GENERAL SUMMARY/ OVERVIEW STATEMENT:

The Patient Services Coordinator II, under general supervision of the Administrative Manager, provides

administrative support to health care providers in a high-volume ambulatory setting, functioning as the primary

interface between the patient and providers for the Cardiology Non-Invasive Service. The emphasis is placed on

the ability to organize priorities, complete tasks, manage confidential patient information, and enhance the

quality of service to patients.

PRINCIPAL DUTIES AND RESPONSIBILITIES:

• Performs all duties that are the responsibility of a Patient Service Coordinator I

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

Operations.

• Provides support and information to providers to problem solve and manage complex administrative

patient issue

• Understands HMO, Managed Care, and other Third Party Insurers. Functions as a resource for patients

around managed care plans, insurance and referral issues, with an ability to perform electronic

insurance verification.

• Understands financial services and self-pay resources and provides patients with information as

needed.

• Triages and manages more complex telephone calls, utilizing courteous customer service skills.

• Maintains confidentiality and privacy, which is consistent with HIPAA guidelines.

• Completely performs and is a resource to other team members in all revenue enhancement activities,

including but not limited to registration verification, co-payment collection, cash management, encounter

form reconcilement, etc.

• Schedules patient appointments and schedules procedures using the Epic systems, Cadence and Epic

Clinical programs.

• Manages Epic In Baskets and Patient Gateway message

• Coordinates and tracks referral appointments and visits through Epic Referral Work Queue List

• Provides cross coverage for other Practice staff members for absences, vacations, etc. and during

variations in workflow, as needed

• Assists with training and orientation of new staff, where applicable.

• Performs all other related tasks which would facilitate the flow of patients through the practice, or which

would enhance the quality of service to patients.

• Other duties as directed.

Qualifications

QUALIFICATIONS:

• High School Diploma or GED required; Associate's Degree in Business/Secretarial Science or

Secretarial Certificate Program desirable

• 3 years secretarial experience or equivalent in a medical or health care related setting preferred

SKILLS/ ABILITIES/ COMPETENCIES REQUIRED:

• Good command of the English language, including medical terminology

• Excellent interpersonal and verbal/written communication skill

• Exceptional organizational skills, flexibility to manage multiple tasks and accurate attention to detail

• Ability to work independently and within a team environment

• Ability to solve problems and resolve complex issues on behalf of providers and patient

• Ability to function as a role model and provide administrative guidance to other

• Knowledge of computer applications necessary to function in administrative role

WORKING CONDITIONS:

General office setting. Walking to and from patient exam rooms can be expected.

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.