Accountability Act of 1996 (HIPAA).

Indirect Supervisory Duties : 6-8 PSCs - providing workflow support.
Professional Staff Supported: Surgeons, Advanced Practice Providers, Nurses, and Maxillofacial Surgical Assistants

EDUCATION:

• High School Diploma or GED required. Bachelor's Degree preferred.

EXPERIENCE:

• Minimum of 7 years administrative experience in a medical or healthcare setting, with specific experience in the outpatient/ambulatory surgery setting required.

EEO Statement
Massachusetts General Hospital 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.

This job has expired.