Patient Services Coord. II

GENERAL SUMMARY/ OVERVIEW STATEMENT:

The Patient Service Coordinator II (PSC II) position offers exposure to the clinical, operative, and administrative aspects of the Orthopaedic Surgery Department. This position offers terrific opportunities to work alongside our Orthopaedic surgeons, advanced practice providers, and leadership teams.

Working under general supervision from the Administrative Manager, the PSC II will provide administrative support to the Orthopaedic Department within an ambulatory setting. They will be responsible for supporting clinical operations within the practice. They will be expected to function with minimal supervision in a fast-paced surgical field. They may also assist with surgical bookings and obtain pre-authorizations for advanced treatments (i.e., injections, imaging) if indicated.

The ideal candidate possesses expert knowledge in all information systems relevant to the position. Having a clinical background is preferred. The ideal candidate demonstrates excellent organizational skills, is detail oriented, and is well informed of all programs, services and procedures related to the work of the Department.

PRINCIPAL DUTIES AND RESPONSIBILITIES:

• Utilizes ACD lines to schedule all patient appointments in an expedient and professional manner, adhering to service level standards. Provides excellent customer service. Ensures customer satisfaction and compliance with departmental and service standards.

• The PSC II will utilize the MGB Orthopaedic Decision Tree to ensure the patient is scheduled with the correct provider, at the correct location within the expected timeframe.

• Daily monitoring of appointment reports for accuracy. If discrepancies, communicating with ACT leads to identify and escalate issues. Submit tickets via Digital Service Hub if indicated.

• Daily monitoring and execution of eReferral work queue for MGH Orthopaedics.

• Daily monitoring and execution of the MGH Orthopaedic Epic inbasket pool. Communicating with local leadership and admin teams to deliver information regarding second opinions and WC patients.

• Provider template management and ticket submission for updates though Digital Service Hub.

• Act as team lead for support for staff and training relating to ACT and other as indicated.

• Responds to all tasks in a timely fashion.

• Attends staff meetings as required and actively supports operational initiatives & changes within office setting.

• Complies with all internal & external regulatory requirements.

• Complies with the Orthopaedic Services policies & procedures.

• All other duties as assigned.

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.

• Provides back up phone coverage and assists other colleagues including surgical schedulers as directed by the Administer Manager.

• Assist with surgical scheduling and case entry as directed.

• Provides information to patients, visitors and Hospital personnel, observing Hospital and Departmental policies and procedures.

• 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:

• Ability to work independently.

• Able to work well as part of a collaborative health care team

• Excellent interpersonal skills are required for working with patients and study participants.

• Excellent oral and written communication skills.

• Analytical skills and the ability to resolve technical or research problems and issues and to interpret the acceptability of data results.

• High degree of computer literacy.

• Excellent organizational skills and ability to prioritize a variety of tasks.

• Impeccable attention to detail.

• Ability to demonstrate professionalism and respect for subjects rights and individual needs.

EDUCATION:

BA/BS preferred.

EXPERIENCE:

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

Clinical background is strongly preferred

Experience with Epic strongly preferred

WORKING CONDITIONS:

The qualified candidate will work primarily at a workstation within an office environment in Danvers; however, travel to other clinic sites (Boston, Waltham) might be required. Hybrid options may be available after training has completed and quality of work reflects department standards as set by manager.