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, coordinating referrals and managed care related issues. In addition, this position is responsible for managing the day-to-day patient flow at time of check-in and check-out. The PSC II is expected to take personal and complete responsibility for every customer interaction by creating a welcoming environment and providing outstanding service. After probationary period and skills have been developed incumbent will participate in our remote work model.

PRINCIPAL DUTIES AND RESPONSIBILITIES: Indicate key areas of responsibility, major job duties, special projects and key objectives for this position. These items should be evaluated throughout the year and included in the written annual evaluation.

Required Competencies:

Service Excellence

1. Demonstrates a commitment to the MGH Mission, Statement of Behaviors, and department service vision.

2. Enthusiastically connects with a diverse population of patients, caregivers and colleagues.

3. Prioritizes work in alignment with the needs of the patients, family members, caregivers and colleagues.

4. Ability to maintain a high level of professionalism in handling all situations diplomatically and courteously.

5. Consistently maintains a comfortable, clean and safe setting.

6. Adheres to department dress policy.

Attention to Detail

1. Adheres to assigned schedules to ensure appropriate staffing coverage.

2. Performs all check-in and check-out functions, as outlined by the MGH/MGPO Front Desk Standards of Operations.

3. Receives and responds to internal and external telephone calls from patients, caregivers, coworkers and other departments.

4. Schedules new, follow-up, same day, annual and diagnostic patient appointments.

5. Responsible for collecting patient co-payments in accordance with the Co-payment Collection Policy.

6. Document headache schedules with required information for clinic flow. Prior Authorization information needs to be maintained and updated weekly.

7. Botox check out clinic is to be covered.

8. Ascertain medication is available from the required insurance source.

Communication

1. Demonstrates strong verbal and written skills.

2. Provides accurate information and clear explanations regarding appointment requirements, instructions and policies and procedures.

3. Adapts communication style to varying customer needs.

4. Employs active listening skills.

Collaboration & Teamwork

1. Exhibits diplomacy and communicates with others in a manner that demonstrates respect, professionalism and a commitment to the team.

2. Offers and seeks assistance to and from coworkers that support the team and ensures that patient needs are not compromised.

3. Provides cross coverage during unexpected and scheduled absences.

4. Participates in department initiatives and contributes to the team's success.

5. Acts as a liaison between key departments, providers and coworkers.

6. Assists in mentoring new staff as directed.

Flexibility & Resilience

1. Demonstrates flexibility and adapts to shifting priorities in response to the needs of patients, caregivers and colleagues.

2. Responds to change with a positive attitude and remains open-minded.

3. Demonstrates ability to rebound quickly when confronted with challenging situations.

4. Demonstrates a willingness to learn.

Pro-active Problem Solving and Follow-Through

• Demonstrates ability to make sound decisions and take appropriate action.

• Utilizes available resources and recognizes when a situation warrants assistance.

• Identifies trends and opportunities for improvement.

General Responsibilities:

1. Answers and triages incoming telephone calls, takes messages and assists patients and families with problem resolution both in-person and over the telephone.

2. Has the primary responsibility for scheduling and rescheduling patient appointments and utilizes wait list to fill cancelled appointments.

3. Works closely with the International office to schedule visits.

4. Reviews the daily patient schedule and ensures that all appropriate preparations are in place to facilitate efficient patient flow for the day.

5. Prints office visit encounters and prepares labels.

6. Prepare medical record charts for new patients.

7. Pulls medical records for patients prior to visit.

8. Obtains pertinent new patient information.

9. Schedules ancillary appointments.

10. Responsible for assisting and obtaining appropriate referral information from referral source.

11. Pre-screens incoming referrals according to selection criteria.

12. Collects and processes co-payments as applicable.

13. Checks out patients as applicable.

14. Coordinates prior authorizations for prescriptions.

15. Coordinates medical documentation, scanning and indexing in LMR.

16. Coordinates interpreter services and patient rides as necessary.

17. Serves as a super user for IDX, CRMS, Patient Gateway and MS Office suite technology systems.

18. Responsible for sorting mail, incoming faxes and directs correspondence to appropriate recipient.

19. Coordinates physician administrative and clinical schedules.

20. Provides cross coverage as necessary

21. Files correspondence.

22. Maintains patient confidentiality in compliance with HIPPA guidelines.

Qualifications

QUALIFICATIONS: (MUST be realistic, neither overstated nor understated, and related to the essential functions of the job.)

• Minimum required education is high school diploma and/or GED equivalent. Some college preferred.

• A minimum of 1-2 years in a clinical setting.

• Some knowledge of third party billing.

• Demonstrates basic knowledge of medical terminology.

• Ability to maintain confidential medical information.

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.