Program Coordinator, BWH-SURGICAL SCHEDULER, FAMILY PLANNING, RES GYN

Job Description - Program Coordinator, BWH-SURGICAL SCHEDULER, FAMILY PLANNING, RES GYN (3278525)

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

The Abortion and Gynecology Program Coordinator is a 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 skills.

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 :

CUSTOMER SERVICE :

• Coordinates all registration and visit-related activities for patients scheduling with the practices.
• In collaboration with the Practice Manager(s), serves as point person for patient satisfaction efforts and improvement initiatives.
• The Ambulatory Program Coordinator is responsible for ensuring 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.
• Books all surgical cases requested by the division, coordinating with the Operating Room teams and Weiner Center 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.
• Supervises and assists with managing the functions of the division including routine calls, running metric reports, QA callings, etc.
• Trains backup Surgical schedulers within their division and cross covers other OBGYN division surgical schedulers.
• Obtains referrals for patient appointments not acquired by the Patient Service Center and processes payment for self-pay patients.
• 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.
• Serves as an administrative lead to ensure that all surgical experiences are optimal given current resources.
• 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 professionally and timely.
• Reviews and modifies all patient information and educational materials, brochures, display boards, packets, and websites regularly as needed.
• Identifies system and / or organizational barriers to patient care and recommends strategies to improve access and utilization with the Operating room.
• Collects, prepares, and analyzes reporting data related to quality of patient care services and patient satisfaction.
• Maintains providers schedule templates in the scheduling system for all practice providers sessions.
• Develops and leads projects aimed at improving the patient experience and patient satisfaction.
• Assists Practice Manager with new employee onboarding assignments and orientation to the surgical scheduling team.
• Maintains hospital customer service standards with particular attention to teamwork and patient-staff interactions.
• Attends division leadership and surgical scheduling meetings as necessary.
• Operates independently within established guidelines for the majority of duties.
• All other duties as assigned.

OPERATIONS :

• Develops and maintains systems for collecting, analyzing, and reporting measures of productivity, efficiency, and quality of patient care.
• Monitors 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.

HUMAN RESOURCES :

• 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 :

• Minimum of a high school diploma or GED.
• 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 the 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.

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.

Brigham and Women’s Hospital is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, sex, color, religion, national origin, sexual orientation, protected veteran status, or on the basis of disability.

Primary Location

75 Francis St

Professional / Managerial

Organization

Brigham & Women's Hospital(BWH)

Schedule

Full-time

Standard Hours 40

Shift

Day Job

Posted Shift Description Mon, Tues, Thu, Fri 7 AM - 3 : 30 PM, Wed 8 AM - 4 : 30 PM

Employee Status

Regular

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