Patient Services Coord. II (EP-Lab)

Under the general direction of the EP Lab's Resource Nurse(s), Nursing Director, and Administrative Manager, the Patient Service Coordinator II (PSC II) provides administrative and operational support to staff in a fast-paced, high-volume invasive cardiac electrophysiology (EP) lab. The PSC II is responsible for partnering with nursing to coordinate the day-to-day patient flow in the waiting area. S/he is expected to coordinate activities with other hospital departments, i.e., transport, echocardiography, anesthesia, admitting, and provide outstanding services for every patient and staff interaction.

The PSC II is expected to communicate effectively, complete tasks on time, and to manage confidential patient information. This position requires discretion and judgment to organize priorities and coordinate, perform and complete a diverse set of tasks, and enhance the quality of service to our patients, visitors and staff.

1 Greets and interacts with patients, visitors and coworkers in person and via telephone.

2 Receives, organizes and manages information at the front desk (waiting area), and throughout the lab both directly and through use of communication tools, including telephone, paging, fax, and computer.

3 Maintains accurate and timely information about cases, transport, and other activities to facilitate efficient patient throughput.

4 "Closes-the-loop" regarding requests (i.e., patient updates, transport, dietary, Environmental Services, Materials Management, etc.) and assigned tasks with - resource nurse of the day, - EP, Anesthesia and/or Echo staff as appropriate, and - management.

5 Puts (in)patients on call; notifies transport; greets & "parks" inpatients upon arrival in the lab and notifies the resource nurse.

6 Assembles and maintains adequate stock of procedure packets.

7 Maintains patient confidentiality at all times per HIPAA and other guidelines.

1. Completes required training in a timely manner.

2. Participates in and supports quality and process improvement initiatives.

3. Adheres to hospital, departmental and lab-based guidelines.

4. Identifies and communicates to leadership issues of process creating inefficiencies within the operation and assists in their resolution.

5. Willingly performs duties that are lab-specific and are appropriate to this level of position.

Qualifications

• High School Diploma or GED required, Associate degree in business administration or related field preferred.

• Minimum of 2 years of related work experience in medical environment; experience in a hospital setting preferred.

• Previous employment demonstrating the skills and abilities listed above.

• Proficiency with Microsoft Windows and strong keyboard skills preferred.

Customer Focus

• Demonstrates a commitment to the MGH Mission, Credo and Boundaries.

• Prioritizes work in alignment with the needs of the patient, clinicians, and colleagues.

• Acts as a central resource and often first point of contact for lab staff, referring offices and external departs.

• Respects patient confidentiality.

• Enthusiastically connects with a diverse population of patients, visitors, caregivers, and coworkers.

• Anticipates, identifies, and meets service excellence expectations.

Collaboration & Teamwork

• Communicates effectively with patients, families, caregivers, and coworkers in a manner that demonstrates respect, professionalism and a commitment to the team.

• Demonstrates initiative and ability to work both independently and as a contributing member of the team; proactively brings forth new ideas and offers general assistance to colleagues.

• Demonstrates sound judgment & problem-solving skills, and strong organizational, time management, and active listening skills.

• Demonstrates ability to utilize available resources and recognizes when a situation warrants assistance.

• Participates in department initiatives and contributes to team's success.

Flexibility & Resilience

• Demonstrates ability to work productively in a high-volume area, and under stress.

• Responds to change with a positive attitude and remains open-minded.

• Adapts to shifting priorities in response to the needs and requirements of the lab, the Division and the hospital.

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.