Manager, Central Procedure Scheduling & Access

Receiving general direction from the GI leadership team, the manager is ultimately responsible for overseeing endoscopy access for the GI Division. He/she provides mentorship and guidance to the Supervisor for Central Scheduling. He/she also oversees patient care and administrative activities of the Gastroenterology Central Procedure Scheduling unit and manages the operational aspects of the group. Functions within the unit as a working member of the Central Procedure Scheduling team in the coordination, scheduling and management of procedures. This role will provide coverage if the supervisor is out and assists GI administration and physician leadership with the effective management of the practice’s daily operations, specifically as it relates to improving access, efficient and timely processing of procedural referrals, schedule optimization and ensuring schedules are filled. The emphasis is placed on the ability to manage and motivate a team, optimize endoscopy utilization, manage access priorities, schedule patient procedures and other care related projects and concerns.

Operations and Project Management:

• Ultimately responsible for managing the access functions of the GI Division as it relates to procedure scheduling. Works closely with Supervisor, GI providers and referring providers to ensure seamless accommodations for patients.
• Assists with special projects related to the optimal efficiency of the procedural scheduling unit, and optimization of the endoscopy schedule. Projects may include:
  • Blake 4 renovation project management with Peri-op and GI leadership
  • Understanding and improving endoscopy capacity and monthly case volume
    • Come up with new strategies for provider last minute endoscopy block cancellations and implement
  • Overlooking and helping to develop plan to address procedure depot backlogs
  • Working with MGH Springboard Studio to revamp booking process and turnover time
  • Overseeing patient facing outreach initiatives such as prep packet communication and the Medumo Program to improve endoscopy utilization
  • Facilitating projects to improve Endoscopy Facility Operations
    • Coordinate w/ endo nursing and providers to improve room turnover times and reduction of patient wait time. Ensure staff are communicating delays to patients and their family members timely and efficiently
  • CRP endoscopy program improvement
    • Space assessment and building more space
    • Anesthesia availability
    • Structure of rooms, turnaround time, facility operations
    • PSC program to improve accuracy of cases booked
  • Outreach to PCPs
    • Addressing screening colonoscopy needs for MGH patients via collaborative work group
    • Liaising w/ PCPs to ensure good access to endoscopy, easy referrals, timely turnaround, etc.
    • Health centers, under-served areas
  • Lead new initiatives in endoscopy scheduling optimization
    • Coordinate transition to active booking process
    • Update case booking protocols, preps, etc. as needed
  • Working with leadership on endoscopy optimization and efficiency at Waltham and Danvers
• Collaborates with Administrative Director and Managers, including physicians, to coordinate the workflow and schedules within the Central Procedure Scheduling Team to insure an efficient daily operation. Troubleshoots workflow issues, as needed, working with management to coordinate staffing and replacement coverage.
• Works with Supervisor to identify and communicate process issues creating inefficiencies within the operation. Assists in their resolution, working within the Central Procedure Scheduling Team and with management for the division.
• Reviews financial write offs by team on a regular basis with management. Works with Supervisor to ensures schedulers are reviewing basic demographic and insurance information at the time of schedule to avoid denials and write-offs. Possesses a thorough knowledge of and keeps up to date on billing practices as they relate to scheduling and patient care.
• Prepare and present regular reports on access, productivity, block utilization, etc.
• Oversees template building for endoscopy schedule, including adult and pediatrics.

Human Resource Management:

• Provides direct supervision of the Supervisor for Central Scheduling
• Delivers indirect supervision to PSC 2 & 3s in the Central Procedure Scheduling unit who are responsible for the scheduling of endoscopic procedures and other appointments using multiple systems or resources to ensure full schedules in a busy ambulatory procedural area.
• Ultimately responsible for the conduct, operations, and results of the staff. Assists the Supervisor, as needed, with the on-boarding, orienting and training for new staff.

• Effectively troubleshoots and resolves issues as they arise. Ensues staff are informed of inter and intradepartmental policy procedure changes. Attends meetings as needed to stay up to date with regulatory, compliance, systems and other changes specific to the division, Department of Medicine, and/or the Hospital

• Works to ensure HIPAA Confidentiality and Privacy Policies is fully implemented.
• Provides cross coverage for Supervisor if absent or on vacation. Ability to perform all duties and responsibilities of a PSC I and II and III regarding patient scheduling.

Education and Training:

• Responsible for ensuring that all administrative staff are properly trained
• Collaborate with clinical leadership for on boarding of clinical staff to each service area; provide training and orientation to incoming clinical staff and trainees

Additional Responsibilities:

• Adheres to the profession’s clinical standards and Code of Ethics
• Adheres to the Department and Hospital standards, policies and procedure
• Is responsible for own professional development. Attends pertinent continuing education and professional activities related to job responsibilities and career goals. Keeps current with industry developments pertinent to job and profession. Complies with licensure requirements

Directly supervises 1 FTE; Indirectly supervises administrative support staff ~ 10-15 FTEs

• Responsible for minimizing write-off and denial claims for inappropriate procedural scheduling.
• Will contribute to budget planning as it relates to scheduling team staffing

• Bachelor’s Degree strongly preferred
• Minimum of 3 years work experience in medical group practice, billing and/or managed care setting required.
• Management experience preferred. Familiarity with call center workflows preferred.
• Proficiency in PC’s and MS Office suite. Prior experience with MGH systems (EPIC, Mosaic, etc) helpful

• Project Management: Strong project management experience required. Ability to skillfully handle issues of sensitive nature with respect to confidentiality, abiding by institutional guidelines.
• Time Management: Exceptional organizational skills and ability to organize time and priorities effectively, asking for direction when appropriate. Flexibility to handle multiple tasks and deadline pressures.
• Quality Assurance: Skills to work efficiently and effectively and strive to do so in all aspects of position. Ability to effectively manage day-to-day operations, establish and maintain policies and procedures, monitor service statistics, manage patient flow and "front desk" operations, coordinate space and infrastructure issues, and ensure effective coordination of training programs. Ability to engender these skills among staff.
• Must have the ability to be function in a fast-paced environment and manage competing demands effectively.
• Requires ability to be forward-thinking to effectively lead a growing department
• Personnel Management: Ability to recruit, train and supervise staff and to ensure that performance evaluations, payroll, employee changes and other HR transactions are completed in an accurate and timely manner. Ability to provide support, direction and development to staff.

• Leadership: Ability to identify issues/projects and initiates plans to address; Demonstrates forthrightness and integrity. Ability to develop a common vision for diverse constituents, communicates effectively, sell ideas, and take ownership and responsibility for activities.

• Critical Thinking/Decision Making: Ability to appropriately evaluate all aspects of a situation and to independently make appropriate and timely decisions.
• Interpersonal/communication: Excellent interpersonal/communications skills and a good command of English language, including medical and scientific terminology.
• Information Systems/Technology Skills: Exceptional computer skills (including operating systems, word processing, PowerPoint, database, electronic mail, Internet, spreadsheets, OR Scheduling, and other office management systems).
• Is knowledgeable and compliant in all hospital, State and Federal regulatory requirements, including hospital policy and procedures (where applicable to the performance of the job), Joint Commission on Accreditation of Healthcare Organizations (JCAHO), and Health Insurance Portability and Accountability Act of 1996 (HIPAA).

Normal office conditions. May occasionally be required to attend meetings outside of regularly scheduled hours. Procedure scheduling unit is open Monday – Saturday 8 AM – 8 PM. Flexible schedule as needed available.

Massachusetts General Hospital is an Affirmative Action 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 law. We will ensure that all individuals with a disability are provided a reasonable accommodation to participate in the job application or interview process, to perform essential job functions, and to receive other benefits and privileges of employment.