Brigham and Women’s Hospital
PROGRAM COORDINATOR, SURGICAL SCHEDULER, RES GYN
Brigham and Women’s Hospital, Boston, Massachusetts, us, 02298
Job Description - PROGRAM COORDINATOR, SURGICAL SCHEDULER, RES GYN (3309506)
GENERAL SUMMARY/ OVERVIEW STATEMENT:
The Program Coordinator is primarily responsible for coordinating surgical appointments for the Resident GYN Gynecologic Surgery division. The Program Coordinator will also be responsible for various administrative duties supporting the division’s providers with calendar management and meeting coordination as well as practice-specific programs and functions to include the division’s Fellowship Program. 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 Program Coordinator will communicate respectfully and professionally with all patients calling the ambulatory practices and triage and book patient appointments appropriately as well as analyze trends in location, service, and provider demand. PRINCIPAL DUTIES AND RESPONSIBILITIES: Coordinates all registration and visit-related activities for patients scheduling with the practices. In collaboration with the Practice Manager(s), serves as point person for patient satisfaction efforts and improvement initiatives. The Ambulatory Program 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. Books all surgical cases requested by the division, which can include coordinating with the Operating Room teams and Weiner Center teams at multiple Brigham locations. Obtains and scans any necessary consents and relevant insurance or medical documents that may be required for surgical cases. Coordinates with different departments and divisions for scheduling joint cases, scheduling consults, and utilization of assigned Operating room blocks. Supervises and assists with managing the functions of the division including but not limited to, taking routine calls, running metric reports, QA callings, etc. Trains backup Surgical schedulers within their division and cross covers other OBGYN division surgical schedulers. Obtains referrals for patient appointments not acquired by the Patient Service Center and processes payment for self-pay patients. Verifies Insurance coverage and requests Prior Authorizations when required. Reviews copay collection, efficiency of collection, nature of denials, and ensures improvement of collecting surgical copay collections in the division. Serves as an administrative lead to ensure that all surgical experiences are optimal given 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. Reviews and modifies all patient information and educational materials, brochures, display boards, packets, and websites regularly. Identifies system and/or organizational barriers to patient care and recommends strategies to improve access and utilization with the Operating room. Collects, prepares, and analyzes reporting data related to quality of patient care services and patient satisfaction. Maintains providers schedule templates in the scheduling system for all practice providers' sessions. Develops and leads projects aimed at improving the patient experience and patient satisfaction. Assists Practice Manager with new employee onboarding assignments and orientation to the surgical scheduling team. Maintains hospital customer service standards with particular attention to teamwork and patient-staff interactions. Attends division leadership and surgical scheduling meetings as necessary. Operates independently within established guidelines for the majority of duties. All other duties as assigned. OPERATIONS: Develops and maintains systems for collecting, analyzing, and reporting measures of productivity, efficiency, and quality of patient care. Monitors physician clinic schedules and coordinates schedule modifications to meet patient needs. Contributes to the development and maintenance of unit-based policies and procedures related to the quality and efficiency of practice operations. HUMAN RESOURCES: Collaborates with Practice Manager(s) in the supervision of the performance and daily activities of all ambulatory practice secretaries and receptionists. Coordinates and oversees orientation of new secretarial support staff. Promotes professional growth in practice support staff by developing and conducting customer service related educational programs. Oversees practice secretary scheduling in conjunction with the lead secretary. Co-leads bi-monthly staff meetings with secretarial support staff with Practice Manager. QUALITY: Collaborates with Practice Manager(s) to create, implement, and evaluate projects and systems for enhancing practice operations. OTHER DUTIES: Participates on Hospital or Partner’s Healthcare System teams as appropriate. Performs other duties as assigned. QUALIFICATIONS: Minimum of a high school diploma or GED. 1 to 2 years of healthcare or customer service related experience. Fluent in English, recommended fluent in Spanish. Supervisory experience strongly preferred. Strong analytical, organizational, interpersonal, and demonstrated customer service skills required. BWH 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. Primary Location:
75 Francis St Job:
Professional/Managerial Organization:
Brigham & Women's Hospital (BWH) Schedule:
Full-time, Standard Hours 40 Shift:
Day Job, Posted Shift Description M-F 8 AM - 4:30 PM Employee Status:
Regular
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The Program Coordinator is primarily responsible for coordinating surgical appointments for the Resident GYN Gynecologic Surgery division. The Program Coordinator will also be responsible for various administrative duties supporting the division’s providers with calendar management and meeting coordination as well as practice-specific programs and functions to include the division’s Fellowship Program. 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 Program Coordinator will communicate respectfully and professionally with all patients calling the ambulatory practices and triage and book patient appointments appropriately as well as analyze trends in location, service, and provider demand. PRINCIPAL DUTIES AND RESPONSIBILITIES: Coordinates all registration and visit-related activities for patients scheduling with the practices. In collaboration with the Practice Manager(s), serves as point person for patient satisfaction efforts and improvement initiatives. The Ambulatory Program 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. Books all surgical cases requested by the division, which can include coordinating with the Operating Room teams and Weiner Center teams at multiple Brigham locations. Obtains and scans any necessary consents and relevant insurance or medical documents that may be required for surgical cases. Coordinates with different departments and divisions for scheduling joint cases, scheduling consults, and utilization of assigned Operating room blocks. Supervises and assists with managing the functions of the division including but not limited to, taking routine calls, running metric reports, QA callings, etc. Trains backup Surgical schedulers within their division and cross covers other OBGYN division surgical schedulers. Obtains referrals for patient appointments not acquired by the Patient Service Center and processes payment for self-pay patients. Verifies Insurance coverage and requests Prior Authorizations when required. Reviews copay collection, efficiency of collection, nature of denials, and ensures improvement of collecting surgical copay collections in the division. Serves as an administrative lead to ensure that all surgical experiences are optimal given 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. Reviews and modifies all patient information and educational materials, brochures, display boards, packets, and websites regularly. Identifies system and/or organizational barriers to patient care and recommends strategies to improve access and utilization with the Operating room. Collects, prepares, and analyzes reporting data related to quality of patient care services and patient satisfaction. Maintains providers schedule templates in the scheduling system for all practice providers' sessions. Develops and leads projects aimed at improving the patient experience and patient satisfaction. Assists Practice Manager with new employee onboarding assignments and orientation to the surgical scheduling team. Maintains hospital customer service standards with particular attention to teamwork and patient-staff interactions. Attends division leadership and surgical scheduling meetings as necessary. Operates independently within established guidelines for the majority of duties. All other duties as assigned. OPERATIONS: Develops and maintains systems for collecting, analyzing, and reporting measures of productivity, efficiency, and quality of patient care. Monitors physician clinic schedules and coordinates schedule modifications to meet patient needs. Contributes to the development and maintenance of unit-based policies and procedures related to the quality and efficiency of practice operations. HUMAN RESOURCES: Collaborates with Practice Manager(s) in the supervision of the performance and daily activities of all ambulatory practice secretaries and receptionists. Coordinates and oversees orientation of new secretarial support staff. Promotes professional growth in practice support staff by developing and conducting customer service related educational programs. Oversees practice secretary scheduling in conjunction with the lead secretary. Co-leads bi-monthly staff meetings with secretarial support staff with Practice Manager. QUALITY: Collaborates with Practice Manager(s) to create, implement, and evaluate projects and systems for enhancing practice operations. OTHER DUTIES: Participates on Hospital or Partner’s Healthcare System teams as appropriate. Performs other duties as assigned. QUALIFICATIONS: Minimum of a high school diploma or GED. 1 to 2 years of healthcare or customer service related experience. Fluent in English, recommended fluent in Spanish. Supervisory experience strongly preferred. Strong analytical, organizational, interpersonal, and demonstrated customer service skills required. BWH 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. Primary Location:
75 Francis St Job:
Professional/Managerial Organization:
Brigham & Women's Hospital (BWH) Schedule:
Full-time, Standard Hours 40 Shift:
Day Job, Posted Shift Description M-F 8 AM - 4:30 PM Employee Status:
Regular
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