Lead Patient Services Coord.
Massachusetts General Hospital(MGH)

This position is located at Newton-Wellesley Hospital, but under Mass General Hospital employment.

GENERAL SUMMARY / OVERVIEW STATEMENT:

The position will report to the Clinical Operations Manager who has overall responsibility for managing all clinical support staff within the Department. Team Leads will provide leadership and direction in a team environment. Facilitates interactions amongst team members and works to maintain positive morale.

Operations:

• Monitor all aspects of patient experience and suggests improvements or implements after discussion with the Operations Manager when needed.
• Monitor physician clinic schedules daily to assess accuracy and efficiency in patient scheduling. Monitor's patients wait times, evaluating problems and suggesting action plans to address issues to the Operations Manager
• Monitor work queues and assists with work as needed

• Ensures patients are rescheduled efficiently, working with Operations Manager and providers when necessary to obtain appointments within a reasonable time frame.
• Delegates and distributes work, as necessary, to meet established deadlines/metrics.
• Recommends solutions and improvements. Participates in department wide improvements.
• Assist in the development and communication of department policies and procedures.
• Communicates and implements department policies and procedures to all team members and makes recommendations for revisions.
• Ensures administrative processes and procedures are coordinated, communicated and in compliance across practices.
• Acts as Cadence/ OPT time super user and the main point of contact for updates and training.
• Attends clinical operations meetings as requested.
• Performs duties of Patient Service Coordinators II & III; effort approximately 15% - 20% Team Leader and 80% - 85% PSC III.
• Assists in decision making process related to policy and procedural changes.
• Conducts Staff Meetings periodically; or takes minutes of meetings and distributes to staff.

Staff Coordination:

• Oversees daily activities of patient service coordinators, temporary support staff and other staff who provide services in the outpatient setting.
• Daily morning check-in/huddle with team.

• Collaborates with Operations Manager on decisions regarding vacations, lunch and break times, altering schedules as needed. Ensures or provides cross-coverage during staffing shortages and vacations. With approval from the Operations Manager, requests temporary help when necessary.
• Promotes teamwork in daily activities, exercises diplomacy and consistently uses effective communication skills.
• In collaboration with the Operations Manager, assists in hiring and evaluating performance.
• Coordinates and conducts the orientation of new employees.
• Provides coaching and mentoring to team members on an ongoing basis to improve operational effectiveness and quality
• Ensures staff are trained on systems and processes and compliant with Joint Commission and other regulatory requirements/standards as it relates to their jobs. Implements re-training efforts as necessary and monitor's progress.
• Provides clear directions, consistent and timely feedback to staff, under the direction of the Operations Manager
• Develops and maintains programs to boost employee morale.

Financial & Billing:

• Ensures staff are collecting co-pays during check-in process and make sure cash drawers are closed at the end of shift.

• Monitor's exam room for cleanliness and make sure the exam room are stocked properly

Office Coordination, Safety and Compliance:

• Maintains supplies, forms, requisitions, and equipment. Coordinates repairs and replacement of equipment under the direction of the Operations Manager.

• Serves as point person for the practice's environmental issues related to repairs, cleaning, directories, signage, security, information systems etc.
• Maintains cleanliness and environment of care
• Understands space needs and identifies and attempts to resolves any outstanding issues.
• Identifies opportunities for operations and workflow improvement and reviews them with the Operations Manager. Works closely with the Clinical Operations Manager to plan and implement changes.

Qualifications
QUALIFICATIONS:

• High School Diploma required. Bachelor's Degree preferred.

• Minimum of 3 to 5 years of related experience in ambulatory medical practice

SKILLS/ ABILITIES/ COMPETENCIES REQUIRED:

• Outstanding interpersonal skills

• Ability to function independently as well as with a team

• Exceptional phone and customer service skills

• Ability to multitask and prioritize a large workload

• Excellent organizational skill

• Strong problem-solving skills

• Good understanding of medical terminology

• Good understanding of medical insurance coverage

• Strong computer skills, including word, excel, and spreadsheets

EEO Statement
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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