Lead Clinical Coordinator, Breast Imaging

Reporting directly to the Operations Manager of Breast Imaging with a dotted line to the Breast Imaging Leadership team, including the Division Chief, the Lead Clinical Coordinator is responsible for maintaining the highest levels of communication and efficiency to provide exemplary administrative support to the Breast Imaging Division, clinical department, referring providers, and patients. The Lead Clinical Coordinator follows established department and hospital policies and procedures, works cohesively as a member of the Breast Imaging team and often on behalf of the Breast Imaging Radiologists, seeks timely solutions to enhance the patient experience and takes a proactive role to ensure consistently efficient operations. The Lead Clinical Coordinator operates as a central resource and administrative guide within the Breast Imaging team and coordinates consistent and standardized daily work performance from members within the assigned work group.

1. Performs all staff Clinical Coordinator duties as assigned and required. Monitors and ensures standardization and quality of work produced across assigned work group.

2. Gains advanced knowledge to understand, effectively utilize and train others on all computer systems, primarily the EMR, to accurately facilitate and document patient information, and schedule complex patient studies, coordinating with other patient appointments as needed.

3. Gains advanced knowledge of breast imaging studies, procedures, and associated medical terminology. Regularly seeks to expand knowledge to build up understanding of complex breast anatomy, pathologies, relevant imaging, and potential imaging/procedural pathways and is knowledge resource for others across work group.

4. As part of the Clinical Operations' team and as the Lead Clinical Coordinator, communicates regularly with assigned members of Clinical Coordinator work group, Mammographers, Sonographers, Medical Assistants, Tech Aides, Breast Imaging Radiologists and Breast Imaging Leadership. Promptly acts upon identified opportunities or feedback received regarding the work of the assigned work group.

5. Regularly acts as a communications' liaison between the Breast Imaging Radiologists and referring providers, staff, patients, visitors and other organizations in a courteous, empathetic, engaging, timely, and helpful manner. Maintains professional composure, discretion, and practices effective listening in all interactions.

6. Answers and screens telephone calls as needed for section Radiologists and clinical department, resolving issues as possible, escalating when appropriate, and relaying to caller an expectation of follow up when needed. Timely relay of messages to relevant departmental employees with a high degree of accuracy and detail regarding sensitive information from patients and referring providers.

7. Maintains organized, detailed, and accurate information to guide patients and visitors to MGH and affiliated organizations, including parking and public transportation options.

8. Schedules appointments in person with patients in department as needed, typically follow up studies or biopsies as indicated by Radiologist recommendation. Provides empathetic and educational support as needed during scheduling process.

9. Performs all mammography tracking functions in compliance with MQSA and department standards, i.e. generating, tracking and mailing patient result and recommendation letters (including certified when indicated), following up on bad addresses, entering, maintaining and developing statistical information and reports, retrieves/enters pathology report information for statistical tracking, investigates and acts on non-resolved appointments, call backs or procedure in order to resolve; monitors and ensures resolution of recommended BIRADS 0, 3, 4 and 5 studies. Regularly trains and monitors standardization and completion work in tracking software across assigned work group.

10. Daily coordinates work assignments for assigned work group. Regularly meets with members of assigned work group to with the intention to teach, coach, and ensure sustained accuracy and standardization of work produced within work group. Seeks feedback and remains open to the ideas of the team.

11. Provides feedback to Operations Manager and Breast Imaging Leadership on individual contributor work performance as requested.

12. Responsible for attending staff meetings and educational programs as required. Prepared to present when needed.

13. Actively participates in Quality Improvement projects and assists with regulatory administrative duties and documentation as needed or assigned.

14. Performs other related administrative or clerical duties as required or assigned.

15. Adheres to all tasks outlined in this job description and all hospital and department policies and procedures.

Bachelor's Degree preferred OR in lieu of, extensive experience, preferably in Breast Imaging or Breast Health and course work in medical terminology and office procedure generally acquired through medical secretarial course / school beyond High School, equal to two (2) years college preparation may be taken into consideration.

Four (4) to Five (5) years' experience in a hospital or ambulatory clinic setting

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.