General Summary/Overview Statement:



The Fish Center for Women's Health and the Osher Clinical Center for Integrative Medicine are both licensed under Brigham and Women's Hospital and located at 850 Boylston Street in Chestnut Hill. Under the direction of the Fish/Osher Practice Manager, this position is responsible for providing day to day support and oversight of the Osher, Fish Gynecology, and Fish Medical Specialties ambulatory practices. The Practice Coordinator is expected to be on-site and available to physicians, staff and patients during business hours, unless assigned to activities that require time away from the practice site.


Reporting directly to the Fish/Osher Practice Manager, the Practice Coordinator will help to ensure smooth day-to-day operation of the Osher Clinical Center and the Fish Center's Medical Specialties and Gynecology Clinics, meeting the expectation that patients will receive both exceptional care and exceptional service. Under the direction of the Practice Manager, the Coordinator supports daily clinic operations such as monitoring/managing patient flow, payment batching and reconciliation, report management, assistance with staff schedules, as well as conveying areas needing managerial involvement. The Practice Coordinator is an integral part of assisting the Practice Manager with implementing BWH Ambulatory initiatives, participating in continuous improvement projects, and coordinating work related to the clinics' growth.



Principal Duties and Responsibilities:



The Practice Coordinator is responsible for supporting the Practice Manager to ensure smooth clinical operations and process flow for both clinics. The Practice Coordinator is expected to facilitate the prompt resolution of problems that arise in daily clinical operations and to collaborate with the Practice Manager in providing a consistent standard of service. The Practice Coordinator is responsible for anticipating and addressing staffing issues, room assignment issues, and equipment or supply issues that could negatively impact the efficient flow of the clinical sessions.



1. Operational Responsibilities



• Expert in tasks related to registration, scheduling, and billing processes for clinic visits. Allocates, assigns and schedules administrative staff to specific tasks when necessary.


• Perform daily batching for clinics, and related activities.


• Assists with training and orientation of new Osher Clinical Center and Fish Center Medical Specialties/Gynecology administrative team members.


• Monitors and supports timely patient flow on a day-to-day basis - this spans the check-in/out process, fee collection, and satisfaction-related opportunities.


• Support Practice Manager in implementing new initiatives as required by BWH or other regulatory entities; assist with monitoring to ensure sustainability.


• Assist Practice Manager in resolving/redirecting patient billing problems and inquires relating to all specialty services rendered.


• Assist the Practice Manager with provider schedule templates for all clinic physicians, including cancellations, changes, etc.


• Provides daily operational support to all providers as needed.


• Track patient issues that could lead to satisfaction issues in clinics, and inform Practice Manager as appropriate. Recommend solutions and improvements when required.


• Trained as super user in Epic and other required IS systems.


• Monitor and report on room utilization regularly to ensure timely room assignments, excellent patient flow.


• Responsible for data gathering, report management and other patient communication / clinic management systems; provide updates to Practice Manager.


• Helps Practice Manager coordinate appropriate coverage when staffing levels are not sufficient, possibly including evening and weekend hours.


• All other duties as assigned. Cross-coverage as necessary.



2.
Office Management



• Under the direction of the Practice Manager, coordinates office and clinic maintenance and equipment repairs.


• Orders office supplies and medical supplies for the clinics.


• Must be able to troubleshoot and provide support in the event of equipment failure. This includes contacting companies, scheduling service calls, and keeping service maintenance record.


• Interface with biomedical engineering, facilities, IS, Telecom, and Central Processing Department as required.



3.
Customer Service Focus - Responsibilities and Initiatives



• In collaboration with the Practice Manager, the Practice Coordinator will lead initiatives to create a high level of customer service by working closely with all staff and providers to create the ideal patient experience and environment.


• The Practice Coordinator will support leading, maintaining and encouraging staff to incorporate patient focused behaviors and integrating personal patient interaction in the everyday workflow.


• Working with the Practice Manager, assist with implementing customer service standards.


• Meets and greets patients regularly, throughout the day.


• As guided by the Practice Manager, compile customer service metrics (e.g., NRC, Patient Gateway, ACD, Secret Shopper).



WORKING CONDITIONS:



• Hospital based ambulatory practices. Normal patient environments where there are some exposures to communicable diseases, unpleasant odors, needle and blood products.



Qualifications

QUALIFICATIONS:



• High school diploma.


• Bachelor's degree strongly preferred.


• Must have a minimum of 2-3 years of experience in ambulatory practice environment.


• Experience with multiple medical specialties preferred.


• Must have thorough understanding of billing processes and knowledge of medical terminology.



SKILLS/ ABILITIES/ COMPETENCIES REQUIRED:



• Commitment to service excellence, with the ability to demonstrate a consistently professional level of customer service with all patients, providers, and colleagues.


• Willing and able to work with Practice Manager to balance initiatives and projects to meet all deadlines.


• Ability to multi-task in a busy setting.


• Ability to adapt in a changing healthcare environment.


• Must be pro-active and handle complex and diverse patient interactions in a variety of situations, some of which are stressful.


• Demonstrated ability in project management and project implementation.


• Excellent organizational, analytical, time-management and problem-solving skills.


• Excellent written and verbal communication skills.


• Must exhibit flexibility and function effectively in a fast-paced, growing environment.


• Ability to communicate professionally and with confidence to all audiences.


• Proficiency with computers including excel spreadsheets, word processing and data entry.


• Excellent interpersonal skills.



EEO Statement

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.