Ambulatory Practice Coordinator, SSMC-Quincy

South Shore Health•Quincy, MA

4d•Onsite

About The Position

The Ambulatory Practice Coordinator performs a variety of functions to support accurate and timely patient appointment processing, including scheduling follow-up appointments, following established workflows, and ensuring referrals are placed for outside tests and consultations. The coordinator serves as a liaison between department physicians and scheduling staff and coordinates physician schedules by communicating schedule-change requests to Provider Scheduling. Other tasks include answering phones, faxing, requesting outside records, processing forms, and completing additional duties as directed. The role supports patient access and an excellent patient experience through courteous service, accurate scheduling and registration work, timely communication, and effective coordination of department workflows. The coordinator manages daily assignments and longer-term projects, works with Epic and other communication technologies, and assists with office operations and provider support. This is an in-person position, Monday through Friday, with one holiday per year. The posted compensation range is $19.10–$27.30.

Requirements

High school diploma preferred.
One to three years of healthcare office experience is required/preferred, as stated in the posting.
Strong customer service skills in person and by telephone.
Basic Life Support (BLS) certification through the American Heart Association, including courses offered through South Shore Health.
Ability to manage multiple tasks, maintain concentration, work under pressure, and remain composed in stressful situations.
Ability to work independently with infrequent supervision and complete assignments by deadlines.
Ability to communicate effectively, work collaboratively, and demonstrate dependability and flexibility to meet department scheduling needs.

Nice To Haves

Prior Epic electronic medical record experience for scheduling and registration functions is strongly preferred.

Responsibilities

Greet and direct patients and visitors professionally in person and by telephone.
Monitor patient flow, keep patients informed about delays, and orient new patients to relevant office policies and expectations.
Answer calls, check phone and Epic messages, and respond to messages and requests within department standards.
Schedule, cancel, and reschedule primary care appointments accurately and efficiently, including appointments involving multiple disciplines or locations.
Coordinate scheduling needs with appropriate staff and communicate conflicts or difficulties promptly.
Serve as a liaison between physicians and scheduling staff and communicate physician schedule-change requests to Provider Scheduling.
Place referrals for outside tests and consultations and obtain records from outside facilities when requested.
Complete daily assignments and longer-term projects by established deadlines, informing a supervisor when a deadline cannot be met.
Respond to Tiger messages, email, and Epic messages according to department standards, and learn and use new technology and procedures.
Provide courteous, professional, and calm service to patients, families, visitors, and coworkers, including in challenging situations.
Support department workflow through hand-offs, reports, rotating weekly or monthly assignments, supply ordering, schedule review, and other office functions.
Perform provider-support tasks and other duties as needed.
Work collaboratively, use critical thinking to resolve operational issues, and communicate through the appropriate chain of command.
Mentor and support other staff in customer service and scheduling processes when opportunities arise.