Patient Services Coord. II

Child Psychiatry Intake Coordinator, PSC II

The Child Psychiatry Intake Coordinator is part of a dynamic team within the Department of Psychiatry at MGH. As a member of this team, the intake coordinator is primarily responsible for the direct process of obtaining new patient information and the appropriate scheduling of appointments within the defined ambulatory specialties.

This is a high volume, phone based position, that serves as the initial contact and entry for new patients into the outpatient Psychiatry Department. Intake coordinators act as primary contact for patients and providers, providing appointments, referrals and resources for the department, hospital specialties and surrounding communities.

• Answer patient telephone calls. Correctly process information for ambulatory appointment scheduling, answer questions, and assist with problem solving. This includes, but is not limited to, determining patient eligibility, triaging all cases as directed, answering inquiries related to the availability of appointments, physicians specialties, limits to care, parking, directions, and general MGH and outpatient department information. If necessary, transfer calls to an appropriate person or department to assist the patient.

• Elicit patients and patient family members presenting mental health information to allow appropriate triage. Refer to guidelines on how to triage emergent/urgent requests for specific diagnoses.

• Reviews all patient demographic information, insurance information and referral numbers. Handle discrepancies appropriately.
• Provide information about the outpatient psychiatry department and expertise treatment available including, but not limited to: Child Psychiatry, MCPAP, Consultations, Bressler Program, Child CBT Program, and assessment programs.
• Verify insurance eligibility, and provide guidance around referral and managed care issues, and information about other prior authorizations that may be needed for procedures.
• Attends weekly triage meeting and presents each case to clinic director, chief residents, and other staff.
• Creates and manages schedules of new evaluation slots for rotating residents.
• Maintains workflow procedures for scheduling therapy groups including scheduling intakes and sending out group documents
• Communicates with physicians and patients in a professional manner.
• Relay messages to clinicians and follow-up as indicated appropriate by supervisor.
• Works to establish and maintain good relationships with fellow employees.
• Works cooperatively and professionally with fellow employees to solve problems and to make the facility function efficiently.
• Obtains contact information for scale completion as requested by doctors or departments.
• Obtains consent forms when necessary
• Fills in for fellow employees when asked to do so or when the need arises.

Qualifications

• Must have superior written and verbal communication skills.
• Must understand the overall goals and systems of the facility; communicate effectively with a socially diverse group of patients for problems that may be life threatening, coping with the anxiety and stress often created in such situation; communicate well with a large group of physicians working in a fast-paced and demanding environment; respect the strict confidentiality of medical records and information.
• Must have working familiarity with the computer and keyboard skills.
• Must be detail-oriented and good at multi-tasking. Previous high-volume phone experience is desired.
• Must be able to work cooperatively and efficiently with fellow employees to assure efficient operation and quality patient care.
• Exceptional organizational skills, flexibility to manage multiple tasks, and ability to prioritize efficiently
• Ability to work independently and within a team environment
• Demonstrates ability to problem-solve and function as a resource to other members of the team, and resolve complex issues on behalf of the providers and the patients.

BA or BS preferred.

Experience in a behavioral health care or medical setting strongly preferred.

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.