Under general supervision, the Patient Services Coordinator II provides administrative support to health care providers in a high-volume ambulatory setting, functioning as the primary interface between the patient and the providers. The emphasis is placed on the ability to organize priorities, complete tasks, manage confidential patient information, schedule patient appointments and diagnostic testing, referrals and other managed care related issues. Serves as an overall resource person for support staff.

Responsibilities:

Ability to perform all duties as outlined for the PSCI position.



Perform all check-in and checkout functions as outlined by the MGH/MGPO Front Desk Standards of Operations.



Provide support and information to providers and to manage complex, administrative patient issues to a satisfactory resolution.



Perform daily management of encounter form processing and reconciliation.



Ensure completeness of all encounter forms and understands resources for confirming basic ICD-9 coding required to complete visit encounter forms for processing.



Understand HMO, managed care and other third party insurers. Function as a patient resource around managed care plans, and insurance and referral issues with the knowledge to perform electronic insurance verification.



Understand financial services and self-pay resources, and to provide patients with information as needed.



Triage and manage complex telephone calls utilizing courteous customer service skills.



Maintain confidentiality and privacy consistent with HIPAA guidelines.



Completely perform all revenue enhancement activities, including but not limited to registration verification, co-payment collection, cash management, encounter form reconciliation, and serves as a resource to other team members.



Schedule patient appointments and create referral template for specialty visits and diagnostic testing as required. Coordinate diagnostic test scheduling.



Coordinate and track referral appointments.

Provide cross-coverage for other practice staff members for absences and vacations as well as during variations in workflow.



Assist in training and orienting new staff, to front desk procedures and best practices.



Perform all other related tasks facilitating patient flow and quality patient care.



Work on special projects as assigned.

Qualifications

High School diploma required

Associates Degree in Secretarial Science / Business Training Program desirable

Minimum of 3 years secretarial experience or equivalent in medical/healthcare field.

Skills/Abilities/Competencies Required:

Computer skills necessary to use appropriate modules of IDX, electronic medical record modules, and transition to PATCOM, as required.



Command of the English language including some medical terminology



Exceptional organization skills, ability to multi-task, accurate attention to detail.

Ability to work both independently or with a team approach.

Excellent and effective interpersonal and communication skills



Demonstrated ability to work effectively and courteously with various groups of patients, staff, and providers.



Demonstrated 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.



Demonstrated in-depth understanding of managed care and all other pertinent insurance/medical coverage.



Demonstrated knowledge of HIPAA Confidentiality and Privacy Policies.



Demonstrated understanding of disaster protocols to include fire, safety, and code calls, pursuant to the mandatory training requirements outlined by MGH and JCAHO guidelines.

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.