Operations Coordinator (Cardiac Arrhythmia Service)

The Operations Coordinator is responsible for the oversight of the administrative support operations of the Cardiac Arrhythmia Service. She/he is the direct line manager of the Cardiac Arrhythmia Service's non-clinical administrative support staff.

Working under the general direction of the Administrative Manager for the Cardiac Arrhythmia Service, the Operations Coordinator leads and participates in the development, monitoring, and implementation of effective and efficient administrative operations. She/he leads and participates in departmental operations improvement initiatives. She/he provides administrative and project management support to the Administrative Manager, Section Chief, and other departmental leadership team members.

Operations:

Directs and supervises administrative, clerical, and ancillary activities across the service.

Oversees the scheduling of patient appointments, testing, and procedures; ensures that patient access to care is a priority focus for the service and staff.

Oversees staff - patient interactions; ensures successful telephone call center implementation for the service and monitors staff performance and key performance metrics.

Maximizes service capacity by promoting facilitation of patient throughput and by assuring timely and accurate patient encounter information.

Develops and implements systems to ensure cost effective operations.

Manages non-salary expenses including budget development, expense monitoring, variance analysis, leadership of unit based and departmental expense reduction initiatives.

Collaborates with clinicians and others in planning and facilitating the introduction and use of new facilities, equipment, technology, and supplies.

Develops and maintains systems to ensure the confidentiality and integrity of patient record/information.

Personnel Management:

Hires, trains, terminates and evaluates non-clinical administrative support personnel.

Coordinates the orientation of new employees and participates in training for new systems and technology.

Facilitates ongoing development of support staff.

Develops staffing patterns and schedules staff to meet work demands.

Customer Service:

Supports, promotes, and demonstrates MGH customer service philosophy.

Promotes and initiates active communication with leadership, staff, and other departments.

Directs and assists patients, families, and staff in accessing appropriate resources.

Environment of Care (EOC):

Ensures MGH Environment of Care and Life Safety standards are met: Safety, Security, Emergency Preparedness, Life-Safety Management, Equipment Management, Utility Management, Hazardous Materials.

Directs and supervises support staff and influences clinical staff to create and maintain highest quality environment of care.

Leads the surveillance process and collaborates with other departments to ensure the environment supports the work of patient and family care to the highest degree possible.

Administrative Support:

Completes and supports staff payroll processes.

Provides key administrative support to leadership collects and manages data; develops and implements tracking systems - e.g.: performance appraisal, paycheck distribution, fit testing compliance.

Provides meeting, business, and general office support.

Professional Development:

Adheres to MGH & Cardiology Division requirements for required training

Identifies learning opportunities and collaborates to enhance professional development.

Continuously evaluates role and makes recommendations for change to ensure that organizational and clinical support needs are met.

Continually evaluates quality and safety performance, identifies improvement opportunities, and plans and implements programs for improvement.

Qualifications

Bachelor's Degree, required

Business/healthcare management experience preferred.

Must demonstrate the ability to inspire others.

Leadership qualities to include strong interpersonal and customer service skills; problem solving, sound judgment, and analytic skills; and ability to prioritize, delegate and manage multiple responsibilities.

Business software proficiency

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.