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Senior Healthcare Practice Coordinator

2 months ago

Newton, United States Mass General Brigham Full time

MASS GENERAL BRIGHAM

Job Title: Senior Healthcare Practice Coordinator

Job Code: MG Grade: 294A FLSA Status: Non-Exempt

Overview:

Mass General Brigham is dedicated to prioritizing patient care. Every team member contributes to enhancing the experience and treatment of our patients. Our commitment is characterized by delivering exceptional and secure patient services, treating all individuals with respect and dignity, and striving for excellence in customer service.

The Senior Healthcare Practice Coordinator plays a crucial role within the healthcare team, ensuring the highest standards of customer service while maintaining safety and efficiency. This position involves indirect patient care aligned with professional training and experience. By fostering relationships with patients, families, clinicians, and colleagues, the Senior Coordinator serves as a vital team member, delivering quality service and supporting the achievement of key objectives aimed at enhancing patient experiences and organizational goals. Additionally, this role provides mentorship and guidance to other practice staff.

Key Responsibilities:

  • Collaborate with the Practice Manager to oversee daily operations of the practice.
  • Execute administrative tasks with minimal supervision at the highest proficiency level.
  • Assist patients in accordance with established protocols, utilizing exceptional customer service skills.
  • Lead the team by assigning and prioritizing tasks, troubleshooting issues, and providing training and support.
  • Ensure coverage for the Call Center Lead as necessary.
  • Make informed decisions regarding staff assignments and monitor attendance.
  • Work closely with the Practice Manager to assess work queues and performance metrics.
  • Identify training needs and promote excellent customer service, acting as a role model for compliance with service standards.
  • Guide staff in resolving complex issues and provide feedback for performance evaluations.
  • Assist in the recruitment and onboarding of new staff members.
  • Facilitate training for both new and existing team members.
  • Act as a super user for scheduling systems and clinical protocols, offering training and assistance to colleagues.
  • Handle sensitive information with discretion and adhere to privacy regulations.
  • Participate in special projects as directed.

Qualifications:

  • Minimum of an Associate's Degree; Bachelor's preferred.
  • At least three years of experience in a medical office or administrative support role.
  • Comprehensive knowledge of practice operations and standards.
  • Proficient in administrative procedures such as filing, copying, and scanning.
  • Excellent communication skills, both verbal and written, with the ability to manage sensitive situations professionally.
  • Strong organizational skills with the ability to prioritize tasks effectively.
  • Advanced computer skills and proficiency in relevant applications.
  • Ability to analyze situations and determine appropriate actions within established guidelines.
  • Understanding of medical terminology and insurance processes.
  • Knowledge of compliance with hospital, state, and federal regulations, including HIPAA.