Patient Services Coordinator III - Living Donor Transplant

Site: The General Hospital Corporation

Mass General Brigham relies on a wide range of professionals, including doctors, nurses, business people, tech experts, researchers, and systems analysts to advance our mission. As a not-for-profit, we support patient care, research, teaching, and community service, striving to provide exceptional care. We believe that high-performing teams drive groundbreaking medical discoveries and invite all applicants to join us and experience what it means to be part of Mass General Brigham.

Job Summary

The Patient Service Coordinator III (PSC III) is an integral part of the Kidney and Liver Living Donor Transplant Programs, responsible for coordinating complex workflows, managing patient communications, and ensuring timely scheduling and documentation. This role demands autonomy, attention to detail, and effective collaboration with multidisciplinary teams, including clinical providers, international offices, and external facilities.

Qualifications

Kidney Living Donor

• Manage GIFTd Kidney referrals 2-3 times weekly; ensure at least one patient phone call per referral.

• Send and track Adobe electronic consents.

• Request and follow up on medical records through CareEverywhere, fax, and direct outreach.

• Upload, maintain, and update patient documentation.

• Coordinate with the International Office to prioritize visa patient medical records and registration.

• Schedule and prepare for MDC1 and MDC2 bookings, ensuring provider licensing compliance across states.

• Arrange internal and external imaging, including donor billing guidance and confirmation.

• Upload CT images and prepare donor charts for NKR submissions.

• Process CSK requests for the HLA department.

• Maintain Living Donor email distribution lists and support related webinars, including patient calls and follow-ups.

• Coordinate PATA bookings, including consents, COVID testing, PPE, and communication with patients and staff.

• Schedule surgical bookings, including off-hours and NKR cases, managing logistics and patient communication.

• Manage follow-up appointments and coordinate with research and Bone Marrow Transplant teams for Tolerance scheduling.

• Participate in process improvement initiatives related to GIFTd, Adobe workflows, and international coordination.

Liver Living Donor

• Triage patient phone calls promptly.

• Coordinate liver imaging with the Waltham team and patients.

• Schedule liver providers by confirming availability across departments.

• Review GIFTd Liver referrals daily and conduct patient outreach.

• Send Adobe electronic consents daily.

• Request and follow up on medical records via multiple channels.

• Assist donors in obtaining MRNs and opening Gateway accounts.

• Manage Transplant tab setup and add care team members in Epic.

• Maintain documentation and coordinate with the International Office for visa-related matters.

• Schedule MDC virtual visits and expedited donor visits, managing provider scheduling and itineraries.

• Arrange internal and external imaging, ensuring donor billing and confirmation.

• Support Living Donor email communications and bi-monthly webinars.

• Coordinate PATA bookings and manage consents, COVID protocols, PPE, and communication.

• Schedule liver transplant surgeries and manage logistics adjustments and patient notifications.

• Oversee follow-up appointments, imaging, labs, and send UNOS questionnaires.

• Attend relevant committee, process, and Living Donor huddle meetings.

• Provide coverage for Heptobiliary services as needed.

Surgical Scheduling:

Kidney & Liver

• Coordinate surgical bookings for NKR cases and off-hours.

• Adjust surgery times based on logistics, including updates up to one week post-scheduling.

• Communicate changes to patients and ensure PPE scheduling.

• Schedule liver transplant surgeries and manage logistics adjustments.

• Update patients on schedule changes and coordinate PPE requirements.

• Collaborate with providers and OR staff to confirm operating room times.

Education

High School Diploma or Equivalent required

Can this role accept experience in lieu of a degree?

No

Experience

• Office experience 3-5 years required

Knowledge, Skills and Abilities

• Strong technology and MS Office skills - Advanced Outlook, Word, Excel, PowerPoint Knowledge of office operations and standards and understanding of office procedures including filing, copying, scanning, printing and faxing.
• Ability to use phone system and manage more non-routine phone calls and solve routine issues as appropriate.
• Communicating effectively in writing as appropriate for the needs of the audience and talking to others to convey information effectively.
• Understanding written sentences and paragraphs in work related documents, to correspond and communicate with others clearly and effectively (including composing/editing e-mail, memos and letters), and to take complete and accurate messages.
• Managing one's own time and the time of others.
• Well organized and good time management skills to manage multiple tasks effectively, follow established protocols, and work within systems.
• Ability to proofread and edit written documents.

Additional Job Details (if applicable)

Physical Requirements

• Standing Occasionally (3-33%)
• Walking Occasionally (3-33%)
• Sitting Constantly (67-100%)
• Lifting Occasionally (3-33%) 20lbs - 35lbs
• Carrying Occasionally (3-33%) 20lbs - 35lbs
• Pushing Rarely (Less than 2%)
• Pulling Rarely (Less than 2%)
• Climbing Rarely (Less than 2%)
• Balancing Occasionally (3-33%)
• Stooping Occasionally (3-33%)
• Kneeling Rarely (Less than 2%)
• Crouching Rarely (Less than 2%)
• Crawling Rarely (Less than 2%)
• Reaching Occasionally (3-33%)
• Gross Manipulation (Handling) Constantly (67-100%)
• Fine Manipulation (Fingering) Frequently (34-66%)
• Feeling Constantly (67-100%)
• Foot Use Rarely (Less than 2%)
• Vision - Far Constantly (67-100%)
• Vision - Near Constantly (67-100%)
• Talking Constantly (67-100%)
• Hearing Constantly (67-100%)

Remote Type

Onsite

Work Location

165 Cambridge Street

Scheduled Weekly Hours

40

Employee Type

Regular

Work Shift

Day (United States of America)

Pay Range

$18.99 - $27.17/Hourly

Grade

4

At Mass General Brigham, we believe in recognizing and rewarding the unique value each team member brings to our organization. Our approach to determining base pay is comprehensive, and any offer extended will take into account your skills, relevant experience if applicable, education, certifications and other essential factors. The base pay information provided offers an estimate based on the minimum job qualifications; however, it does not encompass all elements contributing to your total compensation package. In addition to competitive base pay, we offer comprehensive benefits, career advancement opportunities, differentials, premiums and bonuses as applicable and recognition programs designed to celebrate your contributions and support your professional growth. We invite you to apply, and our Talent Acquisition team will provide an overview of your potential compensation and benefits package.

EEO Statement:

The General Hospital Corporation is an Equal Opportunity Employer. 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. To ensure reasonable accommodation for individuals protected by Section 503 of the Rehabilitation Act of 1973, the Vietnam Veteran's Readjustment Act of 1974, and Title I of the Americans with Disabilities Act of 1990, applicants who require accommodation in the job application process may contact Human Resources at ....

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