Scheduler-Unit Coordinator (Monday-Friday 8:30am-5:00pm)

Department Description: Gastroenterology at BID Needham provides the community with expertise in all areas of gastroenterology and hepatology (liver diseases). The department is serviced by highly-trained, board-certified gastroenterologists who provide specialized care in the areas of esophageal disorders, gastroesophageal reflux disease, liver diseases, disorders of the pancreas and biliary system, motility disorders, and inflammatory bowel diseases (Crohn’s disease and ulcerative colitis). We also provide clinical expertise in all aspects of diagnostic and therapeutic endoscopy and perform more than 2,600 procedures each year.

Job Location: Needham, MA

Req ID: 42822BR

Job Summary: Provides administrative support for the Center for Digestive Health and Gastroenterology Department by answering and screening telephone calls and taking accurate messages. Schedules patient procedures, coordinating and communicating with other hospital staff as needed. Seamless ability to schedule, register, and follow patient through until discharge. This position is responsible for delivering the highest quality service to patients while contributing to the smooth functioning of practice operations. This position includes some or all of the following responsibilities: Problem-solving skills, a positive approach to teamwork, strong communication skills, the ability to handle multiple priorities, attention to detail and a focus on customer service. Assists in maintaining an organized, clean, and professional physical environment. Acts as a liaison between patients, endoscopy team, referring physicians, other hospital services and disciplines, and external customers. The highest regard for patient confidentiality is an expectation at all times. Acts in a professional manner and puts patient needs first.

Essential Responsibilities:

• Responsible for scheduling all endoscopy and cardioversion/TEE appointments, utilizing excellent customer service skills either in person or by telephone.
• Under the general direction of the director of gastroenterology, performs a wide variety of specific and specialized duties, to schedule outpatient and inpatient appointments, using independent judgement, ingenuity, and initiative.
• Acknowledges the need to treat patients individually considering their needs (cultural sensitivity) and is able to provide appropriate communication.
• Confirms patient information required to include full name, DOB, insurance information, and telephone number.
• Utilizing professional interpersonal skills works with patients and provider offices to schedule appointments.
• Coordinates the anesthesia schedule as it relates to scheduling.
• Manages each call to its completion and ensures that each procedure is accurately scheduled.
• Set-up interpreter services when needed for patient appointment utilizing available technology.
• Is the resource person for the offsite office managers to contact when scheduling procedures
• Effectively uses critical thinking skills to problem solve incorrect orders.

Required Qualifications:

• High School diploma or GED required.
• 0-1 years related work experience required.
• Knowledge of medical terminology required
• Ability to work independently within a fast-paced environment, multi-tasking with accuracy, and prioritizing when there are multiple competing tasks and demands on time.
• Experience with computer systems required, including web based applications and some Microsoft Office applications which may include Outlook, Word, Excel, PowerPoint or Access.

Preferred Qualifications:

• Minimum of 3 years to 5 years in hospital financial setting or clinical setting preferred.

Competencies:

• Decision Making: Ability to make decisions that are guided by general instructions and practices requiring some interpretation. May make recommendations for solving problems of moderate complexity and importance.
• Problem Solving: Ability to address problems that are varied, requiring analysis or interpretation of the situation using direct observation, knowledge and skills based on general precedents.
• Independence of Action: Ability to follow precedents and procedures. May set priorities and organize work within general guidelines. Seeks assistance when confronted with difficult and/or unpredictable situations. Work progress is monitored by supervisor/manager.
• Written Communications: Ability to communicate clearly and effectively in written English with internal and external customers.
• Oral Communications: Ability to comprehend and converse in English to communicate effectively with medical center staff, patients, families and external customers.
• Knowledge: Ability to demonstrate full working knowledge of standard concepts, practices, procedures and policies with the ability to use them in varied situations.
• Team Work: Ability to work collaboratively in small teams to improve the operations of immediate work group by offering ideas, identifying issues, and respecting team members.
• Customer Service: Ability to provide a high level of customer service to patients, visitors, staff and external customers in a professional, service-oriented, respectful manner using skills in active listening and problem solving. Ability to remain calm in stressful situations.

Physical Nature of the Job:
Light work: Exerting up to 20 pounds of force frequently to move objects. Some elements of the job are sedentary, but the employee will be required to stand for periods of time or move through out the hospital campus