Physician Liaison

GENERAL SUMMARY/ OVERVIEW STATEMENT:

Under supervision of the Program Director of the MGH/MGPO Referral Management Office (RMO) the Physician Liaison will help to support use of RMO services and MGH services by referring providers. The Physician Liaison will accomplish this through understanding utilization patterns and issues from RMO data and visits and regular interactions with referring providers. The Physician Liaisons first priority is the provision of an outstanding experience for referring providers and their patients.The MGH/MGPO Referral Management Office (RMO) serves as a centralized onestop resource that helps connect referring providers and their patients with Mass General specialists. The mission of the department is: To provide a single point of easy access to Mass General To provide a highlevel of service to referring physicians which in turn creates a positive experience with Mass General To be a valued and trusted resource for external referring providers and Mass General clinical departments To collaborate and coordinate with other hospital access points e.g. admitting emergency departments To advocate for referral management best practices across the enterprise To standardize referral flow to help manage external provider expectations The primary function is to ensure patients are seen by the right provider in the right setting at the right time and to ensure that communication with referring clinicians is both complete and timely. This includes providing first line clinical triage to determine referral routing and level of clinical urgency addition to the activities noted above the Physician Liaison will serve as a key relationship manager and liaison for clinician users of the RMO including the MGH/MGPO and referring physicians and other providers. This individual will be a primary source of outreach to community primary care physicians specialists and other referring clinicians. The individual will also work closely with and coordinate outreach with members of the Network Development Team.

PRINCIPAL DUTIES AND RESPONSIBILITIES:

Relationship Management: Is responsible for developing and maintaining relationships with new and existing referring physicians their clinical and support staff. Serves as a liaison between physicians administration and the community. Routinely communicates with community clinicians to establish effective relationships that assure access to MGH services when needed and support coordinated patient care Analyzes and prepares documentation for department leadership to understand utilization of RMO and MGH by referring providers. Performs regular outreach to providers and their office staff to assess customer needs and issues and communicate needs to appropriate MGH teams for followup. Identifies new referring providers and performs outreach to develop strong and effective relationships. Utilizes a shared customer database in coordination with Network Development and other related teams. Understands trends and issues related to our customer relationships. Develops interventions to address issues resulting in high levels of engagement and satisfaction. Collaborates proactively and effectively with colleagues in Network Development and other areas of the organization to support outreach and network relationship efforts. Followsup on referral requests to ensure a high level of customer satisfaction for patients and referring physicians. Identifies and summarizes referring physician needs to RMO and Network Development leadership and contributes to developing strategies to meet those needs within the context of MGH strategic planning and operational goals. Contributes to RMO and other MGH/MGPO efforts to develop and implement standards for clinical communication and followup across the institution. Other Identifies applies and monitors service standards for access and communication. Explores and brings forward innovative ideas to increase access and improve customer experience. Reports and documents referring physician questions concerns complaints and resolutions. Meets regularly with supervisor to review statistics progress and overall performance of the program. Meets routinely with MGH/MGPO Referral Management leadership to report on activities referral patterns customer satisfaction problems and recommendations. Participates in various hospital and system committees as assigned. Participates as requested in MGH/MGPO and Partners quality initiatives. Represents the MGH/MGPO Referral Management Office in local and national forums.

QUALIFICATIONS:

Bachelors degree is required; biology chemistry life science marketing/communications or related field preferred. Minimum of twothree years of experience in marketing communications sales or customer service required.

SKILLS/ ABILITIES/ COMPETENCIES REQUIRED:

Professional knowledge: Clinical healthcare management and marketing knowledge to enable effective interactions and communications with clinicians healthcare administrators and marketing professionals. Time Management: Exceptional organizational skills and ability to prioritize effectively and complete tasks; Flexibility to handle multiple tasks and deadline pressures. Leadership: Highly motivated independent and capable of performing in a complex environment; Strong sense of initiative and perseverance to carry through to completion of tasks; Demonstrates forthrightness and integrity. Ability to identify issues/projects and initiate plans to address asking for direction when appropriate; Ability to develop a common vision for diverse constituents communicate effectively sell ideas and take ownership and responsibility for activities. Interpersonal/communication: Excellent interpersonal written and oral communication and public speaking skills; Good command of English language including medical and scientific terminology. Information Systems/Technology Skills: Exceptional computer skills (including operating systems word processing database electronic mail Internet spreadsheets and other office management systems); Ability to maintain databases and associated analysis and reporting. Quality Assurance: Skills to work efficiently and effectively and strive to do so in all aspects of position; Effective project management skills and attention to detail. Critical Thinking/Decision Making: Ability to appropriately evaluate all aspects of a situation and to independently make appropriate and timely decisions. Analytical Skills: Ability to conceptualize and conduct complex analyses (financial and operational). Discretion and Confidentiality: Ability to handle sensitive and confidential matters discreetly and ensure confidentiality in communication. Safety/Compliance: Knowledge in aspects of safety applicable to position; Knowledge of and compliance with institutional JCAHO HIPAA and other regulatory bodies standards.

WORKING CONDITIONS:

Normal office conditions. Will require regular local/regional travel to represent MGH/MGPO Referral Management Office. May require attendance at meetings outside of regularly scheduled hours. Valid MA drivers license required.

SUPERVISORY RESPONSIBILITY:

No direct supervisory responsibilities. Must be able to work in close collaboration with the Program Director to coordinate and optimize personnel resources to support department operations. Will collaborate closely with Network Development staff in the identification and coordination of visits and relationship management with customers.

FISCAL RESPONSIBILITY:

Responsible for prudent fiscal management of program resources (e.g. supplies telephones etc.. No budget responsibility at this time. The above is intended to describe the general contents and requirements of work being performed by people assigned to this classification. It is not intended to be construed as an exhaustive statement of all duties responsibilities or skills of personnel so classified.