Hybrid—with remote option but will need to travel occasionally to 4 locations—Troy, OFP (Detroit), Columbus Clinic (Novi), Ford Road Clinic (Dearborn)

GENERAL SUMMARY:

Under the supervision of the OP BHS Group Practice Manager, the BHS Clinic Office 
Coordinator functions as an experienced administrative staff expert in coordinating 
services on behalf of the patient and delivering excellent customer service in 
collaboration with the service area team including physicians, advanced practice 
providers, and support staff. The BHS Clinic Office Coordinator will develop 
relationships and processes to support scheduling and care coordination of our patients 
while also ensuring there is prioritization on schedule utilization and access 
improvement. Regularly interacts with and is responsible for maintaining constructive 
lines of communication with patients, team members, HFHS Physicians, and office staff. 
Actively contributes to an organizational culture committed to the highest degree of 
service excellence to all customer groups. Participates in process/quality improvement 
projects and monitors schedule utilization, work queue referrals/treatment orders, and 
assists with patient outreach and scheduling/re-scheduling efforts.

PRINCIPLE DUTIES AND RESPONSIBILITIES:

1. Coordination/Oversight of real-time schedule changes (i.e. add-ons outside of 
   normal template hours, managing any call-in reschedules and/or required template 
   changes) 
   2. WQ coordination – Owns the responsibility of identifying referrals to site, facilitating 
   patient outreach and scheduling
   3. Prioritized focus on filling same-day and/or late-cancels – which may include daily 
   review of the provider/dept waitlist
   4. Onsite liaison to clinical site leader in effort to review unfilled slots, template 
   utilization reports, etc. to improve provider utilization 
   5. Coordination of site/clinic administrative task(s) such as facilitation of equipment 
   repair/replacement requests, point of contact for any site-specific maintenance 
   requests etc. 
   6. Provide World Class Service Excellence:

• Warm patient greeting and closing (AIDET)
• Service recovery (HEART)
• Adheres to Chief First Impressions Officers (CFIO) standards
• Adheres to Front Line Staff dress code at all times
  7. Create a daily environment that fosters a warm, welcome feeling to patients and 
  their families. Develop rapport with patients and family/caregivers when contacting 
  them to arrange services.
  8. Document in various applications as a resource for HFHS statistics & analytics.
  9. Communicate information back to the appropriate areas of responsibility regarding 
  patient and/or physician feedback. Work with leadership to develop pathways of 
  clear communication between physicians/nursing staff and friends/family members
  10.Kronos maintenance:
• Timecard approvals 
• Submit payroll for contingent employees
• Update/reconciling Kronos schedules regularly – incl. reconciliation of call-in 
  requests etc. 
• Review/Approve CTO request(s) based on defined staffing coverage metrics and 
  accrual bank availability
• Maintain and update Master Calendar
  11.General office housekeeping task(s) ordering supplies.
  12.Oversight and coordination of provider off-boarding/on-boarding administrative 
  task(s) such as providing caseload reports, coordination of transition planning, 
  distribution of patient communications.
  13.Lead and participate in process/quality improvement projects.