Patient Services Coord. III - (Job Number: 3304801)

GENERAL SUMMARY/ OVERVIEW STATEMENT: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 Orthopaedic 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 in the Orthopaedic Spine Service. The PSC will 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. The PSC will be expected to function with minimal supervision in a fast-paced surgical clinic.The PSC possesses knowledge in all information systems relevant to the position. The PSC 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: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 efaxes 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 calls and responding to patient requests 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 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.Perform 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: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:High School Diploma or GED required. College education preferred.EXPERIENCE:Minimum of 1-2 years related experience in ambulatory surgery.Clinical understanding of surgical scheduling preferred.Experience with Epic strongly preferred.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.

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