The Patient Service Coordinator III (PSC III) position offers exposure to the clinical, operative, and academic aspects of the MGH Vertebral Tethering Program. This position offers the opportunity to work with expert surgeons while contributing to the development of a new and flourishing program.
Serves as a primary point of contact for patients by phone, e-mail and/or in person. Acting as the liaison between patient and practice, he/she will facilitate surgical and clinic scheduling, identify local accommodations for regional and national/international patients, and assist with itineraries for patients, including travel/transportation itineraries. Ensures consistent communication with patients and/or their guardians, setting expectations and relaying information in a timely manner. Is in constant communication with insurance companies and the MGH Authorization Department, assisting in obtaining insurance approvals and arranging peer-to-peers. Works closely with clinicians and ensures non-clinical needs of the MGH Vertebral Tethering Program patients are met. Take part in development efforts for the MGH Vertebral Tethering Program and related local, regional, national/international initiatives. Embodies service excellence, exemplary communication, and customer service skills.
Working independently as well as closely with clinicians, and under general supervision from the Pediatric Orthopaedic Manager, the PSC III will provide administrative support to health care providers within an ambulatory setting. He/She will be responsible for surgical and office visit scheduling of patients, as well as supporting clinical operations within the practice, scheduling meetings and overseeing the surgeons' calendar. He/she will be expected to function with minimal supervision in a fast-paced surgical practice.
He/She possesses expert 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 of the Vertebral Tethering Program.
PRINCIPAL DUTIES AND RESPONSIBILITIES:
Surgical booking for attending Orthopedic Surgeons within the Vertebral Tethering Program, tracks and ensures all pre-op requirements are completed by patients
Booking patient appointments and optimizing clinic and surgical schedules
Responsible for ensuring that patients, families and caregivers understand information given to them with respect to surgical procedures, tests, & instructions
Responsible for notifying Surgeon, Manager, and Nurse Practitioner when patient does require education in any aspect of their care
Provides superior customer service to patients
Responds to all tasks in a timely fashion, including in basket management
Attends staff meetings as required and actively supports operational initiatives & changes within office setting
Complies with all internal & external regulatory requirements
Complies with the Orthopedic Services policies & procedures
Answering clinic phones and chart preparation
Initiates and maintains contact with study participants. Responsible for screening in accordance with research protocols.
All other duties as assigned.
Back-up Coverage and Miscellaneous Projects
Provides back-up coverage, as needed
Attends regular staff meetings
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
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.
The qualified candidate will work primarily at a work station within an office environment. The position requires travel to the MGH main campus in Boston. There may also rarely be travel to MGH/Danvers or Waltham, as needed.
Minimum of 3 to 5 years of related experience in ambulatory surgery
Clinical understanding of surgical scheduling preferred
Experience with Epic preferred
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