PRACTICE COORDINATOR /SURGICAL SCHEDULER/GYN ONCOLOGY/40 HOURS/DAYS
Brigham and Women's Hospital
- Boston, MA
- Permanent
- Full-time
- Coordinates all registration and visit-related activities for new patients to the practices.
- In collaboration with the Practice Manager(s), serve as point person for patient satisfaction efforts and improvement initiatives.
- As a member of the ambulatory practice leadership team, the Ambulatory Practice 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.
- Works with new patient or patient representative to obtain all records, films, and pathology reports prior to visit to optimize the initial visit and prevent re-testing.
- Processes new patient referrals as appropriate, which may require interaction with the referring physicians’ offices, insurance, patient access services, and managed care personnel.
- Obtains referrals for patient appointments not acquired the Patient Service Center and processes payment for self-pay patients.
- Provides information to new patients to ensure a smooth transition from referral call to registration to billing/ financial counseling.
- Serves as an administrative lead to ensure that all new patient experiences are optimal given our 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 through service recovery.
- Reviews and modifies all patient information and educational materials, brochures, display boards, packets, and websites regularly and as needed.
- Identifies system and/or organizational barriers to patient care and recommends strategies to improve access.
- Collects, prepares, and analyzes reporting data related to quality of patient care services and patient satisfaction.
- Provides statistical data points for provider visits to ensure clinical sessions are in concert with the Medical Director’s guidelines and with their patient panel requirements.
- Maintains providers schedule templates in the scheduling system for all practice providers sessions, including continuity clinics, evening clinics and IVF schedules.
- Develops and leads projects aimed at improving the patient experience and patient satisfaction
- Assists Practice Manager with new employee on-boarding assignments and orientation.
- Maintains hospital customer service standards with particular attention to teamwork and patient-staff interactions.
- Attends management and leadership meetings as necessary.
- Operates independently within established guidelines for the majority of duties.
- All other duties as assigned.
- 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.
- Collaborates with Practice Manager(s) in the supervision of the performance and daily activities of all ambulatory practice secretaries and receptionist.
- 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.
- Bachelor’s Degree Required
- 1 to 2 years of healthcare or customer service-related experience
- Fluent in English, Recommended fluency in Spanish
- Supervisory experience strongly preferred.
- Strong analytical, organizational, interpersonal, and demonstrated customer service skills required.