Practice Coordinator
Massachusetts General Hospital(MGH)

Job Info

GENERAL SUMMARY/ OVERVIEW STATEMENT: Summarize the nature and level of work performed.

Working closely with the Operations & Project Manager and Administrative Manager, provides complex new patient scheduling support in the outpatient ambulatory care setting and will be responsible for assisting the administrative team with coverage, education and training for new and temporary staff. Inherent to the scheduling function, this individual will be involved in the unit's daily operations, including troubleshooting issues and implementing processes and procedures across practices.

PRINCIPAL DUTIES AND RESPONSIBILITIES: Indicate key areas of responsibility, major job duties, special projects and key objectives for this position. These items should be evaluated throughout the year and included in the written annual evaluation.

While maintaining a reduced provider assignment, the Lead Scheduler

  • Functions as lead scheduler and point person for clinic coverage for the unit.
  • Ability to communicate to individuals with diverse backgrounds
  • Provides new patient scheduling supervision, training and education to PSC II and PSC III staff as it pertains to department workflows and processes.
  • Is proficient with using Epic to generate project and system reports.
  • Troubleshoots complex schedules and anticipates impact on workload
  • Acts as the minute to minute "go to person" for PSC II and PSC III with scheduling challenges
  • Ability to provide comprehensive staff support in the use of Epic related applications.
  • Holds key role in negotiating with clinical team in maintaining daily unit volume at a level rate; works collaboratively with management to resolve potential problems
  • Maintains provider schedules and monitors for potential issues with overbooking
  • Follows up on all cancelled and no show appointments
  • Attends meetings that relate to new patient scheduling problems with Disease Center Practices within the Cancer Center
  • Assists in making decisions related to policy and procedure changes.
  • Performs all duties and responsibilities of the PSC II, and PSC III.
  • Other duties as assigned

In collaboration with the Operations Manager

  • Identifies issues with daily staffing and assists with coverage planning
  • New Patient centralized phones and inbox and manages incoming requests
  • Oversees centralized new patient record collection
  • Troubleshoots real time Add On requests and issues for the unit
  • Responsible for orienting new staff, and the ongoing education of new workflows and procedures
  • Assists with special projects to increase unit efficiencies.

QUALIFICATIONS: (MUST be realistic, neither overstated nor understated, and related to the essential functions of the job.)

Bachelor's Degree in Business or Related Field preferred or Equivalent

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

SKILLS/ ABILITIES/ COMPETENCIES REQUIRED: (MUST be realistic, measurable, objective, and related to the essential functions of the job.

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

Strong computer skills, including word, excel, and spreadsheets

EEO Statement
Massachusetts General Hospital is an Equal Opportunity Employer. By embracing diverse skills, perspectives and ideas, we choose to lead. Applications from protected veterans and individuals with disabilities are strongly encouraged.

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