At Mass General Brigham, we know it takes a surprising range of talented professionals to advance our mission—from doctors, nurses, business people and tech experts, to dedicated researchers and systems analysts. As a not-for-profit organization, Mass General Brigham is committed to supporting patient care, research, teaching, and service to the community. We place great value on being a diverse, equitable and inclusive organization as we aim to reflect the diversity of the patients we serve.
At Mass General Brigham, we believe a diverse set of backgrounds and lived experiences makes us stronger by challenging our assumptions with new perspectives that can drive revolutionary discoveries in medical innovations in research and patient care. Therefore, we invite and welcome applicants from traditionally underrepresented groups in healthcare — people of color, people with disabilities, LGBTQ community, and/or gender expansive, first and second-generation immigrants, veterans, and people from different socioeconomic backgrounds – to apply.
Job Summary
The Program Coordinator is primarily responsible for coordinating new patient appointments for the Department of Obstetrics & Gynecology. The Program Coordinator is also responsible for a variety of supervisory, administrative, and practice-specific programs and functions including but not limited to working with the Fetal Care Program. He/she will report to the Program Manager and MFM/CFM Practice Administrator and is under the general direction of OBGYN Department/Programs Administrator and Medical Director(s).In Accordance with all BWH established policies and procedures, the Program Coordinator will communicate respectfully and professionally with all new patients calling the ambulatory practices and triage and book patient appointments appropriately as well as analyze trends in location, service, and provider demand.
Qualifications
Education
High School Diploma or equivalent
Can this role accept experience in lieu of a degree?
Yes
Licenses and Credentials
Experience
Program support or program management experience 1-2 years required
Knowledge, Skills and Abilities
- Ability to prioritize, delegate, and manage multiple projects and responsibilities simultaneously.
- Basic financial/accounting skills.
- Strong oral and written communication skills.
CUSTOMER SERVICE:
Coordinates all registration and visit-related activities for new patients to the practices. In collaboration with Manager(s), serve as point person for patient satisfaction efforts and improvement initiatives.As a member of the ambulatory practice leadership team, 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.Scheduling, including insurance authorizations and payment collection. Supervises and assists with managing the Fetal Care Program Call Center including but not limited to, taking calls, running metric reports, QA callings, etc. Works with new patient or patient representative to obtain all records, films, and pathology reports prior to visit to optimize the initial visit and prevent re-testing.Processes new patient referrals as appropriate, which may require interaction with the referring physicians’ offices, insurance, patient access services, and managed care personnel.Obtains referrals for patient appointments not acquired by the Patient Service Center and processes payment for self-pay patients.Provides information to new patients to ensure a smooth transition from referral call to registration to billing/ financial counseling.Serves as an administrative lead to ensure that all new patient experiences are optimal given our 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 in a professional and timely manner through service recovery.Reviews and modifies all patient information and educational materials, brochures, display boards, packets, and websites regularly and as needed. Identifies system and/or organizational barriers to patient care and recommends strategies to improve access.Collects, prepares, and analyzes reporting data related to quality of patient care services and patient satisfaction.Provides statistical data points for provider visits to ensure clinical sessions are in concert with the Medical Director’s guidelines and with their patient panel requirements.Maintains providers schedule templates in the scheduling system for all practice providers sessions for Fetal Care Program Develops and leads projects aimed at improving the patient experience and patient satisfaction.Assists Manager with new employee on-boarding assignments and orientation. Maintains hospital customer service standards with particular attention to teamwork and patient-staff interactions.Attends management and leadership 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 Managers in the supervision of the performance and daily activities of all ambulatory practice secretaries and receptionist.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 Managers to create, implement, and evaluate projects and systems for enhancing practice operations.OTHER DUTIES:
Participates in Hospital or Partner’s Healthcare System teams as appropriate.Performs other duties as assigned.
Additional Job Details (if applicable)
Physical RequirementsStanding 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
45 Francis Street
Scheduled Weekly Hours
40
Employee Type
Regular
Work Shift
Day (United States of America)
EEO Statement:
The Brigham and Women's Hospital, Inc. is an Affirmative Action Employer. By embracing diverse skills, perspectives and ideas, we choose to lead. 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.
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.