GENERAL SUMMARY/ OVERVIEW STATEMENT:

Working under general supervision and direction from the Practice Manager, the incumbent will provide high quality customer service for all oral and maxillofacial patients. The incumbent will support all aspects of the physician's practice for clinical care management including working with the administrative staff assistants and academic coordinator to maintain the schedule and activities of the physician. Facilitates and schedules all patient appointments, including surgical and ancillary tests, obtaining referrals, authorizations and pre-certifications on all surgical patients. In addition to analyzing office systems, work flow, referral pattern enhancement, this position involves responsibility for helping with the process enhancement of the practice in all activities. Requires discretion and judgment to organize priorities, complete tasks and handle confidential patient information.

PRINCIPAL DUTIES AND RESPONSIBILITIES:

• Manage high volume phone lines in a professional and courteous manner
• Schedules patient procedures using Epic System
• Orders/ coordinates/obtain outside films, as well as any additional clinical information needed to ensure efficiency and accuracy of consultations and second opinion visits
• Calls all patients for reminders of appointments, procedures and monies due
• Answers patient/family questions regarding appointments, surgery and preoperative instructions as appropriate
• Reviews and obtains insurance approvals for main operating room cases, outpatient procedures and tests i.e. MRI, CT
• Thorough knowledge of all HMO's, managed care and other third party insurers
• Schedules follow up appointments, procedures, IVS as appropriate
• Provides reassurance to patients and families regarding treatment course and follow up communication contact
• Manages preparation of surgical cases: confirms pre-op testing, compile necessary paperwork and confirm date and time of procedure
• Schedules and maintains the main operating room and surgical day care schedules for physician
• Coordinates schedule of multiple complex appointments using multiple systems and resources
• Works with Admitting Department and International Office to coordinate appointments of self pay and international patients
• Request financial quotes for pending inpatient or outpatient services and relate information to patient when necessary
• Aids in billing issues and solutions
• Coordinates appointments with MGH interpreters as necessary
• Ensure and protects patient confidentiality: works within HIPAA-compliant procedures
• Troubleshoots work flow issues
• Works on special projects as assigned

TEAMWORK AND COLLABORATION

• Cross covers for other staff members for breaks, lunches, vacations, etc and during variations in work-flow as needed
• Temporarily provides coverage and support to physicians during unexpected staff vacancies
• Aids in training of new insurance coordinators when needed
• Communicates both internally and externally to efficiently provide follow up appointments and referrals to multidisciplinary practices
• Communicates with physicians and practice manager regarding patient flow issues and develops and implements improvement plans
• Meets with Physician on a weekly basis for a smooth and organized practice
• Works with departmental managers to implement new technology, participate in meetings and process improvement projects.
• Performs all other duties that are practice specific and are appropriate to this level of position including fostering and enhancing relationships with other departments and areas in the hospital as well as referral base outside of MGH

QUALIFICATIONS:

EDUCATION:

• Minimum of high school degree required
• Associates or Bachelors degree or equivalent secretary certificate or working experience preferred

EXPERIENCE:

• Minimum of 3 -5 years of applicable experience required

SKILLS/ABILITIES/COMPETENCIES REQUIRED:

• Epic Hyperspace application-schedules patient appointments; utilizes resource scheduling techniques to link providers and resource rooms.
• Maintains Epic Hyperspace application to build and facilitate physician schedules
• Romexis System: saves incoming materials to internal system
• PATA scheduling system: schedules Pre-Admission testing and appointments for surgical patients. Requires knowledge of clinical requirements for pretesting
• OR Book It system: using online OR booking system to electronically communicate with OR Schedulers and reserve prime time OR slots for surgical procedures. Also, selects ultimate time for wait cases when OR time is unavailable for surgeon
• Patient Gateway system: use Patient Gateway to communicate with patients when necessary
• Access MOSAIC systems: MOSAIC for electronic OR schedules
• Microsoft Office Applications: as necessary use Outlook, Word Excel, Power Point, Super User
• Insurance knowledge of all types of insurances including dental insurance to better aid patients financial responsibilities