Program Coordinator: Family Planning/BWH Surgical Scheduler

GENERAL SUMMARY/ OVERVIEW STATEMENT: Summarize the nature and level of work performed.

The Abortion and Gynecology Program Coordinator is split 50/50 position that oversees all Abortion division front desk operations and surgical OR scheduling for the Gynecology division in the Department of Obstetrics & Gynecology. The Abortion and Gynecology Coordinator requires highly organized, multi-tasking, clinical triaging, and excellent customer service skillset.

In Accordance with all BWH established policies and procedures, the Program Coordinator will communicate respectfully and professionally with all patients calling the ambulatory practices and triage and book patient appointments appropriately as well as analyze trends in location, service and provider demand.

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.

CUSTOMER SERVICE:

1. Coordinates all registration and visit-related activities for patients scheduling with the practices.
2. In collaboration with the Practice Manager(s), serve as point person for patient satisfaction efforts and improvement initiatives.
3. The Ambulatory Program Coordinator is responsible for ensuring all patients and family members are attended to in a professional and compassionate manner.
4. Serves as patient liaison to communicate patient needs and feedback to appropriate clinical team members.
5. Books all surgical cases requested by the division, which can include coordinating with the Operating Room teams and Weiner Center teams at multiple Brigham locations.
6. Obtains and scans any necessary consents, and relevant insurance or medical documents that may be required for Surgical cases.
7. Coordinate with different departments and divisions for scheduling joint cases, scheduling consults, and utilization of assigned Operating room blocks.
8. Supervises and assists with managing the functions of the division including but not limited to, taking routine calls, running metric reports, QA callings, etc.
9. Trains back up Surgical schedulers within their division and cross covers other OBGYN division surgical schedulers.
10. Obtains referrals for patient appointments not acquired by the Patient Service Center and processes payment for self-pay patients, which may require interaction with the referring physicians' offices, insurance, patient access services, and managed care personnel.
11. Verifies Insurance coverage and requests Prior Authorizations when required, including informing patients, documenting authorization details, and payment collection if appropriate.
12. Review copay collection, efficiency of collection, nature of denials and ensure improvement of collecting surgical copay collections in the division.
13. Serves as an administrative lead to ensure that all surgical experiences are optimal given our current resources.
14. Coordinates and facilitates collection of patient feedback through focus groups and/or patient surveys.
15. Works in conjunction with Practice Manager, Practice Leadership, and Patient & Family Relations to ensure patient complaints are responded to in a professional and timely manner through service recovery.
16. Reviews and modifies all patient information and educational materials, brochures, display boards, packets, and websites regularly and as needed.
17. Identifies system and/or organizational barriers to patient care and recommends strategies to improve access and utilization with the Operating room.
18. Collects, prepares, and analyzes reporting data related to quality of patient care services and patient satisfaction.
19. Maintains providers schedule templates in the scheduling system for all practice providers sessions, including continuity clinics, OR/Procedure schedules, and satellite clinics.
20. Develops and leads projects aimed at improving the patient experience and patient satisfaction.
21. Assists Practice Manager with new employee on-boarding assignments and orientation to the surgical scheduling team.
22. Maintains hospital customer service standards with particular attention to teamwork and patient-staff interactions.
23. Attends division leadership and surgical scheduling meetings as necessary.
24. Operates independently within established guidelines for the majority of duties.
25. All other duties as assigned.

OPERATIONS:

1. Develops and maintains systems for collecting, analyzing and reporting measures of productivity, efficiency, and quality of patient care.
2. Monitors physician clinic schedules and coordinates schedule modifications to meet patient needs.
3. Contributes to the development and maintenance of unit-based policies and procedures related to the quality and efficiency of practice operations.

HUMAN RESOURCES:

1. Collaborates with Practice Manager(s) in the supervision of the performance and daily activities of all ambulatory practice secretaries and receptionist.
2. Coordinates and oversees orientation of new secretarial support staff.
3. Promotes professional growth in practice support staff by developing and conducting customer service related educational programs.
4. Oversees practice secretary scheduling in conjunction with the lead secretary.
5. Co-leads bi-monthly staff meetings with secretarial support staff with Practice Manager.

QUALITY:

Collaborates with Practice Manager(s) to create, implement, and evaluate projects and systems for enhancing practice operations.

OTHER DUTIES:

1. Participates on Hospital or Partner's Healthcare System teams as appropriate.
2. Performs other duties as assigned.

QUALIFICATIONS:

• Minimum of a high school diploma or GED.
• Bachelor's degree preferred.
• 1 to 2 years of healthcare or abortion experience.
• Strongly preferred fluent in Spanish.
• Strong analytical, organizational, interpersonal, and demonstrated customer service skills required.

SKILLS/ ABILITIES/ COMPETENCIES REQUIRED:

• Excellent interpersonal and telephone skills - verbal and written.
• Knowledge of medical terminology; ob/gyn preferred.
• Computer skills including outlook, word, excel (previous experience in Epic a plus).
• Excellent organizational, prioritization and thinking skills required.
• Strong interpersonal skills required due to sensitive nature of the work. Must be comfortable to speak with patients about potential obstetrical risk and outcomes.
• Ability to think independently and multi-task.
• Must be able to work collaboratively with both the administrative, nursing and attending staff.
• Strong analytical skills.

HOSPITAL WIDE RESPONSIBILITIES:

Works within legal, regulatory, accreditation and ethical practice standards relevant to the position and as established by BWH/Partners; follows safe practices required for the position; complies with appropriate BWH and Partners policies and procedures; fulfills any training required by BWH and/or Partners, as appropriate; brings potential matters of non-compliance to the attention of the supervisor or other appropriate hospital staff.

BWH 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.

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