Ambulatory Practice Coordinator - SSMC (Float) - South Shore Health

Job Description Summary

Performs a variety of functions related to the accurate and timely processing of patient appointments, including but not limited to scheduling follow-up appointments, following established workflows, ensuring referrals are placed for outside tests and consultations; serves as the liaison between department physicians and scheduling staff and coordinates physician schedules communicating requests for schedule changes to Provider Scheduling. Performs other functions, including answering the phones, faxing, calling for outside records, processing forms, and additional tasks as directed.Provides coverage across multiple departments within the medical center at the Norwell location, including coverage for scheduling and operator functions. Work schedule includes weekends/holidays with reasonable notice.

Job Description

Position Requirements

Greet patients and visitors promptly, courteously, and helpfully, routing them appropriately and responding to requests for information.

Schedule patient appointments per established provider/department-specific scheduling rules.

• Reschedule or move patients if applicable.

Provide specific information regarding follow-up appointments and tests.

• If applicable, work collaboratively with the Referrals Department to coordinate tests, consultations, or treatment recommendations as instructed by the physician.

Answer phones, place calls, respond to inquiries, and take messages; respond to/follow up on Epic In basket requests promptly.

Obtain medical information from other facilities upon request of the physician.

• Receive and distribute incoming faxes as indicated; transmit outgoing documents.

Assists with training of new employees upon request.

Must have excellent customer/patient service skills, which include eye contact, acknowledging the patient if they are waiting.

Maintain work area in a neat and orderly manner.

Needs to be able to multi-task and handle stressful situations calmly. Needs to be able to address patient issues and questions as they come up and know when to ask for help. This will happen daily.

Must be a team player and have the ability to work collaboratively with the team as well as alone.

Waiting Room Secretary: (including but not limited to the following)

• Responsible for initiating walk-in workflow when patients appear at a desk without a scheduled appointment.
• Be watchful of patients in the waiting room, ensuring all patients have been checked in by reception.
• Alert clinical staff when patients return from lab and x-ray, following established workflows in place.

Assist with coverage in off-site primary care office if needed.

Communicate any issues with your manager if you or a team member are not able to address them (or keep your manager updated on any issues or workflow changes that may be needed to make your job more efficient)

Have knowledge of and adhere to the SSMC/SSHS Mission Statement and all SSMC policies and procedures.

CUSTOMER SERVICE/CHECK–IN
Greets and acknowledges all patients and visitors, both in the office and on the telephone, with professionalism and directs to appropriate services.

a. Acts as a positive role model to other staff, encouraging others to interact with customers, engage in conversation, and express interest.

b. Proactively greets customers by name and with individualized interest.

c. Follows through on messages to inform the entire team of issues as needed.

d. Monitors patient flow and attendance throughout the day, frequently checking the waiting area and keeping patients informed of delays as needed.

e. Acknowledges customer arrival at the desk promptly and courteously.

f. Fosters a pleasant and professional office environment in keeping with Culture of Service Excellence standards.

g. Answers telephones by the third ring, using an accepted greeting and in a professional tone per the telephone etiquette standards.

h. Checks phone messages each hour and responds to calls within the same business day.

i. Checks Epic In basket for actionable items, prioritizing high-priority items first within the same business day.

j. Demonstrates ability to quickly and accurately act on requests with professionalism and excellent service.

k. Demonstrates independence, proficiency, and accuracy with processes, ensuring regulation compliance.

l. Orients new patients to essential guidelines and expectations (Cancellation and no-show policy, MMR policy, DOT payment, waitlist expectations, etc.)

m. Consistently and independently detects and corrects errors in patient charts according to department standards.

n. Actively seeks out opportunities to act as a mentor to other staff.

3 - SCHEDULING APPOINTMENTS

Schedules primary care appointments efficiently, accurately, coordinated and integrated to maximize optimal utilization of resources and patient access to services.

Respect patient privacy and understand the impact of data accuracy on the Medical Center operations.

a. Accurately and efficiently linking to other locations on our Epic EMR

b. Able to accurately and independently complete a full set of appointments, including single discipline and multiple disciplines, according to scheduling standards.

c. Accurately cancel and reschedule all canceled appointments at the time the message was received.

d. Communicate with all appropriate staff promptly regarding any conflicts or difficulty scheduling visits.

e. Consistently cooperates team-wide to meet any scheduling needs.

f. Uses creative approaches to solve scheduling difficulties and maximize optimal utilization of resources and timely access to service.

g. Actively seeks out opportunities to act as a mentor to other staff about the scheduling process.

4 - DAILY ASSIGNMENTS AND LONG-TERM PROJECTS

Works independently to complete daily assignments by the end of the shift and long-term assignments by the deadline established.

a. Efficiently manages work schedule to accomplish tasks and activities before deadline.

b. Works independently with infrequent need for supervision

c. Informs supervisor when not able to meet deadline.

5 -   TECHNOLOGY:

Embraces technological solutions to work processes and practices.

a. Accountable to respond to Tiger messages, email, and Epic messages according to department standards.

b. Accepts the changing environment as technology advances and is willing to learn new techniques and equipment.

c. Receptive to changes in department work processes and practices.

d. Seeks appropriate guidance for new techniques.

e. Offers suggestions for change to improve department.

f. Participates in continued learning and is willing and able to learn and utilize new technology and procedures that continue to develop in their role and throughout the organization.

g. Embraces technological advances that allow us to communicate information effectively and efficiently based on role - for example, Outlook, Epic, and Tiger.

7 - PATIENT INTERACTIONS:

Staff will work to enhance the patient experience in every interaction.

a. Demonstrates professional courtesy in all interactions with patients, family, and coworkers.

b. Answers all questions politely and professionally or find someone who can answer the question.

c. Able to handle complex or challenging patients or situations calmly and professionally.

d. Able to report issues/concerns using the chain of command.

e. Acknowledges patients when you cannot assist immediately, making eye contact.

8 - DEPARTMENT WORKFLOW AND OPERATIONS:

Staff will work together to facilitate a smooth department workflow:

a. Prints, reviews, and inquires about all department-specific reports as needed.

b. Completes hand-off communication with each shift change or time away from the front office.

c. Able to complete weekly/monthly assignments according to rotating schedule.

d. Assists with ordering of supplies

e. Works collaboratively as a team, helping each other out and knowing when you need to interject and help.

f. Obtain records from outside facilities when requested.

g. Anticipate issues ahead of time, which includes reviewing schedules and looking for any issues before the patient comes in for their appointment.

h. Responding to messages promptly.

i. Having a positive attitude.

9 - DAILY OFFICE FUNCTIONS:

Staff can independently manage daily office functions:

a. Able to perform multiple work tasks efficiently and effectively.

b. Able to maintain a high level of concentration at all times.

c. Able to identify within themselves when they need time away from the front desk and find the appropriate coverage.

d. Participate in professional and appropriate conversations at the front desk or in the area of patients and their family members.

e. Able to work under pressure and to maintain composure during stressful situations.

f. Able to provide a high level of service for all interactions at the front desk.

g. Able to complete tasks according to assigned deadlines.

h. Utilizes critical thinking and problem-solving in day-to-day operations as well as in emergent situations.

i. Communicates appropriately and effectively following the chain of command.

j. Demonstrates dependability and flexibility in meeting the scheduling needs of the department.

k. Various provider support tasks

l. Other tasks and functions as needed.

Minimum Education - Preferred
High School Diploma preferred.
 

Minimum Work Experience
One to three (1–3) years of healthcare office experience is required/preferred.

Required additional Knowledge, and Abilities
Strong customer service skills are required in person and by telephone.

Prior EMR experience (Epic) for scheduling and registration functions is strongly preferred.