Patient Service Coordinator Orthopedic Surgery

Patient Service Coordinator Orthopedic Surgery

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Mass General Brigham relies on a wide range of professionals, including doctors, nurses, business people, tech experts, researchers, and systems analysts to advance our mission. As a not‑for‑profit, we support patient care, research, teaching, and community service, striving to give exceptional care. We believe that high‑performing teams drive groundbreaking medical discoveries and invite all applicants to join us and experience what it means to be part of Mass General Brigham.

The Patient Service Coordinator II (PSC II) position offers exposure to the clinical, operative and administrative aspects of the Orthopedic Surgery Department. This position offers terrific opportunities to work alongside our Orthopedic surgeons, advanced practice providers, and leadership teams. Working under general supervision from the Clinical Director, the PSC II will provide administrative support to the Orthopedic Department within an ambulatory setting.

They will support clinical operations within the practice and will be expected to function with minimal supervision in a fast‑paced surgical field. The ideal candidate possesses expert knowledge in all information systems relevant to the position and a clinical background is preferred. The candidate demonstrates excellent organizational skills, is detail oriented, and is well informed of all programs, services and procedures related to the work of the Department.

• Utilizes ACD lines to schedule all patient appointments in an expedient and professional manner, adhering to service level standards. Provides excellent customer service and ensures customer satisfaction and compliance with departmental and service standards.
• Utilizes the MGB Orthopedic Decision Tree to ensure the patient is scheduled with the correct provider, at the correct location within the expected timeframe.
• Daily monitoring of appointment reports for accuracy. If discrepancies, communicates with ACT leads to identify and elevate issues. Submits tickets via Digital Service Hub if indicated.
• Daily monitoring and execution of eReferral work queue for MGH Orthopedics.
• Daily monitoring and execution of the MGH Orthopedic Epic inbox pool. Communicates with local leadership and admin teams to deliver information regarding second opinions and WC patients, and includes sending WC fee agreements.
• Responds to all tasks in a timely fashion.
• Attends staff meetings as required and actively supports operational initiatives & changes within office setting.
• Complies with all internal & external regulatory requirements.
• Complies with the Orthopedic Services policies & procedures.
• All other duties as assigned.

• Provides information to patients, visitors and hospital personnel, observing hospital and departmental policies and procedures.
• Performs all other duties that are practice specific and appropriate to this level of position; this may include projects as assigned.

• Ability to work independently.
• Able to work well as part of a collaborative health care team.
• Excellent interpersonal skills for working with patients.
• Excellent oral and written communication skills.
• Analytical skills and ability to resolve technical or research problems and interpret data results.
• High degree of computer literacy.
• Excellent organizational skills and ability to prioritize a variety of tasks.
• Impeccable attention to detail.
• Ability to demonstrate professionalism and respect for patient rights and individual needs.

BA / BS preferred.

Minimum of 1–2 years of related experience in ambulatory surgery. Clinical background is strongly preferred.

Strongly preferred.

The qualified candidate will work primarily at a workstation within an office environment in Danvers, Boston, or Waltham; however, travel to other clinic sites might be required. Hybrid options may be available after training has completed and quality of work reflects…