Administrative Travel Coordinator, Home Base

Massachusetts General Hospital
United States, Massachusetts, Boston
Jan 01, 2025
Home Base, a Red Sox Foundation and Massachusetts General Hospital program, is dedicated to healing the invisible wounds - including post-traumatic stress, traumatic brain injury, anxiety, depression, co-occurring substance use disorder, family relationship challenges and other issues associated with Military service - for Veterans of all eras, Service Members, Military Families and Families of the Fallen through world-class clinical care, wellness, education, and research. Through the Intensive Clinical Program, brain health programs and regional outpatient clinics, Home Base serves the nation as a successful private-public partnership and as a source of communication and educational resource to health and community providers seeking to support our Veterans. In addition, the Home Base program serves as a leader in research, identifying and implementing new treatments for post traumatic stress disorder (PTSD) and traumatic brain injury (TBI) and other deployment-related mental health challenges. Home Base seeks a Travel Coordinator to have a primary line of effort the following areas within clinical administration: coordinate flight and hotel bookings for all patients and family members travelling to Home Base domestically and internationally, send patient communications and internal updates around travel logistics, and coordinate local transportation for patients while participating in program activities. Additionally, the Travel Coordinator will work alongside the other Administrative Coordinators to provide clinical team leadership recommendations around travel plans, troubleshoot travel issues and serve as a member of the weekend on-call team. Importantly, this individual will cross-train Administrative Coordinators responsible for patient logistics across the program on travel workflows and best practices. Reporting to the Practice Manager, the Travel Coordinator serves as a key member of the team that provides superior care and exceptional service to all Home Base patients. While also providing traditional travel assistance services, the Travel Coordinator will have the unique opportunity to work within a supportive team setting enabled by processes and technology that will provide them tools to continue the high level of care. The Travel Coordinator will be asked to participate in ongoing quality and process improvement efforts and with special projects as deemed appropriate by the Practice Manager and Administrative Manager across Programs. At Home Base, you are seen, heard, and treated with dignity and respect. We are committed to embodying values of anti-racism, diversity, equity, and inclusion. We recognize and work collaboratively to address disparities. We strive to foster an inclusive team environment in which each person has an experience of being valued and respected regardless of their intersecting identities. Home Base is part of Massachusetts General Hospital, an Equal Opportunity Employer. By embracing diverse individuals, skills, perspectives, and ideas, we choose to lead. Applications from protected Veterans and individuals with disabilities are strongly encouraged. PRINCIPAL DUTIES AND RESPONSIBILITIES: Responsibilities: Serve as primary contact for all travel logistics for the high volume of patients attending Home Base programs throughout the year Maintain tracker of all flight and hotel reservations Ensure that all patient contact info, travel dates, and special requests/accommodations are accurately recorded and securely communicated to partner organizations Act as primary liaison with travel company, submitting flight requests, approving itineraries and costs for all patients and support persons attending Programs at Home Base Ensure that all patient information is submitted to the hotel for timely reservation confirmation Send customized welcome emails with travel logistics and itineraries to all patients in a timely manner Send accurate and timely arrival and departure information of program participants, as well as hotel and transportation confirmations, to colleagues in Outreach and Administration Send weekly on-call email with booking confirmations and emergency contact info Serve as a member of the weekend on-call team, acting as primary administrative contact for designated weekends throughout the year Understand and assist with special travel requests and ADA requirements when needed Follow HIPAA guidelines and MGH policies to protect patient privacy and demographic information Work with supply chain management to ensure continuity of service from travel company (e.g. credit card renewals, cost center reporting, etc) Ensure that flight credits from rescheduled patients are tracked and used at a later date when possible Process patient reimbursement requests for approved travel expenses during their journeys to/from Home Base Book local transportation for group activities during Home Base program Completes applications required by donor organizations funding travel or accommodations for Home Base program participants accurately and in a timely manner Assists with invoice processing for hotel, program activities, and program services as directed by Administrative leadership Assists Practice Managers in establishing policy and procedures for all day-to-day travel operations Builds and maintains ongoing working relationships with staff, clinical and physician members of various departments across the Home Base organization and with travel partners. Prepares and presents reports and presentations as requested. Learns procedures for maintenance of Vendor contracts for patient logistics and weekend programs to provide back-up support to the other Administrative Coordinator. Performs comprehensive, administrative duties within a dynamic, challenging environment Participates in weekly support staff meeting and other meetings as requested Utilizes Home Base database management systems to track patient travel Other tasks as assigned. SKILLS/ABILITIES/COMPETENCIES REQUIRED: Effective interpersonal and communication skills Must have the flexibility to manage multiple tasks and deadline pressures Demonstrated analytical skills, ability to make decisions in collaboration with Practice and Administrative Managers Ability to work collaboratively with both clinical and non-clinical staff throughout the program and hospital Strong daily operational critical thinking skills Must display high degree of initiative and independent judgment Ability to see the bigger picture and look for efficiencies Demonstrates competent computer skills and knowledge of office applications Knowledge of Third-Party Reimbursement regulations and Salesforce preferred EDUCATION: Bachelor's degree preferred EXPERIENCE: Three to five years of work experience preferred Three years prior experience in healthcare, travel or administrative support preferred WORKING CONDITIONS: Office Care Setting. Open workspace model with innovative care set up. No assigned workspace, but variety of workspace is available. Some work may be performed remotely. Primary Location:Hybrid, Remote/Charlestown Navy Yard Additional_Job_Description The General Hospital Corporation is an Equal Opportunity Employer. By embracing diverse skills, perspectives and ideas, we choose to lead. 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.