Patient Services Coordinator II
- (3144227)
GENERAL SUMMARY/ OVERVIEW STATEMENT:
Under the general direction of the Group Practice Administrator, the Patient Services Coordinator (PSC) II provides administrative support to healthcare providers in a high-volume ambulatory setting, functioning as the primary interface between the patient and the providers. The PSC II is expected to effectively organize priorities, complete tasks on time, and to manage confidential patient information. The PSC II is responsible for scheduling patient appointments, diagnostic testing, and coordinating referrals and managed care related issues. The PSC II is expected to take complete responsibility for every customer interaction by creating a welcoming environment and providing outstanding service. The PSC II may work with colleagues and clinicians in one or a combination of the following Neurology clinical divisions: Comprehensive/General, ALS, Epilepsy, Memory, Movement, Neurobehavioral, Neurogenetics, Neuroimmunology, Neuromuscular, Pediatrics, Sleep, or Stroke.
PRINCIPAL DUTIES AND RESPONSIBILITIES:
General Responsibilities:
- Answers and triages incoming telephone calls, takes messages, and assists patients and families with problem resolution both in-person and over the telephone.
- Has primary responsibility for scheduling and rescheduling patient appointments and utilizes wait list to fill cancelled appointments.
- Conducts appointment confirmation calls and sends confirmation letters when applicable.
- Reviews the daily patient schedule and ensures that all appropriate preparations are in place to facilitate efficient patient flow for the day.
- Monitors Televox for patient appointment confirmations.
- Obtains pertinent new patient information, and prepares medical record charts for new patients. Ensures all required information is available prior to initial visit.
- Schedules diagnostic testing appointments and obtains prior authorizations for tests.
- Assists with obtaining appropriate referral information from referral source.
- Pre-screens incoming referrals according to selection criteria.
- Coordinates prior authorizations.
- Coordinates medical documentation and scanning into the electronic medical record.
- Effectively navigates Epic, Patient Gateway, and MS Office suite. May function as an Epic super-user.
- Responsible for sorting mail, incoming faxes and directs correspondence to the appropriate recipient.
- Monitors and manages Epic referral workqueue, Epic inbasket, and Patient Gateway daily.
- Works closely with the International Office to schedule visits.
- Coordinates interpreter services and patient transportation as necessary.
- Coordinates clinical schedules.
- Provides cross coverage as necessary, including front desk, lunch, and vacation coverage.
- Maintains patient confidentiality in compliance with HIPAA guidelines.
- Perform other duties as assigned
QUALIFICATIONS:
- High school diploma and/or GED equivalent required. Associates or Bachelor’s degree is preferred.
- A minimum of 1-2 years related work experience preferred.
- Basic knowledge of medical terminology preferred.
- Understanding of managed care and other insurance plans preferred
- Scheduling systems knowledge preferred. Epic systems experience desirable.
SKILLS/ ABILITIES/ COMPETENCIES REQUIRED:
Required Competencies:
Service Excellence
- Demonstrates a commitment to the MGH Mission and Standards of Behaviors.
- Enthusiastically connects with a diverse population of patients, caregivers and colleagues.
- Prioritizes work in alignment with the needs of the patients, family members, caregivers and colleagues.
- Ability to maintain a high level of professionalism and handles all situations diplomatically and courteously.
Attention to Detail
- Adheres to assigned schedules to ensure appropriate staffing coverage.
- Ensures accuracy of provider clinic schedule in Epic and confirms all patient appointments.
Communication
- Demonstrates strong verbal and written skills, and has good command of the English language.
- Provides accurate information and clear explanations regarding appointment requirements, instructions and policies and procedures.
- Must be able to communicate effectively and professionally with internal and external customers. Adapts communication style to varying customer needs.
- Employs active listening skills.
Collaboration & Teamwork
- Must demonstrate strong interpersonal skills.
- Exhibits diplomacy and communicates with others in a manner that demonstrates respect, professionalism and a commitment to the team.
- Offers and seeks assistance to and from coworkers that supports the team and ensures that patient needs are not compromised.
- Provides cross coverage during unexpected and scheduled absences.
- Participates in department initiatives and attends all required departmental meetings.
- Acts as a liaison between key departments, providers and coworkers.
Flexibility & Resilience
- Demonstrates flexibility and adapts to shifting priorities in response to the needs of patients, caregivers and colleagues.
- Responds to change with a positive attitude and remains open-minded.
- Demonstrates ability to rebound quickly when confronted with challenging situations.
- Demonstrates a willingness to learn.
Environmental Requirements:
- Fast paced practice environment handling multiple demands.
- Exceptional organizational skills and flexibility to manage multiple tasks simultaneously.
- Must be able to both work cooperatively as part of a team and to work independently.
- Must be able to exercise appropriate judgment as necessary and strong problem-solving skills.
SUPERVISORY RESPONSIBILITY (if applicable):
Not applicable.
FISCAL RESPONSIBILITY (if applicable):
Responsible for collection and management of co-pays.
WORKING CONDITIONS:
Ambulatory Care Setting
EEO Statement
Massachusetts General Hospital is an Equal Opportunity Employer. By embracing diverse skills, perspectives and ideas, we choose to lead. Applications from protected veterans and individuals with disabilities are strongly encouraged.
Primary Location MA-Boston-MGH Main Campus Work Locations MGH Main Campus 55 Fruit Street Boston 02114 Job Customer Service Organization Massachusetts General Hospital(MGH) Schedule Full-time Standard Hours 40 Shift Day Job Employee Status Regular Recruiting Department MGH Pediatric Neurology Job Posting Jan 21, 2021