January 13, 2006

FLEX team fills outpatient staffing needs

MGH ambulatory care practices facing temporary staff shortages because of vacations, illness and other short-term absences have an inventive resource to keep their operations running smoothly — the Front Line Excellence (FLEX) team. Established in 2001, the FLEX team provides ambulatory care practices with a pool of highly trained patient service coordinators dedicated to supporting outpatient practices and readily available to fill in during planned and unplanned absences. Because of the high volume of patients seen on a daily basis in the MGH outpatient practices, it is especially critical that their operations run efficiently even in the face of staff absences. The FLEX team staff members, having been trained specifically to support these practices, are able to fulfill this role.

After completion of both the MGH New Employee Orientation and Outpatient Practice Support Essentials training, new FLEX team members are oriented with the busiest ambulatory practices for at least one month. During this time, they transition from "shadowing" experienced staff to fully performing in the patient service coordinator position. FLEX team staff also continue to receive ongoing training and coaching and are required to attend all training programs offered to MGH patient service coordinators.

From left, FLEX team members Sophy Leng, Yen Hai Luu, Elizabeth Bonasoro and Lisa Owens

Assignments for FLEX team members generally are accepted in two-week increments. Depending on staffing demands, however, they can be extended for longer periods of time. For more information or to request FLEX team assistance, contact Josephine Kubilus at (617) 724-0384 or jlkubilus@partners.org.