Program and Patient Services Coordinator
Massachusetts General Hospital(MGH)

Boston, Massachusetts

Posted in Health and Safety

Job Info


General Summary:

Under the general direction of the Senior Administrative Manager, Home Based Care, the Home Hospital Program Coordinator will function as a key member of the Home Based Care team. S/he will work with providers, care teams, case managers and directly with patients and families to coordinate screening and enrollment into the Medical Home Hospital and Surgical Home Hospital programs, novel programs designed to treat acutely ill patients and pre- and post-surgical patients, respectively, in their homes. The Home Hospital Program Coordinator will play an essential role in the coordination of patient care, with an emphasis placed on efficient and exemplary service. The Home Hospital Program Coordinator is expected to effectively organize priorities, complete tasks proactively, manage confidential patient information, and work efficiently and effectively with hospital providers and the Home Based Care teams.

Principal Duties and Responsibilities:

  • Facilitate patient screening and enrollment into the Medical Home Hospital and Surgical Home Hospital programs
    • Work with providers to screen eligible patients using the Epic electronic health record
    • Attend multidisciplinary rounds for assigned teams as a representative and advocate for the Home Base Care program
    • Interact with patients and families
    • Coordinate patient enrollment with Inpatient or Emergency Department care team, outpatient providers, and Home Hospital teams
    • Communicate with patients, families, and Case Management to arrange for transport home from the hospital
  • Maintain Home Hospital schedule for pre-approved admissions
  • Accurately enter data on Home Hospital referrals into Red Cap database
  • Develop and disseminate patient materials such as brochures, videos, and handouts
  • Coordinate with aspects of home care with the Home Hospital teams, including home visits, supplies/equipment, transportation to appointments, and team communication
  • Assist with prior authorizations
  • Participate in huddle calls with the clinical care teams
  • Submit monthly physician payments
  • Manage group pager
  • Enter notes into EPIC when appropriate
  • Maintain the Home Hospital EPIC census
  • Manage and complete patient experience calls
  • Support the Senior Administrative Manager with reviewing invoices for accuracy
  • General duties
    • Strategize with Home Hospital care teams around process improvements for the Home Based Care Program
    • Leverage interpreter phone on a pole (IPOP) technology to communicate with patients and families who do not speak English
    • Maintain confidentiality and privacy consistent with HIPAA guidelines
    • Develop and maintain relationships with Operations Associates, Resource Nurses, members of care team, admitting team and units
    • Respond promptly to all pages, phone calls, and emails
    • Other tasks as assigned

Skills/Abilities/Competencies Required:

  • Strong communication, interpersonal and team skills
  • Demonstrates a commitment to the MGH Mission, Credo and Boundaries, and to Patient Care Services vision in creating a welcoming and professional environment.
  • Ability to engage with a diverse population of patients, families, visitors, providers, and colleagues
  • Prioritizes work in a dynamic, high-volume and fast-paced innovative environment
  • Computer savvy with strong ability to learn and navigate multiple systems
  • Knowledge of HIPAA Confidentiality and Privacy Policies
  • Demonstrates a willingness to learn
  • Identifies trends and opportunities for improvement
  • Provides highest quality in all aspects of work; detail-oriented with the ability to enter information into multiple systems accurately
  • Effectively prioritizes work, manages competing priorities, and endeavors to complete all work on time
  • Ability to adjust quickly to the changing demands and needs of the program

  • Prior customer service experience preferred.
  • Prior administrative experience strongly preferred.
  • Prior healthcare experience strongly preferred.
  • Prior experience with EPIC a plus.

EEO Statement
Massachusetts General Hospital is an Equal Opportunity Employer. By embracing diverse skills, perspectives and ideas, we choose to lead. Applications from protected veterans and individuals with disabilities are strongly encouraged.

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