GENERAL SUMMARY/ OVERVIEW STATEMENT:

The Patient Services Coordinator II, under general supervision, 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, diagnostic testing, referrals and other managed care related issues. Serves as an overall resource person for support staff.

PRINCIPAL DUTIES AND RESPONSIBILITIES:

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

Coordinates the scheduling of multiple appointments using multiple systems or resources. Schedule, re-schedule and cancel patient office appointments both internal and external to the practice. Review key registration elements of demographic information to verify accuracy with patients during time of scheduling. Ensures proper screening for in-person visits. And review of demographic information to verify correct.

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

Performs the daily management of encounter form processing and reconcilement.

Identifies and communicates to the Practice's leadership issues of process creating inefficiencies within the operation. Assists in their resolution, working within the unit and with management for the department as a whole.

Ensures the completeness of all forms and performs basic ICD-9 coding, as required to complete visit encounter forms for processing

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

Assists with special projects as required. Projects may include such topics as obligations to insurers, hospital issues of compliance and/or Operations Improvement Initiatives.

Manages Epic Workqueue.

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 creates referral "Shells"/Templatefor specialty visits and diagnostic testing, as required. Coordinates the scheduling of diagnostic testing.

Copies and faxes all materials in accordance with the practice requirements.

Provides cross coverage for other Practice staff members for absences, vacations, etc. and during variations in workflow, as needed.

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.

Attends staff meetings as scheduled and staff training sessions when needed.

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

Investigates and resolves issues relating to and arising from the referral and/or billing process, which interrupts the delivery of care to a patient or the reimbursement for services rendered. Addresses patient questions, complaints and concerns.

Understands all 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.

Customer Service Responsibilities:

Conveys Compassion: Demonstrates awareness and shows sensitivity to others' needs.

Respectful of Others: Considers others' viewpoints and treats others with honesty, fairness and integrity. Speaks highly of the capabilities of the hospital and its staff.

Attentive to Others: Actively looks for ways to help customers by identifying and proposing appropriate solutions and/or services.

Collaborates with Others: Maintains cooperative working relationships and builds team identity. Promotes a friendly, cooperative climate within the department and hospital setting.

Accountable for Actions: Establishes a high degree of trust and credibility with others. Evokes confidence in character, abilities and truthfulness. Demonstrates efforts to succeed and excel. Guards patient privacy.

Informative: Proactively shares information with others.

Adaptable to Others: Manages multiple demands, shifting priorities and rapid change. Adapts plans, behavior or approaches to fit major change situations.

Acts Professionally: Builds trust through reliability and authenticity. Demonstrates results-oriented behavior. Develops constructive, cooperative relationships with others.

Emotionally Self Aware: Understands the implications of own emotions and manages appropriately.

Safety: Is aware of and adheres to safety measures for both patient and staff.

Qualifications

QUALIFICATIONS:

High School diploma or GED equivalency required.

Associate's Degree in Secretarial Science/Business, or a Secretarial Training Certificate Program desirable.

Minimum of 3 years secretarial experience or equivalent in a medical or health care related setting.

SKILLS/ ABILITIES/ COMPETENCIES REQUIRED:

Knowledge of computer skills necessary to use appropriate modules of EPIC CADENCE, electronic medical record modules and transition to PATCOM, as required.

Good command of the English language, including medical terminology

Exceptional organizational skills, flexibility to manage multiple tasks and the accurate attentive to details.

Ability to work independently or within a team environment

Excellent and effective interpersonal and communication skill

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 Policie

Demonstrated understanding of Disaster protocols to include: fire, safety and code calls, per the mandatory training, as 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.