GENERAL SUMMARY/ OVERVIEW STATEMENT: Summarize the nature and level of work performed.
Under general direction of the Senior Administrative Manager the incumbent is responsible for day to day access group operations, ensuring that productivity and quality standards are met. Provides leadership and direct supervisory support to team members. Provides and supports professional development opportunities to team members. Ensures that patients and other customers are serviced efficiently and effectively. Contributes to development and oversees implementation of process improvement initiatives and relevant projects.
The incumbent is expected to spend approximately 25-50% of their time dedicated to managerial and supervisory responsibilities and remaining time (50 - 75%) on responsibilities of a Patient Services Coordinator II or III.
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.
Responsible for ensuring smooth daily functioning of the team and able to work in any capacity that the team needs to ensure that service level remains acceptable, including phone triage and oversight, prior authorization management, eFax management, management of the Neurology referral work queue, and serves as point of support to Department Physicians and staff.
Participates in conversations with the outpatient team and department leadership to evaluate clinic resources and processes in the context of MGPO and Neurology Department
Identifies system and operational problems through analysis of current processes and utilization of available reporting metrics and dashboards. Recommends solutions and improvements and escalates data trends requiring additional attention to Sr. Administrative Manager. Participates in department- wide improvements. Maintain monthly dashboard - including but not limited to referral volume tracking, referral source tracking, phone call volume analysis, and staffing workload comparisons.
Manages projects and oversees implementation of new initiatives for the access team.
Responsible for overseeing the new and follow-up workqueues and assigning to appropriate staff. Implements strategies such as waitlist tools and reminder systems to ensure high clinic fill rates and backfill rates.
Responsible for overseeing eFax workqueue and various access projects.
Partners with the Sr. Administrative Manager in the areas of recruitment, hiring, orientation and training of employees. Responsible for onboarding, coordination of systems and training requests for new employees.
Provides coaching and mentoring to team leader(s) and team members to improve operational effectiveness and quality.
Provides leadership and direction and encourages teamwork. Facilitates interactions amongst their team and works to maintain good morale. Leads daily huddle and weekly staff meetings.
Responsible for answering and triaging incoming telephone calls, taking messages and assisting patients and families with problem resolution both in-person and over the telephone as needed.
Responsible for creating agenda and presenting at weekly staff meetings and attending other required meetings when necessary.
Consistently monitors progress and provides feedback on team member performance. Administers corrective action for less than acceptable performance and/or other issues. Informs Administrative Manager of any significant corrective action escalation or concerns.
Completes performance appraisals for employees.
Assists with the team's payroll within UKG, including making changes.
Assists in the development and communication of department policies and procedures. Communicates and implements department policies and procedures to all employees and makes recommendations for revisions. Provides oversight for the implementation of new initiatives and processes.
Develops and maintains schedules and forecasts workloads and staffing requirements for Administrative Manager's approval Discusses restructure of staffing patterns to meet any changing needs of the department.
Assists with and responds to escalated patient feedback. Investigates and resolves complaints, questions and concerns. Escalates to Administrative Manager as needed.
Works closely with Administrative Manager to ensure team efforts are aligned with departmental goals.
Able to fulfill roles and responsibilities of all Patient Service Coordinator II and III roles in Neurology.
Qualifications
QUALIFICATIONS: (MUST be realistic, neither overstated nor understated, and related to the essential functions of the job.)
Associate Degree or equivalent experience
2-4 years prior related healthcare experience
1-2 years supervisory experience strongly preferred
Knowledge of medical terminology (preferred)
Managed care plan requirements (preferred)
SKILLS/ ABILITIES/ COMPETENCIES REQUIRED: (MUST be realistic, measurable, objective, and related to the essential functions of the job.)
Excellent Customer Service skills
Strong leadership skills
Strong communication, interpersonal and team skills
Ability to exercise judgement in dealing with sensitive, confidential information
Operational, problem solving and decision-making skills
Ability to work independently and as a member of a team
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.
