GENERAL SUMMARY/ OVERVIEW STATEMENT:

Reporting to the Senior Administrative Manager, the Administrative Coordinator for the Department of Surgery, Division of Plastic Surgery, will function as the initial point of contact and interface between management and surgical section support staff and patients.

The Administrative Coordinator provides advanced-level administrative support to the Sr. Administrative Manager and support to practice staff and management in a high-volume ambulatory surgery service line of multiple surgeons (and APPs) and will coordinate day-to-day administrative patient service operations for the assigned Division of Surgery section. Working collaboratively with management, the Administrative Coordinator will ensure strong quality and patient-oriented support function and regulatory compliance and provide ongoing oversight of patient-related administrative functions and specific baseline practice functions with functional guidance to staff. Specific duties will include:

• Back up patient service coordinator duties (PSCII / PSC III) duties as needed.

• Front office / in-clinic patient service support if /as needed.

• Management of MGH, Waltham, and Danvers OR Scheduling oversight, referral management work lists, and patient portal message desks.

• Coordination of monthly section-assigned OR blocks (monitors block assignments, releases). Makes recommendations related to (intra-section) block assignments to Division leadership.

• Selected report generation (basic section referrals, PSS, Recall Lists, Churn reports, etc.).

• Provide Section level staff and coverage assignment

• Front-line operations coordination of surgical (section) support staff and initiative

• Functional oversight for the day-to-day operations of (8-10) PSCs.

PRINCIPAL DUTIES AND RESPONSIBILITIES:

The Administrative Coordinator functions within the ambulatory practice coordinating administrative, research, educational, and fellowship functions for the assigned section within the Division with the effective functional coordination of the section's daily operations, revenue enhancement, and extensive non-patient care programmatic activities beyond routine direct patient care.

• Performs administrative duties and activities to support the service, to include calendar management, reception, meeting coordination, correspondence, and reports.

• Serves as a liasion between research program / staff and Sr. Administrative Manager, surgeons and PIs.

• Prepares and submits business expense requests when needed.

• Assist with visitors coming through Section Director's office by arranging for security clearance, O.R. observation privileges, as well as accommodations (when requested).

• Coordinates the scheduling of multiple patient appointments / surgeries using multiple systems or resources.

• Function as a "Super User" for Epic/ Cadence scheduling system.

• Applies a thorough knowledge of all HMO, managed care, other third-party insurers, and available patient financial services/resources.

• Serves as the frontline delegate for management addressing all day-to-day practice operational matters as appropriate.

o At the section level, investigates and resolves issues relating to and arising from the referral and/or billing process, which interrupts the delivery of care to a patient or the reimbursement for services rendered. Addresses patient questions, complaints, and concerns.

o Functions as a resource for referral and insurance issues. Remains current on the changing issues impacting the health care insurers.

o Coordinates complex workflow and multiple schedules for section to ensure an efficient daily operation. Troubleshoots workflow issues, as needed coordinate staffing and replacement coverage.

o Monitors all aspects of patient experience and implements improvements when needed. Manages all Epic master schedules, and appointment types. Monitors patient wait times, evaluates problems and suggests action plans to address issues.

o Coordinates and monitors the patient referral/scheduling process, section referral management work lists, and patient gateway message desks and works collaboratively with management to address problems in these areas as they arise.

o Coordinates support functions such as supply, file, and environmental services as needed. May schedule and coordinate on-site resources.

o Coordinates work schedules, coverage plans and assignments for patient service coordinators. Arrange staff schedules (ad hoc shift changes) and lunch breaks. Reviews staff vacation/time off requests and makes recommendations to management based on overall identified practice needs. Works with management to address variations in section staffing needs. Performs backup (coverage) duties for other (section) support staff.

o Coordinates and ensures the comprehensive orientation of new practice support employees and baseline competency assessment. Mentors and coaches section staff. Provides detailed feedback on patient service coordinator performance to management as well as for the annual performance evaluations.

o Works to ensure HIPAA Confidentiality and Privacy Policies is fully implemented.

o Provides clear directions and consistent and timely feedback to staff under the direct supervision of management.

o Promotes teamwork in daily activities, exercises diplomacy and consistently uses effective communication skills.

o Acts as a role model when disseminating information and actively listens to the perspectives of all involved.

• Generates basic practice volume and scheduling analytic reports (i. e. Cadence Statistical Reports, CRMS Referral Activity Reports, PG Activity Reports) and data sets for ongoing review with management.

• In collaboration with management, participates in overall practice development, including:

o Develop and implement systems to ensure cost-effective operations.

o Develop and update all policies and procedures related to non-clinical patient service support.

o Identifies opportunities for operations improvement; plans and implements identified changes.

• May attend some interdepartmental multi-service line/ satellite meetings (with or as the delegate of management.

• May coordinate physician training and fellowship activities at the section level.

• Assists with additional duties and special projects as required. Projects may include such topics as obligations to insurers, hospital issues of compliance and/or Operations Improvement Initiatives.

Qualifications

• High School Diploma or GED required. Assocaites/Bachelor's Degree in business administration, health care administration, or related field preferred. 10+ years direct experience in lieu of degree may be accepted.

• Minimum of 7 years administrative experience in a medical or healthcare setting, with specific experience in the outpatient/ambulatory surgery setting required.

• Direct experience supporting senior physician leadership (Section-Director, Program Director, Medical Director etc.) and practice management/administration.

• Intermediate to advanced PC skills (MS Office, Windows) required.

• Some experience in practice analytics and reporting.

• Knowledge of JCAHO Standards, National Patient Safety Goals, Safety Reporting and internal MGH Ambulatory Surveillance Guidelines and Emergency Management Plan.

• Experience in working in a large, busy physician office with several support staff.

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.