GENERAL SUMMARY/ OVERVIEW STATEMENT:

The Administrative Coordinator, under supervision of the Practice Manager, works collaboratively with the practice leadership team to oversee day-to-day frontline operations and coordination of administrative support staff in Waltham and occasionally in Danvers. Provides cross-coverage as needed, troubleshoots issues as they arise, and manages staffing and/or operational issues in a time sensitive manner.

PRINCIPAL DUTIES AND RESPONSIBILITIES:

Coordinates day-to-day performance of administrative and clinical support staff.

May provide as support as a PSC when coverage is needed for staffing purposes.

Assists practice leadership with development and revision of policies, programs, and procedures. Develops and leads training for staff on administrative policies and procedures of the practice and the hospital.

Evaluates, develops, and implements various administrative systems and procedures designed to maximize the PSC workflow, thereby creating staffing efficiencies.

Works with practice leadership to manage staff schedules. Evaluates daily staffing needs and coordinates coverage to support patient flow and provider productivity.

Participates in departmental preparation for Joint Commission and other regulatory site visits and Surveillance Rounds, ensures the physical environment is maintained (enters work orders, follows up).

Ensures that HIPAA privacy policies and procedures are fully implemented and reviews any Patient Privacy changes with PSC team to ensure understanding and implementation.

Assists in special projects to support practice goals and meet hospital revenue, compliance and patient satisfaction related topics.

Builds and maintains ongoing working relationships with staff, clinical and physician members of the practice to facilitate positive morale and support provider workflow.

Identifies, monitors, and resolves IS issues which impact the practice's operation. Participates in the evaluation of IS equipment and systems.

Triages and manages patient telephone calls, utilizing courteous customer service skills.

Maintains confidentiality and privacy, which is consistent with HIPAA guidelines.

Provides cross coverage for other Practice staff members for absences, vacations, etc. and during variations in workflow, as needed.

Ordering of all administrative supplies and consent forms for clinical and admin dept

Provides back up to MA Team Lead for ordering clinical supplies via third party vendor

Manages all Epic Templates for providers with Vacation/Holidays.

Address patient questions, complaints, and concerns

Coordinates the workflow and schedules within the unit to ensure an efficient daily operation.

Troubleshoots workflow as needed working with management to coordinate staffing and replacement coverage

Function as the pod/unit "Super User" for EPIC CADENCE scheduling system.

Surgical Scheduling

Performs all other duties as assigned

Qualifications

QUALIFICATIONS:

Associate degree in Secretarial Science/Business, or a Secretarial Training Certificate Program preferred.

Minimum of 5 years work experience in medical group practice, billing and/or managed care setting required.

SKILLS/ ABILITIES/ COMPETENCIES REQUIRED:

• Demonstrated experience to interface with various levels of the practice.
• Thorough knowledge of EPIC CADENCE system modules and its features, electronic medical record modules and transition to PATCOM, with all system features, as applicable.
• Demonstrated ability to work independently, with limited supervision, resolve issues, is organized, attentive to detail and achieve outcomes within the team.
• Excellent written and verbal communication skills.
• Ability to multi-task and organize information.
• Ability to handle sensitive information with absolute confidentiality.
• Working knowledge of software applications including Microsoft Word, Excel, PowerPoint, Photoshop and Access databases.
• Customer-service orientation.
• Ability to make decisions independently or to escalate issues as needed.
• Demonstrates effective interpersonal and communication skills.
• Demonstrates knowledge of HIPAA Confidentiality and Privacy policies.
• Demonstrates an understanding of Disaster protocols to include: fire, safety, code calls, per the mandatory training, as outlined by MGH and JCAHO guidelines.

EEO Statement

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.