The Practice Coordinator appropriately supports patients, families, caregivers, and clinicians to coordinate pediatric needs in a culturally sensitive manner. The Practice Coordinator optimizes clinic schedules, organizes mail, outside electronic medical requests, conducts population health outreach, and other administrative duties as assigned. In additional he/she gathers information for patient registration: schedule appointments, verify demographic, insurance, and financial information for patients. Coordinate and arrange for services provided in Pediatric Primary Care, various Boston Medical Center specialties, and occasionally outside referrals.
Responsible for coordinating and documenting in the electronic medical record all the functions and activities related to patient access including, but not limited to: front end customer service, patient registration, insurance/coverage verification, appointment, surgical, and procedural scheduling and a variety of administrative duties in support of the pediatric department (such as handling phones & mail, filling out forms, filing, photocopying, faxing, preparing letters, reports, and other administrative duties as assigned).
Practice Coordinators participate in research studies being implemented in the ambulatory clinic as related to work flow, managing and collecting research data in standardized forms and making update reports to providers and researchers.
ESSENTIAL RESPONSIBILITIES / DUTIES:
1) Addressing Needs
- Assists with scheduling outpatient and surgical visits as well as follow-up as needed (including consults, tests, in-office procedures, follow-up visits and cross-booking interpreters, radiology, etc.) with specialty clinics
- Coordinates external referrals and authorizations to specialists and other care providers (i.e., external providers, Behavioral Health, Enteral and Incontinence Durable Medical Equipment)
- Requests school and early Intervention documentation
- Identifies areas of improvement for the front desk and office flow
- Assists in the training of new staff members in the practice’s standard of operations policies regarding patient care
- Monitors schedules for wait lists, re-schedules and cancellations. Recommends improvements to workflows to ensure maximum schedule utilization
- Maintains inventory of supplies, equipment and/or reagents. May order supplies/equipment/reagents as authorized or ensure that needs are escalated appropriately. Receives supply orders and confirms accuracy of delivery. May assist with cost control.
- Coordinate non-emergency transportation (PT-1) requests
- Provide educational materials and support families as it relates to care coordination.
- Uses a variety of cultural, linguistically and educational appropriate strategies, in a variety of settings. Coordinates with Interpreter Services, as needed.
- Collaborates and coordinates with health care team members, including medical practice assistants, medical providers, patient navigators and social workers to support patient needs.
- Coordinates all outside referrals and ensures that families know where to go and what is necessary to keep these appointments.
- Provides support as needed to optimize daily flow
- In addition, performs a wide variety of administrative duties to ensure proper functioning of assigned department including, but not limited to:
- Educates patients about the patient portal and encourages patient participation
- Reception & customer service
- Registration demographics
- Visit management
- Insurance/coverage verification
- Co-payment collection
- Front-end review and correcting registration & insurance edits
- Pre-authorization, referral coordination and referral reconciliation
- Referral work lists
- Provides a variety of administrative duties in support of the practice (such as handling phones & mail, filling out forms, filing, photocopying, faxing, preparing letters, reports, etc.).
2) Compliance and Contract reporting:
- Documents patient encounters, resource development efforts, and other interventions for each patient, including date, time, and signature in the electronic medical record.
- Complies with departmental, regulatory and contract requirements for documentation recording, and data collection, and submits department statistics and other records and reports within required time frames.
3) Research
- Works closely with the Pediatric Research Group to ensure that patients are provided information about and access to research studies and survivorship services and events
- Provides interventions according to research study protocols
- Interact with Research PIs
- Work with Research Study Coordinators to fulfill key aspects of study protocols
- Deliver research interventions according to study protocols and attend intervention team meetings
- Collects and manages clinical data in standardized format
- Complies with departmental, regulatory and contract requirements for documentation recording, and data collection, and submits department statistics and other records and reports within required time frames.
4) Meets hospital-wide standards in the following areas:
- Conforms to hospital standards of performance and conduct, including those pertaining to patient rights and privacy
- Utilizes hospital’s policies and standards as the basis for decision making and to support the hospital’s mission and goals.
- Follows established hospital safety procedures
5) Other Duties:
- Provides other administrative and special project assistance as required or assigned Remains knowledgeable of and follows appropriate policies, procedures, and work standards, including but not limited to, policy regarding hours of work, absenteeism, and tardiness.
- Maintains competency in areas of responsibility to ensure quality of care.
- Maintains strict protocols of all confidential or sensitive information
- Attends hospital required and relevant training sessions or activities, as assigned by the Program Manager.
- Promotes a positive and collaborative work environment supportive of the hospital’s missions and goals.
- Provides a link between the Pediatric Department, other hospital departments and external clinics.
- Adapts to changing departmental needs, including but not limited to, offering assistance to other team members, adjusting assignments, and other functions as determined Assists in orientation/training of new staff members and volunteers.
- Performs other duties assigned or as necessary
- (The above statements in this job description are intended to depict the general nature and level of work assigned to the employee(s) in this job. The above is not intended to represent an exhaustive list of accountable duties and responsibilities required).
JOB REQUIREMENTS
EDUCATION:
Bachelor’s Degree or
Associate’s plus one year of relevant experience or
HS/GED plus 3 years of relevant experience
CERTIFICATES, LICENSES, REGISTRATIONS REQUIRED:
N/A
EXPERIENCE:
(See notes under Education requirements above)
Experience in maternal and child health preferred.
KNOWLEDGE AND SKILLS:
- Bilingual or Multilingual heavily preferred, particularly: Spanish, Haitian Creole, Cape Verdean Portuguese, and Portuguese
- Previous experience using computerized appointment scheduling systems (EPIC preferred) and/or electronic Medical Record (eMR) system (ideally EPIC-Care).
