ED Treatment Area Coordinator 40hr Evening 3p-11p

Mass General Brigham•Boston, MA

1d•$20 - $28•Onsite

About The Position

Under the general direction of the ED Administrative Supervisor/Manager, the incumbent coordinates administrative and reception support functions in the Emergency Department. This role facilitates communication within and across treatment areas and external Hospital departments. Responsibilities include arriving patients, coordinating arrivals to treatment areas, monitoring patient disposition to aid throughput, and facilitating movement to/from test sites and procedure areas. The role also involves organizing belongings, paperwork, and transportation for patient discharge. The ED Treatment Area Coordinator triages telephone calls, monitors entrances to secured areas, and screens individuals before allowing entry. Sensitivity to patient needs and responsiveness to medical and nursing staff are crucial. The position involves receiving patients’ relatives and visitors and directing them appropriately. Excellent interpersonal, communication, customer service, and organizational skills are essential. The incumbent is expected to train and be competent to cover 7 unique treatment areas with different workflows and requirements, as well as the ED Main Desk position.

Requirements

High School Diploma or Equivalent required
Experience in patient registration, customer service, or a related healthcare administrative role: 1-2 years required
Proficient knowledge of medical terminology, insurance processes, and registration procedures.
Strong understanding of insurance verification, pre-authorizations, and coordination of benefits.
Experience working with electronic health record (EHR) systems and registration software.
Excellent communication and interpersonal skills to interact effectively with patients, colleagues, and external stakeholders.
Detail-oriented with exceptional organizational skills to manage complex registration processes and handle multiple tasks simultaneously.
Ability to exercise discretion and maintain patient confidentiality in handling sensitive information.
Basic computer skills and/or facility to learn computer skills required for Microsoft Outlook, EPIC, etc.
Every weekend
Up to 6 holidays per year

Nice To Haves

Ability to handle sensitive and confidential information appropriately
Sound judgment and critical thinking
Ability to prioritize effectively
Ability to handle multiple tasks in a busy environment
Strong organizational and follow-through skills
Accuracy and attention to detail
Strong customer service and interpersonal skills
Strong communication skills
Ability to be flexible and to function within a team environment
Has the ability to maintain composure in stressful circumstances.

Responsibilities

Performs patient arrival, enters demographic data, and obtains medical record number. Places ID band on patient and verifies name and date of birth.
Rooms patient in Epic, conducts bedside registration interview, and may search belongings for ID if patient is acute.
Understands process to secure belongings for evidence, enters patient data into monitoring system, and advises patients regarding valuables.
Assembles, labels, and appropriately routes patient paperwork.
Reviews treatment area census in Epic frequently and updates to ensure accuracy.
Acts as a liaison between clinical staff and transport to ensure appropriate timing of transport to test areas.
Arranges patient transport for tests and places patient's name on transport board.
Uses and differentiates between “Back In Bed” and “Back To Bed” functions in Epic.
Monitors Epic Trackboard to provide timely notice that all handoffs are complete and inquires of clinical staff if timing is appropriate for transfer to inpatient unit.
Arranges patient transport to inpatient and observation units and places patient name and appropriate destination on Transport Board.
Supports Alternative pathway to NWH admission by documenting bed assignment from Admitting, notifying Nursing, completing transfer checklist and arranging transportation.
Facilitates communication between patients/visitors and Providers/Nurses, and provides direction and advice on non-clinical matters.
Responds to clinician requests for assistance and refers unresolved requests to the Charge for follow-up.
Observes waiting areas/treatment areas and reports disruptions, unusual activity, or change in patient status to Security or Clinical staff as appropriate.
Assists with security by monitoring entrances to the areas and may request limits to the number of visitors at clinician request.
Understands Section 12 paperwork and notifies Security or Clinician if a patient on Section 12 tries to leave.
Responds to entrance requests in secured areas via the monitor and screens before allowing entry.
Troubleshoots reported hardware and software problems, opens Help Desk tickets for unresolved issues, and notifies the Charge.
When directed by Nursing, explains Violence Against Women Act billing options to patients, completes necessary paperwork, and notifies appropriate parties for Registration and Billing updates.
Understands and complies with policy related to SANE paperwork and arranges SANE nurse parking through the Charge.
Rounds regularly, collects paperwork from Provider ‘done basket’, labels paperwork, checks patient location in Epic, and appropriately routes the paperwork.
Runs reports to determine current location of patients who have left the department and other information.
Reviews the referral list and notifies Charge of patients in the Department with unlinked referrals.
Sets up communication aids for patients when requested (IPOP, VPOP), or pages Interpreter services.
Uses the Belongings function in Epic to document valuables and belongings.
Checks safe log, notifies Charge Coordinator, and ensures that valuables are returned to patient prior to departure.
Ensures patient belongings are returned to patient if they were secured.
Arranges discharge transportation at the direction of clinicians (taxi, chair car, ambulance, etc.) and ensures MD completes Ambulance Necessity Form.
For patient transfers to other facilities, assembles paperwork, ensures Cobra Form is complete and signed, sends original with patient, and files copies.
For patient deaths, labels Report of Death and gives to physician, assembles paperwork for Medical Examiner, and assists with returning valuables to families.
Dismisses patients from Epic and the monitoring system, and processes dismissal paperwork.
Answers all incoming calls for the treatment area, directs calls, or assists callers.
Understands protocols related to off-scope patients and appropriately directs inquiries.
Records and communicates lab results (stats and panic values) and appropriately re-directs stat result calls from the Micro lab.
Uses intercom system and Voalte system for intradepartmental communication.
Initiates pages at the request of treatment area staff and when noting the need for support services.
Assists patients with notifying/calling families upon request.
Calls ancillary departments to obtain services.
Troubleshoots issues with Voalte phones and reports unresolved issues to the Charge.
Reconciles Voalte phone inventory and notifies Charge of missing phones and phones not signed out.
Meets all competencies to cover the main ED phone lines.
Receives request via intercom for visitor permission from Front Desk Reception, checks with patient's nurse for permission, and relays to Front Desk Reception.
Greets, assists, and directs visitors arriving in the treatment area, and may have to redirect visitors to the family waiting area.
Follows through on visitor inquiries throughout the patient stay and may request or instruct visitors to leave at the request of treatment area staff.
Prints additional ID band and delivers to patient room for patients on call to OR.
Secures and documents patient valuables and belongings or arranges for family to take them for patients on call to OR.
Assembles any patient paperwork and labels it for patients on call to OR.
Orders and stocks specified forms and clerical supplies for the treatment area.
Tracks down and obtains supplies at the request of clinical staff.
Obtains equipment and arranges for equipment replacement/repair at the request of clinical staff.
Pages Environmental Services to clean discharge bays.
Calls Buildings and Grounds, Network Services, Biomedical Engineering, etc., and arranges for routine immediate maintenance repairs.
Communicates unresolved supply, equipment, physical plant, safety, etc. issues to the Charge Coordinator or Team Lead for follow-up.