Job Title: Patient Service Coordinator II - Float/Call Center Agent

Department: Adult Medicine - North End

GENERAL SUMMARY/ OVERVIEW STATEMENT:

In a clinical setting, performs a variety of patient service, administrative duties and general office work.

PRINCIPAL DUTIES AND RESPONSIBILITIES:

As a float, the employee will cover each of these designated departments: Adult Medicine and Pediatrics, Behavioral Health, Call Center, Optometry and Podiatry.

The following is a combination of all the responsibilities and duties from these departments.

• Answer and transfer calls, take messages, and book appointments
• Greets clients and visitors in a courteous, pleasant and approachable manner
• Check in / check out all patients for assigned departments
• Collects co-pays and bill payments and generate journal entries
• Works collaboratively with doctors/MA/LPN to assure a smooth flow of clients and service delivery
• Schedules same-day, walk in and future appointments for patients and reschedules appointments as needed
• Mails out recall letters to patients
• Follows HIPAA Guidelines for the management of patient privacy and confidentiality
• Maintains physical environment (workspace and patient lobby)
• Ensure provider's schedules are up to date with meeting blocks and time off requests
• Performs and participates in special projects as directed
• Performs administrative duties to include: photocopying, faxing, and mailing letters to patients
• Checks insurance eligibility for all patients schedule for the next business day
• Checks insurance benefits for all Optometry patients and request/assign referrals if needed
• Obtains Behavioral Health authorizations if needed and assigns referrals to all BH appointments
• Orders supplies for the department as needed
• Refers uninsured / self pay patients to Resource Specialist after sliding scale application is completed
• Review daily televox list and update patient's info if needed
• Makes reminder phones calls to patients the day before their appointment
• Prepare schedules and reports, and print necessary medical information for providers
• Instruct patients, insurance companies, law offices, etc. on the procedure for obtaining copies or transfer of medical records according to HIPAA

Qualifications

QUALIFICATIONS:

High school graduate

SKILLS/ ABILITIES/ COMPETENCIES REQUIRED:

• Excellent organizational and telephone skills.
• Pleasant manner.
• Experience with computer.
• Record keeping knowledge required.
• Must be able to communicate orally and in writing, must be able to document services provided.
• Typing skills helpful.
• Familiar with medical terminology helpful.

WORKING CONDITIONS:

General business office setting which includes periods of sitting. Must be able to walk, stand, stoop, squat and climb stairs. Must be able to hear normal speech. Requires manual dexterity to use available technology. Must be able to communicate orally and in writing. Must be able to document services provided. Will be exposed to eye and position strain from computer.

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.