Patient Serv. Coord. III
Massachusetts General Hospital(MGH)

GENERAL SUMMARY/ OVERVIEW STATEMENT: Summarize the nature and level of work performed.

The Patient Service Coordinator III (PSC III) position offers exposure to the clinical, operative, and academic aspects of the Orthopedic Surgery Department. This position offers terrific opportunities to both work with expert Orthopaedics surgeons and contribute to cutting-edge innovations, while helping to manage a surgeon's practice.

Working under general supervision from the Administrative Manager, the PSC III will provide administrative support to health care providers within an ambulatory setting. He/She may be responsible for the management of surgical scheduling/booking and outpatient clinic schedules for Orthopaedic surgeons/providers, as well as supporting clinical operations within the practice. He/she will be expected to function with minimal supervision in a fast-paced surgical clinic.

He/She possesses knowledge in all information systems relevant to the position. He/She demonstrates excellent organizational skills, is detail oriented, and is well informed of all programs, services and procedures related to the work within the Division they are focused on.

PRINCIPAL DUTIES AND RESPONSIBILITIES: Indicate key areas of responsibility, major job duties, special projects and key objectives for this position. These items should be evaluated throughout the year and included in the written annual evaluation.

• Schedule patient appointments ensuring clinic schedules are full and meet scheduling guidelines as outlined by surgeon and advanced practitioners (i.e. NP/PA)
• Respond to all tasks associated with patient management in a timely fashion, including in-basket management for the providers. Triage messages to the right provider in the right time
• Manage e-faxes for providers covering and triage to the appropriate providers
• Perform tasks associated with scheduling of surgeries ensuring pre-operative requirements are completed in a timely manner
• Collaborate with other pre-op providers to ensure all tests are performed for surgical clearance
• Facilitate the collection of pre-operative and post-operative data for quality assurance purposes
• Responsible for ensuring that patients, families and caregivers understand information given to them with respect to surgical procedures, tests, & instructions
• Responsible for identifying when patients require additional education, and follow-up with provider/manager, as need, to ensure patient needs are met
• Manage surgeons OR block time, ensuring all time is filled with the appropriate patients.
• Release OR time within expected timeframes to avoid penalty
• Monitor clinic schedules to facilitate efficient clinics. Meet with providers regularly and recommend change to clinic templates to maximize access
• Manage phone lines, returning calling and responding to patient request in a timely manner
• Manage Microsoft calendar of providers ensuring all direct, and non-direct patient care activities are accounted for and not in conflict
• Provide superior customer service to patients, understanding that patient experience and is of the utmost importance
• Attend staff meetings as required
• Actively support operational initiatives and changes within the Department
• Comply with all internal & external regulatory requirements
• Comply with the Orthopedic Services policies & procedures

Back-up Coverage and Miscellaneous Projects

• Provide coverage at the front desk, assisting with check-in and check-out as needed to meet patient needs
• Cross-cover the surgical scheduling needs of other providers as needed/assigned by Administrative Manager
• Performs all other duties that are practice specific and are appropriate to this level of position; this may include projects as assigned

SKILLS/ABILITIES/COMPETENCIES REQUIRED: Must be realistic, objective, measurable and related to essential functions of this job.

• Professional knowledge: Knowledge regarding surgical scheduling process, including insurance/authorization process and workers compensation process.

• Work Output: Exceptional attention to detail

• Leadership: Demonstrate integrity, accountability and self-reflective skills. Ability to work with minimal supervision in managing a high-volume, surgical practice

• Interpersonal/communication: Effective interpersonal/communications skills and ability to communicate with a variety of healthcare professionals as well as a diverse patient population. Communication includes both oral (in-person and telephone) and written form

• Collaboration: Ability to effectively collaborate across multiple role groups/disciplines to meet patient needs in a timely manner

• Time Management: Exceptional organizational skills and ability to organize time and priorities effectively

• Information Systems/Technology Skills: Knowledge of Epic, Microsoft Outlook and Word. Knowledge of Excel (spreadsheets) and PowerPoint (presentations) is preferred

EDUCATION: Specify minimum education and clearly indicate if preferred or required

Associates Degree preferred

EXPERIENCE: Specify minimum creditable years of experience and clearly indicate if preferred or required

Minimum of 1-2 years related experience in ambulatory surgery

Clinical understanding of surgical scheduling preferred

Experience with Epic strongly preferred

WORKING CONDITIONS: Describe the conditions in which the work is performed.

The qualified candidate will work primarily at a workstation within an office environment.

The above is intended to describe the general contents and requirements of work being performed by people assigned to this classification. It is not intended to be construed as an exhaustive statement of all duties, responsibilities or skills of personnel so classified.

Qualifications
Minimum of 1-2 years related experience in ambulatory surgery

Clinical understanding of surgical scheduling preferred

Experience with Epic strongly preferred

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.

This job has expired.