Patient Services Coord. III

Under the general supervision of the Sr. Administrative Manager, the Patient Services Coordinator provides administrative and project support for the structural heart program. This position requires discretion, judgment, ability to organize priorities and complete tasks, excellent interpersonal skills, and a positive attitude. He/she works closely with the Administrative Coordinator for the program to ensure the effective management of schedules, patient appointments, meetings, and other key projects that contribute to the successful operation of the program.

* Triage and manage complex telephone calls, utilizing courteous customer service skills to provide patient support.

* Routinely checks centralized fax and phone; triages patient calls in a timely manner.

* Initial call when referral received. Faxes for new referrals.

* Send dental clearance forms and FAQ sheets to patients

* Create and maintain individualized methods of communication for patients based on their needs (Patient Gateway, email, mail, etc.).

* Collect and upload external records and images.

* Communicate with dental offices to receive dental clearance notes and ensure they are received in a timely manner. Upload to media.

* Build the TAVR surgical cases for the OR. Work with RSVP and Peri-operative services to add new codes, adjust templates or troubleshoot as required

* Track OR time allotments and refer to OR Administrative Coordinator to ensure cases fit on the snap board and are properly staffed for the day.

* Schedule postop follow up appointment and 1 year ECHO scans. Monitor availability and access and communicate with appropriate teams if changes are required.

* Maintain confidentiality and privacy, consistent with HIPAA/PHI guidelines.

* Provide cross-coverage for other staff members for absences, vacations, etc. and during variations in workflow, as needed.

* Participate in weekly Structural Heart team meetings to collaborate and provide scheduling updates.

* Interface with MGB Ambulatory Call Center.

* Maintain up to date knowledge of the Structural Heart team, program and procedures.

* Other projects upon request. Takes initiative if process improvement is needed.

* Excellent interpersonal, communication, organizational and problem-solving skills

* Exceptional attention to detail and follow-through

* Exceptional customer service skills

* Work independently, be a self-starter, be able to anticipate others' needs, exercise good judgment, discretion, and maintain strict confidentiality

* Work effectively within a challenging environment, develop timelines, and meet deadlines

* Balance multiple tasks and competing priorities

* Work effectively in a team environment

* High proficiency in Epic

* High School Diploma or GED required. Associate degree desirable

* 3 years secretarial experience or equivalent, preferably in a medical or healthcare related 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.