Patient Service Coordinator Orthopedic Surgery

Site: The General Hospital Corporation

Mass General Brigham relies on a wide range of professionals, including doctors, nurses, business people, tech experts, researchers, and systems analysts to advance our mission. As a not-for-profit, we support patient care, research, teaching, and community service, striving to provide exceptional care. We believe that high-performing teams drive groundbreaking medical discoveries and invite all applicants to join us and experience what it means to be part of Mass General Brigham.

Job Summary

The Patient Service Coordinator II (PSC II) position offers exposure to the clinical, operative, and administrative aspects of the Orthopedic Surgery Department. This position offers terrific opportunities to work alongside our Orthopedic surgeons, advanced practice providers, and leadership teams.

Working under general supervision from the Clinical Director, the PSC II will provide administrative support to the Orthopedic Department within an ambulatory setting. They will be responsible for supporting clinical operations within the practice. They will be expected to function with minimal supervision in a fast-paced surgical field.

The ideal candidate possesses expert knowledge in all information systems relevant to the position. Having a clinical background is preferred. The ideal candidate demonstrates excellent organizational skills, is detail oriented, and is well informed of all programs, services and procedures related to the work of the Department.

Qualifications

PRINCIPAL DUTIES AND RESPONSIBILITIES: Indicate key areas of responsibility, major job duties, special projects and key objectives for this position. These items should be evaluated throughout the year and included in the written annual evaluation.

• Utilizes ACD lines to schedule all patient appointments in an expedient and professional manner, adhering to service level standards. Provides excellent customer service. Ensures customer satisfaction and compliance with departmental and service standards.
• The PSC II will utilize the MGB Orthopedic Decision Tree to ensure the patient is scheduled with the correct provider, at the correct location within the expected timeframe.
• Daily monitoring of appointment reports for accuracy. If discrepancies, communicating with ACT leads to identify and escalate issues. Submit tickets via Digital Service Hub if indicated.
• Daily monitoring and execution of eReferral work queue for MGH Orthopedics.
• Daily monitoring and execution of the MGH Orthopedic Epic inbasket pool. Communicating with local leadership and admin teams to deliver information regarding second opinions and WC patients. Also includes sending WC fee agreements.
• Responds to all tasks in a timely fashion.
• Attends staff meetings as required and actively supports operational initiatives & changes within office setting.
• Complies with all internal & external regulatory requirements.
• Complies with the Orthopedic Services policies & procedures.
• All other duties as assigned.

Back-up Coverage and Miscellaneous Projects

• Provides information to patients, visitors and Hospital personnel, observing Hospital and Departmental policies and procedures.
• Performs all other duties that are practice specific and are appropriate to this level of position; this may include projects as assigned.

SKILLS/ABILITIES/COMPETENCIES REQUIRED: Must be realistic, objective, measurable and related to essential functions of this job.

• Ability to work independently.
• Able to work well as part of a collaborative health care team
• Excellent interpersonal skills are required for working with patients.
• Excellent oral and written communication skills.
• Analytical skills and the ability to resolve technical or research problems and issues and to interpret the acceptability of data results.
• High degree of computer literacy.
• Excellent organizational skills and ability to prioritize a variety of tasks.
• Impeccable attention to detail.
• Ability to demonstrate professionalism and respect for patient rights and individual needs.

EDUCATION: Specify minimum education and clearly indicate if preferred or required

BA/BS preferred.

EXPERIENCE: Specify minimum creditable years of experience and clearly indicate if preferred or required

Minimum of 1-2 years of related experience in ambulatory surgery

Clinical background is strongly preferred

Experience with Epic strongly preferred

WORKING CONDITIONS: Describe the conditions in which the work is performed.

The qualified candidate will work primarily at a workstation within an office environment in Danvers, Boston, or Waltham; however, travel to other clinic sites might be required. Hybrid options may be available after training has completed and quality of work reflects department standards as set by manager.

Additional Job Details (if applicable)

Physical Requirements

• Standing Occasionally (3-33%)
• Walking Occasionally (3-33%)
• Sitting Constantly (67-100%)
• Lifting Occasionally (3-33%) 20lbs- 35lbs
• Carrying Occasionally (3-33%) 20lbs- 35lbs
• Pushing Rarely (Less than 2%)
• Pulling Rarely (Less than 2%)
• Climbing Rarely (Less than 2%)
• Balancing Occasionally (3-33%)
• Stooping Occasionally (3-33%)
• Kneeling Rarely (Less than 2%)
• Crouching Rarely (Less than 2%)
• Crawling Rarely (Less than 2%)
• Reaching Occasionally (3-33%)
• Gross Manipulation (Handling) Constantly (67-100%)
• Fine Manipulation (Fingering) Frequently (34-66%)
• Feeling Constantly (67-100%)
• Foot Use Rarely (Less than 2%)
• Vision- Far Constantly (67-100%)
• Vision- Near Constantly (67-100%)
• Talking Constantly (67-100%)
• Hearing Constantly (67-100%)

Remote Type

Hybrid

Work Location

104 Endicott Street

Scheduled Weekly Hours

40

Employee Type

Regular

Work Shift

Day (United States of America)

Pay Range

$18.99 - $27.17/Hourly

Grade

4

At Mass General Brigham, we believe in recognizing and rewarding the unique value each team member brings to our organization. Our approach to determining base pay is comprehensive, and any offer extended will take into account your skills, relevant experience if applicable, education, certifications and other essential factors. The base pay information provided offers an estimate based on the minimum job qualifications; however, it does not encompass all elements contributing to your total compensation package. In addition to competitive base pay, we offer comprehensive benefits, career advancement opportunities, differentials, premiums and bonuses as applicable and recognition programs designed to celebrate your contributions and support your professional growth. We invite you to apply, and our Talent Acquisition team will provide an overview of your potential compensation and benefits package.

EEO Statement:

The General Hospital Corporation is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religious creed, national origin, sex, age, gender identity, disability, sexual orientation, military service, genetic information, and/or other status protected under law. We will ensure that all individuals with a disability are provided a reasonable accommodation to participate in the job application or interview process, to perform essential job functions, and to receive other benefits and privileges of employment. To ensure reasonable accommodation for individuals protected by Section 503 of the Rehabilitation Act of 1973, the Vietnam Veteran's Readjustment Act of 1974, and Title I of the Americans with Disabilities Act of 1990, applicants who require accommodation in the job application process may contact Human Resources at (857)-282-7642.

Mass General Brigham Competency Framework

At Mass General Brigham, our competency framework defines what effective leadership "looks like" by specifying which behaviors are most critical for successful performance at each job level. The framework is comprised of ten competencies (half People-Focused, half Performance-Focused) and are defined by observable and measurable skills and behaviors that contribute to workplace effectiveness and career success. These competencies are used to evaluate performance, make hiring decisions, identify development needs, mobilize employees across our system, and establish a strong talent pipeline.