Ambulatory Practice Coordinator - SSMC (Float)

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. 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. Assist 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:

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. Acts as a positive role model to other staff, encouraging others to interact with customers, engage in conversation, and express interest. Proactively greets customers by name and with individualized interest. Follows through on messages to inform the entire team of issues as needed. Monitors patient flow and attendance throughout the day, frequently checking the waiting area and keeping patients informed of delays as needed. Acknowledges customer arrival at the desk promptly and courteously. Fosters a pleasant and professional office environment in keeping with Culture of Service Excellence standards. Answers telephones by the third ring, using an accepted greeting and in a professional tone per the telephone etiquette standards. Checks phone messages each hour and responds to calls within the same business day. Checks Epic In basket for actionable items, prioritizing high-priority items first within the same business day. Demonstrates ability to quickly and accurately act on requests with professionalism and excellent service. Demonstrates independence, proficiency, and accuracy with processes, ensuring regulation compliance. Orients new patients to essential guidelines and expectations (Cancellation and no-show policy, MMR policy, DOT payment, waitlist expectations, etc.). Consistently and independently detects and corrects errors in patient charts according to department standards. Actively seeks out opportunities to act as a mentor to other staff.

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. Knowledge, Skills and Abilities: Excellent verbal and written communication skills; excellent computer skills with knowledge of various software applications; excellent interpersonal skills; ability to analyze procedures, maximize efficiency, and identify opportunities for improvement; ability to meet demanding deadlines and balance multiple tasks. Ability to convey ideas effectively with staff and senior leadership in a fast-paced environment; detail-oriented with excellent organizational and prioritization skills; proactive. Employees must demonstrate computer proficiency through efficient use of the electronic medical record, appointment scheduling software, patient registration system, E-mail, SSMC intranet, and other computer software as required. Physical Demands: Work may require sitting and/or standing for up to 8 hours per day; also stooping, bending and stretching for files and supplies. Job occasionally calls for lifting items weighing up to 25 pounds. Requires manual dexterity sufficient to operate a keyboard, calculator, telephone, copier, fax and such other office equipment as necessary. Sight requirements include depth perception, ability to adjust vision to bring object into focus; ability to distinguish colors and read numbers. Correctable to 20/20. It is necessary to view computer screens and perform word processing functions. Hearing must be in the normal range for telephone contacts. Working Conditions: Business/medical office setting. Climate controlled. Fluorescent lighting. Flexibility regarding scheduling may be requested from time-to-time in keeping with clinical or business concerns. SSMC reserves the right to make temporary or long-term reassignments (potentially impacting a position’s location, department, practice area, schedule and/or duties). Reassignment decisions are based upon prior/current job performance, experience, education, knowledge, skills, abilities, length of service and other qualifications and/or circumstances. #J-18808-Ljbffr