Provider Services Coordinator

Wentworth-Douglass Hospital, an affiliate of 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 in equal access to quality care, employment and advancement opportunities encompassing the full spectrum of human diversity: race, gender, sexual orientation, ability, religion, ethnicity, national origin and all the other forms of human presence and expression that make us better able to provide innovative and cutting-edge healthcare and research.

JOB SUMMARY

The Provider Services Coordinator performs administrative duties relevant to oncology operations. Under general supervision,
schedules a variety of patient appointments and provides administrative support to patients and health care providers in a high-volume
setting. Functions as a point of contact for patients to facilitate timely and coordinated clinical visits.

ESSENTIAL FUNCTIONS

1. Provides coordination and communication of patient care activities.

a. Schedules, re-schedules and cancels all patient appointments, including emergency and add on appointments, requiring an
understanding of scheduling procedures for infusion, e.g. how long infusions will take.
b. Evaluates the patients' plans of care, optimizing clinical outcomes.
c. Demonstrates critical thinking skills, effectively resolving issues regarding patients, unusual events and/or practice-based
problems.
d. Collaborates with physicians and other disciplines in the coordination of patient care planning, to include coordination
outside referrals, general surgery, and other specialty offices. Includes review of insurance coverage limits and coordinating
referrals with PCP office.
e. In a timely manner, informs appropriate leaders of relevant information affecting any function of the practice, e.g. patient
occurrences, clinical situations, etc.
f. Arranges provider schedules, managing daily schedule for physicians by following clinic guidelines in place related to volume,
hours, availability and other related scheduling guidelines.
g. Provides cross coverage for other practice staff members for absences, vacations, etc. and during variations in worklfow as
needed.
h. Provides telephone assistance to callers and triages information to patients, providers and staff.

2. Effectively communicates with patients/family members.

a. Communicates with patients in a manner that is consistent with WDH service expectations and the Language of Caring
program as outlined in support of patient satisfaction. Verifies patient using two patient identifiers
b. Notifies patients and/or relays provider recommendations based on the specific direction/instruction of the physician or
provider. Caution used when communicating on the phone in patient care areas as well as appropriate response and
communication via the patient portal.

3. Works to improve Press-Ganey patient satisfaction scores.

a. Works effectively and cooperatively with other members of the team to identify opportunities for improvement in Press-
Ganey results and actively participates in recommending plans of action to address any identified issues.

4. Works to improve processes related to hospital initiatives and other clinical quality measures.

a. Works effectively and cooperatively with other members of the team to identify opportunities for improving processes or
other clinical initiatives within the WDH system. Actively participates in recommending plans of action to address any
identified issues.

5. Other general duties as assigned/directed.

a. Maintains work area in a professional and organized manner.
b. Performs all other duties as assigned/directed.

Experience Minimum Required
3 years’ experience as a healthcare office setting supporting patient's directly and via phone with ● scheduling needs.

Experience Preferred/Desired
● Basic understanding of medical terminology.

Education Minimum Required
● High School diploma or equivalent.

Special Skills Minimum Required
● Ability to handle multiple tasks and adapt quickly to changing priorities
● Strong computer skills
● Basic medical terminology
● Ability to organize work priorities and meet specific objectives under time constraints
● Ability to multi-task
● Strong interpersonal skills

Wentworth-Douglass Hospital is an Equal Opportunity 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.