Ambulatory Practice Coordinator I - SSMC

South Shore Health System; Massachusetts; On-site; USD 26,000 - 38,000; Full time

Job summary

South Shore Health System is seeking a full-time front desk scheduler for the SMC Family Medicine PB department in Norwell, MA. You will manage patient appointments, referrals, and communications using Epic, while delivering top-tier customer service in a fast-paced environment.

Responsibilities include greeting patients, answering calls, coordinating schedule changes, and ensuring accurate charting. Strong EMR experience and professional demeanor are essential.

Qualifications

• Minimum Education - High School Diploma or equivalent.
• 1-3 years of healthcare office experience preferred.
• Strong customer service skills and communication abilities.
• Prior EMR experience (Epic) for scheduling and registration preferred.

Responsibilities

• Schedule appointments, coordinate referrals, and link to other locations in Epic.
• Answer phones, greet patients, and route messages professionally.
• Maintain department workflow, assist with office duties, and support staff.
• Ensure accurate charting and timely communication with providers.

Skills

Customer service

Scheduling

Communication

Attention to detail

Multitasking

Education

High School Diploma

Tools

Epic EMR

Outlook

Job description

Requisition Number: R-23387, Facility: LOC0020 - 143 Longwater Norwell, 143 Longwater Drive Norwell, MA 02061, Department Name: SMC Family Medicine PB, Status: Full time, Budgeted Hours: 40, Shift: Day (United States of America)

Performs a variety of functions related to the accurate and timely processing of patient appointments, including but not limited to 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 and coordinates physician schedules communicating requests for schedule changes to Provider Scheduling. Performs other functions, including answering the phones, faxing, calling for outside records, processing forms, and additional tasks as directed.

Compensation Pay Range: $19.10 - $27.30

ESSENTIAL FUNCTIONS

1. CUSTOMER SERVICE/CHECK -IN

• a. Acts as a positive role model to other staff, encouraging others to interact with customers, engage in conversation, and express interest
• b. Proactively greets customers by name and with individualized interest
• c. Follows through on messages to inform the entire team of issues as needed
• d. Monitors patient flow and attendance throughout the day, frequently checking the waiting area and keeping patients informed of delays as needed
• e. Acknowledges customer arrival at the desk promptly and courteously
• f. Fosters a pleasant and professional office environment in keeping with Culture of Service Excellence standards
• g. Answers telephones by the third ring, using an accepted greeting and in a professional tone per the telephone etiquette standards
• h. Checks phone messages each hour and responds to calls within the same business day
• i. Checks Epic In basket for actionable items, prioritizing high-priority items first within the same business day
• j. Demonstrates ability to quickly and accurately act on requests with professionalism and excellent service
• k. Demonstrates independence, proficiency, and accuracy with processes, ensuring regulation compliance
• l. Orients new patients to essential guidelines and expectations (Cancellation and no-show policy, MMR policy, DOT payment, waitlist expectations, etc.)
• m. Consistently and independently detects and corrects errors in patient charts according to department standards
• n. Actively seeks out opportunities to act as a mentor to other staff

2 - SCHEDULING APPOINTMENTS

• a. Accurately and efficiently linking to other locations on our Epic EMR
• b. Able to accurately and independently complete a full set of appointments, including single discipline and multiple disciplines, according to scheduling standards
• c. Accurately cancel and reschedule all canceled appointments at the time the message was received.
• d. Communicate with all appropriate staff promptly regarding any conflicts or difficulty scheduling visits.
• e. Consistently cooperates team-wide to meet any scheduling needs
• f. Uses creative approaches to solve scheduling difficulties and maximize optimal utilization of resources and timely access to service.
• g. Actively seeks out opportunities to act as a mentor to other staff about the scheduling process

3 - DAILY ASSIGNMENTS AND LONG-TERM PROJECTS

• a. Efficiently manages work schedule to accomplish tasks and activities before deadline
• b. Works independently with infrequent need for supervision
• c. Informs supervisor when not able to meet deadline

4 - TECHNOLOGY

• a. Accountable to respond to Tiger messages, email, and Epic messages according to department standards
• b. Accepts the changing environment as technology advances and is willing to learn new techniques and equipment.
• c. Receptive to changes in department work processes and practices
• d. Seeks appropriate guidance for new techniques
• e. Offers suggestions for change to improve department
• f. Participates in continued learning and is willing and able to learn and utilize new technology and procedures that continue to develop in their role and throughout the organization.
• g. Embraces technological advances that allow us to communicate information effectively and efficiently based on role - for example, Outlook, Epic, and Tiger.

5 - PATIENT INTERACTIONS:

• a. Demonstrates professional courtesy in all interactions with patients, family, and coworkers.
• b. Answers all questions politely and professionally or find someone who can answer the question.
• c. Able to handle complex or challenging patients or situations calmly and professionally.
• d. Able to report issues/concerns using the chain of command.
• e. Acknowledges patients when you cannot assist immediately, making eye contact.

6 - DEPARTMENT WORKFLOW AND OPERATIONS:

• a. Prints, reviews, and inquires about all department-specific reports as needed
• b. Completes hand-off communication with each shift change or time away from the front office
• c. Able to complete weekly/monthly assignments according to rotating schedule
• d. Assists with ordering of supplies
• e. Works collaboratively as a team, helping each other out and knowing when you need to interject and help
• f. Obtain records from outside facilities when requested
• g. Anticipate issues ahead of time, which includes reviewing schedules and looking for any issues before the patient comes in for their appointment
• h. Responding to messages promptly
• i. Having a positive attitude

7 - DAILY OFFICE FUNCTIONS:

• a. Able to perform multiple work tasks efficiently and effectively
• b. Able to maintain a high level of concentration at all times
• c. Able to identify within themselves when they need time away from the front desk and find the appropriate coverage.
• d. Participate in professional and appropriate conversations at the front desk or in the area of patients and their family members
• e. Able to work under pressure and to maintain composure during stressful situations
• f. Able to provide a high level of service for all interactions at the front desk
• g. Able to complete tasks according to assigned deadlines
• h. Utilizes critical thinking and problem-solving in day-to-day operations as well as in emergent situations.
• i. Communicates appropriately and effectively following the chain of command.
• j. Demonstrates dependability and flexibility in meeting the scheduling needs of the department.
• k. Various provider support tasks
• l. Other tasks and functions as needed

JOB REQUIREMENTS

Minimum Education - Preferred High School Diploma

Minimum Work Experience One to three (1-3) years of healthcare office experience is required/preferred.

Required additional Knowledge and Abilities Strong customer service skills are required in person and by telephone.

Prior EMR experience (Epic) for scheduling and registration functions is strongly preferred.

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

Responsibilities if Required: Education if Required:

License/Registration/Certification Requirements: South Shore Health is a not-for-profit, charitable health system offering primary and specialty care, hospital care, home health and community care, emergency and urgent care, and preventative and wellness services. We are the largest independent health system in southeastern Massachusetts. South Shore Health brings together like-minded people who work "As One" toward a common goal of providing exceptional care the people of our region deserve. We unite top-caliber talent, technology, and service with the wishes and personal needs of patients and their families to develop individualized treatment plans.