Patient Services Coordintor II *Radiology*

Massachusetts General Hospital Boston , MA 02298

Posted 2 months ago

Under the direction of the Nursing Director, the Radiology Unit Coordinator (RUC) provides administrative support to the Radiology Intermediate Care Area (RICA), Interventional Radiology (IR) and other hospital wide clinicians and staff in the RICA.

The RUC is expected to effectively organize priorities, complete tasks on time and to manage confidential patient information in a fast paced environment focused on professional and expedient customer service. The RUC is responsible for partnering with clinicians to coordinate the day-to-day patient flow and, communicating operational changes to multiple team members. The RUC is expected to provide outstanding services for every customer interaction.

PRINCIPAL DUTIES AND RESPONSIBILITIES:

1.Service Excellence

1.1. Promotes the philosophy of professional and effective service excellence to all individuals

1.2. Maintains a professional and collaborative working relationship with Radiology staff, Anesthesia staff, ancillary departments and departmental and departmental leadership

1.3. Effectively assist and facilitate visitors in Interventional Radiology, inclusive but not limited to patients and families, outside facility transfer staff and students

1.4. Effectively problem solve and/or seek assistance with problem solving utilizing surrounding knowledge of situations in a productive and professional manner

1.5. Will maintain patient and confidentiality at all times

1.6. Will ensure that patient charts are handled in the fashion consistent with MGH policies and procedures

1.7. Will practice and assist with the implementation of all MGH policies, procedures, and systems

1.8. When coordinating patient care, the incumbent must take down all identifying patient information and communicate with Radiology Nursing and or collaborating teams within Interventional Radiology and Pediatric Radiology

1.9. Must be able to communicate with Radiology/Imaging scheduling team members in order to coordinate add-on procedures in a timely manner

2.Communication

2.1 Communication must be, at all times, professional and effective to enhance a positive working environment according to MGH standards of Behavior

2.2 RUC will assist in the facilitating timely and effective communication amongst team members within the divisions of IR, overall Department of Radiology and all care areas within MGH

2.3 A higher level of communication will be focused on effective communication with the RICA resource nurse and RICA staff on a daily basis

2.4 RUC must be able to handle high telephone volume within RICA. This includes answering calls in 3 rings or less in a professional and courteous manner in addition to understanding the communication systems within the department, transferring and parking calls, accepting and documenting Radiology Nursing sick calls, taking messages, answering questions for incoming callers and any other calls which come in to the RICA

2.5 Will be able to assist with the day-to-day non-clinical operations and environmental issues for the Dept. This includes but is not limited to communication with various ancillary services such as Buildings & Grounds, Telecommunications, Partners Information Services, MGH Environmental Services and Materials Management. In addition, the ROA will coordinate with Radiology Nursing Leadership to order and maintain necessary supplies

2.6 Will act as a liaison to assist with patient information via the multiple inpatient and outpatient referring services

2.7 Will occasionally be required to cover the reception area and greet and arrive patients in the computerized documentation system

3.Coordination

3.1. Will assist in the transcription of the RICA patient bay assignments and RICA staff break/lunch lists

3.2. Checks the pneumatic tube system on a regular basis as advised if something is coming to the station to ensure proper flow of information/products

3.13 Be able to print additional patient label;mms from EPIC ADT system whenever needed

3.14 Be able to activate the Rapid Response, Anesthesia Back-up and Code Blue (adult and Pedi) Teams if additional support is needed within RICA, IR or a nearby patient care location

4.Self-Development

4.1 Collaborates with the Radiology Nursing Leadership to identify and meet learning needs

4.2 Adheres to mandatory requirements set forth by MGH including but not limited to all required trainings

4.3 Attends appropriate institutional UC sessions

4.4 Attends Radiology Nursing and some Interventional and departmental staff meetings

5.Individualized Assignments

5.1 May need to participate in other assignments as assigned by the Nursing Leadership (i.e. Payroll activities, data tracking .etc)

SKILLS & COMPETENCIES REQUIRED:

  • Sound judgment and critical thinking

  • Ability to prioritize effectively

  • Ability to handle multiple tasks in a busy environment

  • Strong organizational and follow-through skills

  • Accuracy and attention to detail

  • Strong customer service skills

  • Strong communication skills

  • Ability to be flexible and to function within a team environment

  • Able to handle voluminous data entry and interpretation of web-based applications within MGH and the Department of Radiology in addition to Microsoft Word and Excel.

  • Basic computer skills and/or facility to learn computer skills required for multiple Partners, MGH and Radiology applications

  • Knowledge of medical terminology preferred

  • Ability to complete the comprehensive UC training program

  • Be able to tube specimens to the various labs within the hospitals and know the tube locations in Interventional Radiology

  • Be able to transport blood products to various IR Suites from the Jackson 2 blood bank

  • Be able to check blanket warmer in the RICA maintain temperature compliance

  • Be able to check patient food refrigerator and freezer in the RICA to maintain temperature compliance

  • Be able to log IR procedure delay information so that Radiology/IR nursing may track why delays are occurring

  • Report any facility or environment of care issues to Nursing Leadership so that equipment can be fixed and/or issue is resolved.

  • Must be able to effectively communicate with a diversity of individuals in a professional manner

  • Must be able to use current departmental and Partners approved electronic communication systems

Required: 2 years of customer service experience and proficiency with computers, MS Windows

Preferred: Previous experience in a health care setting strongly preferred

High School or equivalent required. Some college preferred.

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Patient Services Coordintor II *Radiology*

Massachusetts General Hospital