Under the general direction of the EP Lab's Resource Nurse(s), Nursing Director, and Administrative Manager, the Patient Service Coordinator II (PSC II) provides administrative and operational support to staff in a fast-paced, high-volume invasive cardiac electrophysiology (EP) lab. The PSC II is responsible for partnering with nursing to coordinate the day-to-day patient flow in the lab. S/he is expected to coordinate activities with other hospital departments, i.e., transport, echocardiography, anesthesia, admitting, and provide outstanding services for every patient and staff interaction.

The PSC II is expected to communicate effectively, complete tasks on time, and to manage confidential patient information. This position requires discretion and judgment to organize priorities and coordinate, perform and complete a diverse set of tasks, and enhance the quality of service to our patients, visitors and staff.

Communication and Coordination:

1. Greets and interacts with patients, visitors and coworkers in person and via telephone.
2. Receives, organizes and manages information at the central desk, and throughout the lab both directly and through use of communication tools, including telephone, paging, fax, and computer.
3. Maintains accurate and timely information about cases, transport, and other activities to facilitate efficient patient throughput.
4. "Closes-the-loop" regarding requests (i.e., transport, dietary, Environmental Services, Materials Management, etc.) and assigned tasks with
   - resource nurse of the day,
   - EP, Anesthesia and/or Echo staff as appropriate, and
   - management.
5. Puts inpatients on call; notifies transport; greets & "parks" inpatients upon arrival in the lab and notifies the resource nurse.
6. Ensures that accurate admitting information and appropriate paperwork packets are in order and available for the first cases of each day as well as for the cases throughout the remainder of the lab day.
7. Assembles and maintains adequate stock of procedure packets.
8. Maintains patient confidentiality at all times per HIPAA and other guidelines.

Updates to the EP Lab Schedule:

1. Manages the EP Lab's scheduling Depot and Snap Board, in full coordination with the lab's Scheduling Coordinator, to ensure that the lab schedule reflects all cases, including add-ons; and completes associated revenue-cycle tasks accurately.
2. Assists the Resources Nurse with management of the lab's Status Board as appropriate.
3. Maintains daily room assignments for attending MDs, fellows, nurses and cardiovascular techs.
4. Cross-covers the duties of the lab's Scheduling Coordinator as necessary.

Management of Patient Records

1. Files medical record components in designated locations.
2. Returns device clinic charts to outpatient practice.

Environment of Care:

1. Contacts ancillary service departments to obtain equipment, services and supplies.
2. Maintains/stocks: stretchers, IV pumps, transport monitors, slings, blankets, gowns, towels, miscellaneous linens, etc.; maintain stock of these in the patient changing area(s) as well.
3. Ensures that procedural areas are appropriately stocked with forms, lab slips and office supplies (pens, staples, etc.), and that all printers and the unit's copier/fax machine are maintained with paper and toner at all times.
4. Makes up stretchers at the start of the lab day, and clean & make up additional stretchers between patients.
5. Submits facilities-related requests, i.e., lighting, plumbing, etc.) to Buildings & Grounds, Environmental Services, and Materials Management as necessary.
6. Serves as the lab's "fire marshall" overseeing periodic preparedness drills, maintenance of the unit-specific plan, and fire & life safety awareness.
7. Orders Staples office supplies for the lab through eBuy.
8. Maintains cleanliness and order of own desk as well as the common office work space.
9. Assists in maintaining compliance with Environment of Care Standards.

Staff Privileges

1. Maintains/updates information relevant to lab staff - physicians fellows, nurses and technologists including ACLS, procedural sedation, and fluoroscopy.
2. Manages monthly radiation badges for staff.

Self Development and Participation:

1. Completes required training in a timely manner.
2. Participates in and supports quality and process improvement initiatives.
3. Adheres to hospital, departmental and lab-based guidelines.
4. Identifies and communicates to leadership issues of process creating inefficiencies within the operation, and assists in their resolution.
5. Willingly performs duties that are lab-specific and are appropriate to this level of position.

• Associate's Degree in Business Administration or related field, and/or a Secretarial Training Certificate Program preferred.
• Minimum of 2 years of related work experience in medical environment; experience in a hospital setting preferred.
• Previous employment demonstrating the skills and abilities listed above.
• Proficiency with Microsoft Windows and strong keyboard skills preferred.

Customer Focus

• Demonstrates a commitment to the MGH Mission, Credo and Boundaries.
• Prioritizes work in alignment with the needs of the patient, clinicians and colleagues.
• Acts as a central resource and often first point of contact for lab staff, referring offices and external departs.
• Respects patient confidentiality.
• Enthusiastically connects with a diverse population of patients, visitors, caregivers and coworkers.
• Anticipates, identifies and meets service excellence expectations.

Collaboration & Teamwork

• Communicates effectively with patients, families, caregivers and coworkers in a manner that demonstrates respect, professionalism and a commitment to the team.
• Demonstrates initiative and ability to work both independently and as a contributing member of the team; proactively brings forth new ideas and offers general assistance to colleagues.
• Demonstrates sound judgment & problem-solving skills, and strong organizational, time management, and active listening skills.
• Demonstrates ability to utilize available resources and recognizes when a situation warrants assistance.
• Participates in department initiatives and contributes to team's success.

Flexibility & Resilience

• Demonstrates ability to work productively in a high-volume area, and under stress.
• Responds to change with a positive attitude and remains open-minded.
• Adapts to shifting priorities in response to the needs and requirements of the lab, the Division and the hospital.

Massachusetts General Hospital is an Equal Opportunity Employer. By embracing diverse skills, perspectives and ideas, we choose to lead. Applications from protected veterans and individuals with disabilities are strongly encouraged.