Practice Coordinator

Job Description - Practice Coordinator - Infertility & Reproductive Surgery Division (3311509)

GENERAL SUMMARY/ OVERVIEW STATEMENT: The Practice Coordinator is primarily responsible for coordinating new patient appointments for the Department of Obstetrics & Gynecology. The role is split 80% direct patient care facing and 20% supervisor duties. He/She reports to the Practice Manager(s) and is under the general direction of the Ambulatory Administrative Director and Medical Director(s).

In accordance with all BWH established policies and procedures, the Practice Coordinator will communicate respectfully and professionally with all new patients calling the ambulatory practices and triage and book patient appointments appropriately.

PRINCIPAL DUTIES AND RESPONSIBILITIES:

PATIENT CARE OPERATIONS:

• Coordinates all registration and visit-related activities for new patients to the practices.
• In collaboration with the Practice Manager(s), serves as point person for patient satisfaction efforts and improvement initiatives.
• As a member of the ambulatory practice leadership team, ensures all patients and family members are attended to in a professional and compassionate manner.
• Serves as patient liaison to communicate patient needs and feedback to appropriate clinical team members.
• Works with new patients or patient representatives to obtain all records, films, and pathology reports prior to visit to optimize the initial visit and prevent re-testing.
• Processes new patient referrals as appropriate, which may require interaction with the referring physicians’ offices, insurance, patient access services, and managed care personnel.
• Obtains referrals for patient appointments not acquired by the Patient Service Center and processes payment for self-pay patients.
• Provides information to new patients to ensure a smooth transition from referral call to registration to billing/financial counseling.
• Coordinates and facilitates collection of patient feedback through focus groups and/or patient surveys.
• 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.
• Reviews and modifies all patient information and educational materials, brochures, display boards, packets, and websites regularly and as needed.
• Identifies system and/or organizational barriers to patient care and recommends strategies to improve access.
• Collects, prepares, and analyzes reporting data related to quality of patient care services and patient satisfaction.
• Maintains provider schedule templates in the scheduling system for all practice providers sessions, including continuity clinics, evening clinics, and IVF schedules.
• Develops and leads projects aimed at improving the patient experience and patient satisfaction.
• Assists Practice Manager with new employee onboarding assignments and orientation.
• Maintains hospital customer service standards with particular attention to teamwork and patient-staff interactions.
• Attends management and leadership meetings as necessary.
• Operates independently within established guidelines for the majority of duties.
• All other duties as assigned.

SURGICAL SCHEDULING: (IF APPLICABLE)

• Books all surgical cases requested by the division, coordinating with the Operating Room teams and Weiner Center (perioperative) teams at multiple Brigham locations.
• Obtains and scans any necessary consents and relevant insurance or medical documents required for surgical cases.
• Coordinates with different departments and divisions for scheduling joint cases, scheduling consults, and utilization of assigned Operating room blocks.
• Trains backup surgical schedulers within their division and cross covers other OBGYN division surgical schedulers.
• Verifies insurance coverage and requests prior authorizations when required, including informing patients, documenting authorization details, and payment collection if appropriate.
• Reviews copay collection, efficiency of collection, nature of denials, and ensures improvement of collecting surgical copay collections in the division.

SUPERVISOR DUTIES:

• Develops and maintains systems for collecting, analyzing, and reporting measures of productivity, efficiency, and quality of patient care.
• Monitors and manages physician clinic schedules and coordinates schedule modifications to meet patient needs.
• Contributes to the development and maintenance of unit-based policies and procedures related to the quality and efficiency of practice operations.
• Responsible for collaborating with Lead Medical Assistant and Senior Practice Assistant for workflow management and process improvement alongside Practice Manager.
• Responsible for all clinic maintenance which includes EMR, IS, Biomedical Engineering, and Engineering tickets.
• Responsible for all components of support staff coverage (scheduled and unscheduled time off management of our call out/sick line, managing and communicating coverage plans to appropriate clinical team members).
• Collaborates with Practice Manager(s) in the supervision of the performance and daily activities of all ambulatory practice secretaries and receptionists.
• Coordinates and oversees orientation of new secretarial support staff.
• Promotes professional growth in practice support staff by developing and conducting customer service-related educational programs.
• Oversees practice secretary scheduling in conjunction with the lead secretary.
• 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:

• Participates on Hospital or Partner’s Healthcare System teams as appropriate.
• Performs other duties as assigned.

QUALIFICATIONS:

• Bachelor’s Degree Required.
• 3-5 years of healthcare or customer service-related experience.
• Supervisory or lead experience strongly preferred.
• Bilingual in second language strongly preferred.
• 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.
• Ability to think independently and multitask.
• Must be able to work collaboratively with both the administrative, nursing, and attending staff.
• Strong analytical skills.

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.

75 Francis St

Administrative Support

Brigham & Women's Hospital(BWH)

Full-time

Standard Hours 40

Day Job

Posted Shift Description 8 AM - 4:30 PM

Regular