Ambulatory Practice Coordinator I - SSMC

Facility: 143 Longwater Drive, Norwell, MA 02061

Status: Full time, 40 budgeted hours per week, day shift

About the Role

Performs a variety of functions related to the accurate and timely processing of patient appointments, including scheduling follow-up appointments, following established workflows, ensuring referrals are placed for outside tests and consultations. Serves as the liaison between department physicians and scheduling staff, coordinating physician schedules and communicating requests for schedule changes. Additional tasks include answering phones, faxing, calling for outside records, processing forms, and other duties as directed.

Responsibilities

• Customer Service/Check-In
  • Greets and acknowledges all patients and visitors professionally, both in-person and on the telephone.
  • Acts as a positive role model, encouraging team engagement with customers.
  • Proactively greets customers by name and with individualized interest.
  • Monitors patient flow and attendance, keeping patients informed of delays.
  • Acknowledges customer arrival promptly and courteously.
  • Answers telephones by the third ring using professional etiquette standards.
  • Checks phone messages hourly and responds to calls within the same business day.
  • Checks Epic In Basket for actionable items, prioritizing high-priority items.
  • Demonstrates independence, proficiency, and accuracy in processes while ensuring regulation compliance.
  • Orients new patients to essential guidelines (e.g., cancellation/no-show policy, MMR policy, DOT payment, waitlist expectations).
  • Consistently detects and corrects errors in patient charts according to department standards.
  • Actively mentors other staff.
• Scheduling Appointments
  • Schedules primary care appointments efficiently and accurately to maximize resource utilization and patient access.
  • Respects patient privacy and understands the impact of data accuracy on Medical Center operations.
  • Accurately links to other locations in Epic EMR.
  • Completes a full set of appointments, including single and multiple disciplines, according to scheduling standards.
  • Cancels and reschedules appointments promptly upon receiving messages.
  • Communicates scheduling conflicts or difficulties to appropriate staff.
  • Cooperates team-wide to meet scheduling needs.
  • Uses creative approaches to solve scheduling difficulties and maximize timely access to services.
  • Actively mentors other staff about the scheduling process.
• Daily Assignments and Long-Term Projects
  • Works independently to complete daily and long-term assignments by established deadlines.
  • Efficiently manages work schedule to accomplish tasks before deadlines.
  • Informs supervisor when unable to meet a deadline.
• Technology
  • Embraces technological solutions to improve work processes.
  • Responds to Tiger messages, email, and Epic messages according to department standards.
  • Receptive to changes in technology and department workflows.
  • Seeks guidance for new techniques and offers suggestions for departmental improvements.
  • Participates in continued learning to utilize new technology and procedures.
  • Uses tools like Outlook, Epic, and Tiger effectively for communication.
• Patient Interactions
  • Enhances the patient experience in every interaction.
  • Demonstrates professional courtesy with patients, families, and coworkers.
  • Answers questions politely and professionally or directs to someone who can.
  • Handles complex or challenging patients/situations calmly and professionally.
  • Reports issues/concerns using the chain of command.
  • Acknowledges patients when immediate assistance is not possible, making eye contact.
• Department Workflow and Operations
  • Prints, reviews, and inquires about department-specific reports as needed.
  • Completes hand-off communication during shift changes or time away from the front office.
  • Completes weekly/monthly assignments according to a rotating schedule.
  • Assists with ordering supplies and collaborates as a team.
  • Obtains records from outside facilities when requested.
  • Anticipates issues by reviewing schedules and addressing potential problems before patient appointments.
  • Responds to messages promptly and maintains a positive attitude.
• Daily Office Functions
  • Manages multiple work tasks efficiently and effectively.
  • Maintains a high level of concentration at all times.
  • Identifies when time away from the front desk is needed and arranges appropriate coverage.
  • Participates in professional conversations at the front desk or in patient areas.
  • Works under pressure and maintains composure during stressful situations.
  • Provides a high level of service for all front desk interactions.
  • Completes tasks according to assigned deadlines.
  • Utilizes critical thinking and problem-solving in day-to-day and emergent situations.
  • Communicates appropriately and effectively following the chain of command.
  • Demonstrates dependability and flexibility in meeting department scheduling needs.
• Performs various provider support tasks and other functions as needed.

Requirements

• High School Diploma (preferred).
• One to three (1–3) years of healthcare office experience is required or preferred.
• Strong customer service skills, both in-person and by telephone.
• Prior EMR experience (Epic) for scheduling and registration functions is strongly preferred.

Pay

Pay Range: $19.10 - $27.30 per hour

Schedule

Monday through Friday, day shift. One holiday required every two years.