- In conjunction with the manager, assists in the recruiting, hiring, orientation and training of all new team members. Coaches all existing team members and implements re-training efforts as needed, consistently monitoring progress.
- Responsible for the smooth operation of the assigned area. Assigns and prioritizes work assignments as necessary. Works as a team member whenever necessary to ensure that service levels always remain at an acceptable level.
- Provides feedback to the manager regarding the performance of the team, the systems and the processes.
- Assists the manager in the development of the department Policy and Procedure manual and other tools that will assist the team.
- Assists the manager in preparing time plans to ensure adequate coverage at all times. Restructures staffing patterns to meet any changing needs of the department. Monitors team schedule adherence.
- Provides supervisory level representation during manager's absence from the PSC.
- Completes project work as assigned by supervisor.
- Assists with and responds to escalated customer calls. Investigates and resolves customer complaints, questions and concerns. Notifies manager of any instance where his/her intervention may be necessary.
- Provides excellent customer service to both internal and external customers of the PSC.
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Registration Coordinator - Somerville, United States - Mass General Brigham
Description
About UsAs a not-for-profit organization, Mass General Brigham is committed to supporting patient care, research, teaching, and service to the community by leading innovation across our system. Founded by Brigham and Women's Hospital and Massachusetts General Hospital, Mass General Brigham supports a complete continuum of care including community and specialty hospitals, a managed care organization, a physician network, community health centers, home care, and other health-related entities. Several of our hospitals are teaching affiliates of Harvard Medical School, and our system is a national leader in biomedical research.
We're focused on a people-first culture for our system's patients and our professional family. That's why we provide our employees with more ways to achieve their potential. Mass General Brigham is committed to aligning our employees' personal aspirations with projects that match their capabilities and creating a culture that empowers our managers to become trusted mentors. We support each member of our team to own their personal development-and we recognize success at every step.
Our employees use the Mass General Brigham values to govern decisions, actions, and behaviors. These values guide how we get our work done: Patients, Affordability, Accountability & Service Commitment, Decisiveness, Innovation & Thoughtful Risk; and how we treat each other: Diversity & Inclusion, Integrity & Respect, Learning, Continuous Improvement & Personal Growth, Teamwork & Collaboration.
The Opportunity
Under general direction of the Manager, Patient Service Center, the incumbent is responsible for planning, organizing and supervising the RRC's day to day activities to ensure customer satisfaction and compliance with departmental and hospital standards. Works closely with, and is a resource to, all team members. Performs the Registration Coordinator duties 50-75% of the time.
Principal Duties and Responsibilities
Qualifications
• Associates Degree or equivalent experience
• 1-3 prior healthcare experience
• Proficient with office software packages such as word processing, spreadsheets and database management.
• Computer skills, word processing, basic spreadsheets, etc.
Skills and Abilities
• Excellent Customer Service skill
• Strong communication, interpersonal and team skill
• Ability to exercise judgement in dealing with sensitive, confidential information
• Detail-Oriented with the ability to enter information accurately on paper and into the system
• Ability to handle a high volume and work in a fast-paced environment
• Knowledge of medical terminology (preferred)
EEO Statement
Mass General Brigham is an Equal Opportunity Employer. By embracing diverse skills, perspectives, and ideas, we choose to lead. All qualified applicants will receive consideration for employment without regard to race, color, religious creed, national origin, sex, age, gender identity, disability, sexual orientation, military service, genetic information, and/or other status protected under the law. We will ensure that all individuals with a disability are provided a reasonable accommodation to participate in the job application or interview process, perform essential job functions, and receive other benefits and privileges of employment.
