Massachusetts Eye and Ear Infirmary Patient Flow Coordinator in Boston, Massachusetts

Description POSITION SUMMARY: Under the leadership of the Associate Director of Retina Services, serves as a patient flow coordinator to ensure that services provided to the patients are timely and appropriate. Working collaboratively with the many services, connects patients with the right care at the right time in the right location across the area. Ensure a timely and efficient process during the patient visit.

ESSENTIAL FUNCTIONS: Works as part of the service team assisting with patient access into Ambulatory clinics by:

  • Accessible in the moment to staff, patients and faculty up to and including in person, email, text, pager

  • Bring proficient in the art of providing timely communication to patients around wait times

  • Connecting at the clinic level with administrative staff to facilitate appointments

  • Being familiar with different staff physician’s area of expertise so that patients can be referred to the most appropriate provider.

  • Consistently monitors clinic flow and steps in to facilitate efficient patient movement

  • Demonstrated knowledge and skills necessary to provide care to patients with consideration of aging processes, human development stages, and cultural patterns in each step of the care process.

  • Ability to work with patients of sexual and gender minorities; varied ethnic/racial/cultural backgrounds; low literacy.

  • Ability to work respectfully with patients.

  • Is proficient with the different tools available to assist vulnerable and disabled patient populations

  • Demonstrates knowledge and skills necessary to work with highly marginalized patient populations.

  • Ability to communicate effectively with diverse audiences including professional staff, patients, community, and other service agencies.

  • Interpersonal skills to allay anxiety, elicit cooperation, and provide for education of patients/families, and to effectively function as a member of the healthcare team to coordinate and discuss patient care activities.

  • Work with Associate Directors to improve efficiency and patient flow practices to better serve the patients

  • Extremely dependable, responsible and communicative with the capacity to develop strong clinical relationships built upon commitment to earning patients’ and clinicians’ trust.

  • Records relevant details of daily work into departmental database and/or spreadsheets. Treats all data with strict confidentiality.

  • Other duties as required by the Services i.e. patient callbacks, discharge phone calls

Requirements EDUCATION AND EXPERIENCE: Bachelor’s degree and 2-5 years’ experience in Healthcare, or combination of education and experience. Ophthalmic Tech or similar clinical certification preferred. Strong customer/patient experience a plus. Demonstrates effective interpersonal, organizational and motivational skills. Demonstrates ability to function as a team player. Proficient in written and verbal communication.

WORKING CONDITIONS: Office Environment, Non-Clinical Patient Contact

PHYSICAL REQUIREMENTS: Able to use computer and telephone. Mental and visual attention requiring combination of alertness and manual dexterity when typing and using a PC.

Requisition Number: 16-0393

Post Date: 10/12/2016

Title: Patient Flow Coordinator

Department: Retina

Shift: Day

Hours Per Week: 40

City: Boston

State: MA