Program Coordinator - Hospital Medicine
Ann Arbor-MI-48103-United States
POSITION DESCRIPTION:
The Program Coordinator – Hospital Medicine is responsible for overseeing key operational aspects of the hospitalist program in collaboration with program leadership. This role ensures efficient administrative workflows, operational support for provider teams, and coordination of provider recruitment and onboarding. The Program Coordinator plays a vital role in maintaining the day-to-day functionality of hospital medicine operations and contributes to achieving strategic and operational goals. This position may supervise administrative staff.
ESSENTIAL JOB FUNCTIONS:
Responsible for ensuring colleagues receive friendly, efficient support, overseeing the administrative processes of the program, and working with other managers in the office to achieve the operational goals.
Supervises day-to-day operations of assigned areas to ensure efficient, fiscally responsible and customer-responsive procedures and operations. Is approachable and welcomes opportunity to provide feedback to staff and problem resolution to patients.
Oversees tasks that optimizes workflow; provides suggestions to continually improve processes and the customer experience.
Coordinates recruitment and on-boarding activities for physicians and APPs, including scheduling of interviews, site-tours and orientation.
Serves as primary contact person for staff and providers regarding routine facility and office equipment issues.
Communicates thoroughly and promptly with program leadership, providers, triage and staff regarding all issues impacting day-to-day operations.
Under the guidance of the ADD, maintains awareness of Provider Schedules in collaboration with the Site Medical Director(s) and APP Lead(s). Coordinates with Analyst, ADD and Provider leads to ensure staffing levels are maintained to enable optimal care delivery.
Assists and supports ADD in reviewing annual staff and provider experience reports along with the Division Head, Site Medical Directors and APP leads to ensure scores related to the office demonstrate continuous improvement.
Coordinates with the ADD in developing, implementing and monitoring ongoing improvement plans for staff and provider experience.
Reviews patient experience data and shares findings with program leadership and provider teams.
Coordinates and ensures completion of annual safety drills, including documentation, staff participation, and compliance with hospital and regulatory standards to maintain safe and prepared clinical environment.
Coordinates with ADD, Analyst and Admin support in monitoring and ensuring compliance with licensing, certifications and other expirable requirements for providers and staff, proactively tracking renewal deadlines and coordinating necessary updates.
Accountable, with the Associate Division Director, for assuring compliance with patient and staff safety regulation.
Works in collaboration with the Site Medical Director(s) and APP Lead(s) to schedule and effectively lead monthly provider meetings for physicians and APPs. Gathers feedback and assures that all staff and providers have support and accurate information about program operations and goals.
Effectively organizes training materials for new providers and keeps materials up to date with any changes in procedures.
Assists Provider Relations in gathering appropriate credentialing information, including license renewals, ACLS/BLS certification, Select Specialty credentialing paperwork, etc.
Maintains confidentiality of information. Takes precaution to ensure that confidential information is kept filed and is distributed from fax, copier and printer expediently throughout the day to avoid confidential information sitting out in public view.
Keeps department staff informed on new guidelines and information that is required to do their jobs.
Oversees the ordering and maintenance of office supplies for the front office.
Maintains a clean, organized, and efficient program office environment across all program locations.
Assists with coordinating office functions (i.e., luncheons, breakfasts, dinners) interviews, special events, gatherings, and meetings.
Provides scheduling support for program leadership.
In conjunction with the Operations Manager, hires and trains program administrative staff as well as conducts employee performance reviews and ongoing coaching; documents employee interactions and resolves patient and staff issues.
Maintains awareness of provider schedules and facilitates the efficiency of scheduling through training and monitoring of the daily schedules.
Ensures on-call calendars are updated.
Provides feedback to staff when needed and maintains knowledge of all office services, billing and department basic services
Greets all individuals arriving at the office courteously and assists with ensuring that their needs are met.
Must be able to travel between the five (5) South East Michigan Hospital Locations as needed.
Assumes additional responsibilities as required.
ORGANIZATIONAL EXPECTATIONS:
Creates a positive, professional, service-oriented work environment for staff, patients and family members by supporting the mission and values of Trinity Health Medical Group.
Must be able to work effectively as a member of the office reception and medical records team.
Assumes responsibility for performance of job duties in the safest possible manner, to assure personal safety and that of coworkers, and to report all preventable hazards and unsafe practices immediately to management.
Successfully completes all relevant organizational training and adheres to Trinity Health Medical Group standard of care as outlined in the Trinity Health Code of Conduct.
Maintains knowledge of and complies with Trinity Health Medical Group standards, policies and procedures.
Maintains general knowledge of Trinity Health Medical Group office services and in the use of all relevant office equipment, computer and manual systems.
Maintains strict confidentiality in compliance with Trinity Health Medical Group and HIPAA guidelines.
Serves as a role model by demonstrating exceptional ability and willingness to take on new and additional responsibilities. Embraces new ideas and respects cultural differences.
Uses resources efficiently.
If applicable, responsible for ongoing professional development – maintains appropriate licensure/certification and continuing education credentials, participates in available learning opportunities.
MEASURED BY:
Performance that meets or exceeds IHA CARES Values expectation as outlined in IHA Performance Review document, relative to position.
ESSENTIAL QUALIFICATIONS:
EDUCATION: High School graduate or equivalent with applicable college coursework or seminars in management and supervision. Prefer Associate’s or Bachelor’s degree in relevant field (Management, Healthcare Administration, etc.)
CREDENTIALS/LICENSURE: NA
MINIMUM EXPERIENCE: Minimum of 3-5 years’ experience in administrative support, project management or operations management, preferably in a healthcare setting.
POSITION REQUIREMENTS (ABILITIES & SKILLS):
Demonstrated ability to work independently and supervise an office staff with the general oversight of the Operations Manager.
Ability to effectively supervise and manage functional area within the Medical Office, providing feedback and guidance to staff and support more complex patient reception/medical records problems or insurance issues.
Knowledge of patient care procedures and organizational policies related to position responsibilities.
Proficient/knowledgeable in medical terminology.
Ability to perform mathematical calculations needed during the course of performing basic job duties.
Proficient in operating a standard desktop and Windows-based computer system, including but not limited to, electronic medical records, EPIC, email, e-learning, intranet, Microsoft Word and Excel, and computer navigation. Ability to use other software as required while performing the essential functions of the job.
Excellent communication skills in both written and verbal forms, including proper phone etiquette. Ability to speak before groups of people, either in-person or virtual.
Ability to work collaboratively in a team-oriented environment; courteous and friendly demeanor.
Ability to work effectively with various levels of organizational members and diverse populations including IHA staff, providers, family members, insurance carriers, vendors, external customers and community groups.
Ability to cross-train in other areas of practice in order to achieve smooth flow of all operations.
Good organizational and time management skills to effectively juggle multiple priorities and time constraints.
Ability to exercise sound judgement and problem-solving skills.
Ability to handle patient and organizational information in a confidential manner.
Knowledge of the compliance aspects of clinical care and patient privacy and best practices in medical office operations.
Ability to travel to other office/practice sites and meeting and training locations.
Successful completion of IHA competency-based program within introductory and training period.
MINIMUM PHYSICAL EXPECTATIONS:
Physical activity that often requires keyboarding, phone work and charting.
Physical activity that often requires extensive time working on a computer.
Physical activity that often requires sitting, walking, standing, bending, stooping, reaching, climbing, kneeling and/or twisting.
Physical activity that sometimes requires lifting, pushing and/or pulling up to 30 lbs.
Specific vision abilities required include close vision, depth perception, peripheral vision and the ability to adjust and focus.
Manual dexterity sufficient to operate a keyboard, photocopier, telephone, calculator and other office equipment.
Must hear and speak well enough to conduct business over the telephone or face to face for long periods of time in English.
MINIMUM ENVIRONMENTAL EXPECTATIONS:
This job operates in a medical facility and requires regular walking to various locations around the hospital/clinic. Employees will be working where there is patient care equipment. Hazardous materials, including bloodborne pathogens and bodily fluids are also present. Exposure to sharps, x-rays, patients' conditions and some unpleasant sights, smells and contagious diseases is possible. This position requires significant interaction with people (many of whom are scared, hurt and/or ill) which can be stressful and result in competing priorities.
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