Under the general supervision of the Sr. Administrative Director, the incumbent is responsible for overseeing the day-to-day operations of Patient Service Coordinators and front desk operations in Radiation Oncology at the Boston main campus (5 desks), Newton Wellesley Hospital, and Emerson Hospital, ensuring that productivity and quality standards are met. Provides leadership and direct support to the PSC team, including staffing the front desk as appropriate, and provides and supports cross-coverage for areas of responsibility. In addition, the incumbent will oversee provider clinical space assignments, assigning space for new providers and managing clinical space changes and the associated communication, as needed. Working very closely with administrative leaders, physicians, and other clinical and administrative staff members to ensure a quality-based, customer-oriented flow of work throughout the practice.

Drawing on an understanding of department operations and displaying a high degree of initiative and independent judgment, the incumbent must exhibit exceptional interpersonal skills in order to collaborate closely with departmental leadership and staff at all levels to lead efforts mentioned above. Requires discretion and judgment to organize priorities, complete tasks and handle sensitive patient information.

• Provides oversight of the day-to-day performance of the Patient Service Coordinator team at the Boston main campus, Newton Wellesley Hospital, and Emerson Hospital.
• Directs and supervises approximately 13+ FTEs. Recruits and orients staff and mentors individuals for optimal performance.

o Prepares and submits recruitment requisitions and provides justification for positions as needed.

o Screens, interviews, and selects applicants along and engages in reference checks.

• Ensures adequate and competent staffing throughout practice. Coordinates among practice staff to establish coverage for sick time, breaks, vacations, etc. Arranges for temporary help as necessary. The Practice Manager may be required to provide coverage as scheduled and on an as-needed basis.
• Prepares Weekly Payroll through UKG system.
• Serves as "Timekeeper" for UKG Time Reporting and Payroll System for staff and management team.

o Provides appropriate orientation and ongoing training of PSC staff.

o Maintains and updates (as needed) the Patient Service Coordinator training guide.

Performance Management

o Completes annual performance evaluations for all staff on time and ensures job descriptions are up to date.

o Addresses performance concerns on an ongoing basis as needed.

o Completes corrective action process as necessary.

o Assists in reviewing time off requests, monitors attendance and tardiness, and interprets and ensures staff compliance with department and Hospital policies.

o Communicates with staff regularly, through standing one-on-one meetings, staff meetings, and through timely distribution of written communication.

o Oversees the management of staff payroll within UKG, including the approval of overtime, approval of time off, and the resolution of payroll issues.

o Utilizes PeopleSoft for tracking and changing employee records.

o Ensures the physical environment where the PSC's work is maintained and supports the work they do.

Other responsibilities

o Provides front desk coverage of patient service coordinator role, as needed, which may include regularly scheduled shifts, covering staffing leaves of absences, vacations, or vacancies.

o Provides appropriate orientation and ongoing training for PSC staff.

o Ensures appropriate training in all applicable Radiation Oncology workflows and systems (Epic, Mosaiq, etc.)

• Maintains, updates, and posts printed practice materials necessary for compliance.

o Evaluates no-shows, cancellations, copayment collection, and other scheduling front-end quality of service indicators. Pulls requests and performs analyses on these metrics and other volume-based items as requested.

o Attends Weekly Ambulatory Management meetingsClinic Assignment Oversight

o Manages all requests from providers and patient schedulers for all clinic (WTM, consult, follow-up) changes including provider coverage changes.

o Reviews all clinic change requests, determines clinic location availability and communicates with stakeholders (physician, scheduler, nursing leadership, APP leadership) confirming new day and location for clinic.

o Works closely with nurse leadership to ensure nursing resources before confirming clinical assignment.

o Works with disease site leaders and clinical directors to identify clinic space and schedule for new providers.

o Identifies clinic space for urgent visits.

o Maintains a master schedule for provider time-away and coverage.

o Maintains an up-to-date master clinic space assignment worksheet.

• Associates/Bachelor's Degree desired
• Minimum 4-5 years of healthcare experience, direct supervisory experience preferred.
• Exceptional verbal and oral communication skills.
• Ability to learn and quickly become competent in electronic learning management systems.
• Proficient with office software packages such as Outlook, Excel, PowerPoint

• Strong interpersonal and communication skills/Must possess excellent written and verbal communication skills.
• Strong leadership skills
• Ability to exercise judgment in dealing with sensitive, confidential information.
• Follow-through and exceptional attention to detail on all project tasks is essential.

• Work may be performed throughout the Cox Building, Burr Proton Therapy Center, Lunder Building, Emerson Hospital, Newton-Wellesley Hospital
• May occasionally be required to attend meetings outside of regularly scheduled hours.
• Staff are very collaborative and work together to solve issues with particular practice issues.
• Must be computer literate, lift records (approximately 5-10lbs), and walk distances between functional areas of responsibility (Photon/Proton centers)

• Oversee responsibility of approximately 8-10 patient service coordinators on main campus and 5+patient service coordinators/administrate assistants at satellite location
• Will be required to attend meetings outside of regularly scheduled hours and travel to community sites.

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.