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Administrative Coordinator

Company: Massachusetts General Hospital
Location: Newton
Posted on: June 13, 2021

Job Description:

GENERAL SUMMARY/ OVERVIEW STATEMENT: Summarize the nature and level of work performed. Please note that this section should be written in a paragraph format and provide a broad description of the role and its purpose as well as the reporting structure.

Under the direction of the Operations Manager, the Administrative Coordinator is responsible for performing/supporting a variety of day-to-day operations in the Urology clinic. He/she works independently, receiving minimal supervision and guidance, possesses expert knowledge of office routine, machines, and information systems, as well as understanding of the organization, programs and procedures related to the work of the Department of Urology.

Administrative/Operational Duties

  • Troubleshoots IT issues with Super User knowledge and access
  • Administrative Supplies management
  • Office supplies
  • Nutritional services
  • Patient nourishment
  • Coffee/water deliveries

  • Allied Services

  • Provides coverage for staff as needed
  • Front desk
  • Care Team support during vacations and vacancies

  • Billing/prior auth
  • Obtain patient referrals for all Urology clinical sites (CPZ-7, Wang, Danvers)

Performs PSCIII duties, as needed and directed within the patient visit or other patient interactive processes, will support the patient and care team in arranging for and coordinating needed patient care services, including but not limited to the following activities:

  • Scheduling visits with specialty consultants or other specialized providers of medical care and research trials.
  • Arranging for tests and other procedures needed by patients.
  • Processing/requesting any necessary insurance referrals or prior approvals related to above services.
  • Documenting and monitoring all required services, and their ultimate completion status, within the "Care Coordination" tracking system. At completion of services, tracking and notification to care team of "urgent care" items.
  • Ongoing and proactive communication with patients and their care team members regarding completed scheduling of services or issues encountered in the care coordination effort.
  • Monitoring of clinical activities to be completed by the patient, including routine screening tests, laboratory, consultant visits, virtual monitoring in the home, return visits to the practice, etc.
  • In regard to vi. above, proactive outreach to patients that are not in compliance with planned care efforts and/or expected timing of such efforts. Related, communication to appropriate care team members when difficulties encountered in securing patient compliance with planned care efforts.
  • Interface with specialty/testing office staff or providers to facilitate urgent or expedited care needs of practice patients, to secure feedback on care provided and care plans, etc.
  • Obtaining pre-visit requirements: orders, outside films, pathology reports, slides, x-rays, x-ray report and lab results, as well as any addition clinical information needed to insure efficiency and accuracy of consultations and second opinions visits.
  • Checking care team schedules in advance to patient's arrivals. While preparing charts. Send out confirmation/reminder letters in advance of appointments

  • With regard to assisting in the successful management and execution of the Urological Care, the role will:
  • Answering and screens telephone calls coming in from CAS members and/or patients. Takes accurate message or directs call to appropriate person. Greets and directs patients, families, visitors and staff. Responds to the requests in a timely manner and provides clear, accurate information within scope of knowledge and authority.
  • Document in the electronic medical record, as appropriate, coordination efforts as they pertain to the goals within care team.
  • Monitor patients' demographics and insurance information as necessary and obtain specialist referrals for all patient's appointments. Schedules patient appointments utilizing scheduling tools and resources. Coordinates and communicated ancillary appointments and procedures working with other hospital staff as needed.
  • Assess continuing needs to achieve documented health goals, in collaboration with the care team, and work to address them.
  • Identify key barriers to care and patient's ability to manage their health and wellness.
  • Facilitate access to necessary services by navigating any barriers to care and advocating on the patient's behalf.
  • Act as the liaison by consulting and collaborating with members of the health care team, including the APF care team and outside providers caring for the patient in order to promote continuity of care and attainment of health and wellness goals.
  • Promote wellness and empower the patient to take an active role in the management of their own health.

  • Will maintain the physician's administrative and clinical calendars. Types correspondence, manuscripts, and documents that may require complex formatting. Composes routine correspondence. Transcribes letters and patient notes as needed for physicians and/or facilitates notes and letter in Epic System. Composes routine correspondence. Prepares and distributes material for meeting and committees.
  • Will manage preparation for surgical cases, confirm pre-op testing, compile necessary paperwork, and confirm date and time of procedure with patients.
  1. Will actively participate in daily team huddles and care team meetings to update team members on the care coordination efforts and status thereof, for any patient requiring or requesting services.

  2. In a combined effort with the Care Team, will support care triage as follows:
  • With "high touch - high service" attitude and expertise, effectively manage incoming care need communications from patients and families, whether by phone, care team staff messages or the Patient site In this effort, work effectively to fully investigate, understand and document the patient's needs, concerns and expectations for response, and then communicate back to patients your understanding of patient needs and response expectations, and your next steps toward providing the needed care.
  • With a complete understanding and documentation of patient needs, interface with the patient's team (medical secretary, nurse, APP, MD) to direct messages to those team members that are most appropriate for timely evaluation and response to patient needs. Whenever possible, be proactive in closing the loop with the patient and in supporting the team in whatever way possible.
  • Assist patients with:
  • Completion of practice appointment scheduling
  • Insurance referral processing or questions, referring them to appropriate department
  • Informing practitioners of medication refills
  • Questions regarding lab or other test results
  • Insurance and billing questions
  • Medical forms and record requests
  • Use of technologies created for patient use, i.e. personal health web-site, etc.
  • All other administrative matters
  • Orient new staff as appropriate
  • Active participant in all projects/task administered by the management team
  • Follows all MGH Urology and Hospital based procedures and polices
  • Follows all scheduling guidelines as defined by MGH Urology management
  • Refers issues and concerns raised by patients and staff to department management.

SKILLS & COMPETENCIES REQUIRED: This section should be a bulleted list of minimum requirements explaining the skills (what the individual is trained for) and competencies (measurable as defined by the job) necessary to perform the job.

  • Proficiency in Microsoft Office, Excel, and other Microsoft Office applications
  • Epic Super User
  • Ability to learn new computer applications quickly and use them efficiently
  • Ability to make decisions quickly and independently
  • Excellent interpersonal/communications skills
  • Ability to work independently and in a team
  • Ability to interact with individuals in senior leadership roles
  • Creative thinking, a willingness to learn new things, problem solving and an ability to handle multiple projects are expected
  • Ability to handle sensitive/confidential matters discreetly and maintain confidentiality guidelines

LICENSES, CERTIFICATIONS, and/or REGISTRATIONS: Specify minimum credentials and clearly indicate if required or preferred.

Not Applicable

EDUCATION: Check boxes that best describe the minimum and preferred education requirements.

Minimum Required:

High school diploma, GED or equivalent

Certificate : Please specify

Some college or Associate's Degree

Bachelor's Degree

Master's Degree

Doctoral Degree

None required

Preferred:

High school diploma, GED or equivalent

Certificate : Please specify

Some college or Associate's Degree

Bachelor's Degree

Master's Degree

Doctoral Degree

Keywords: Massachusetts General Hospital, Newton , Administrative Coordinator, Other , Newton, Massachusetts

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