Patient Services Coord. II- Weekend

The Patient Services Coordinator (PSC), under supervision of the Operations Manager, provides general administrative support to health care providers in a high-volume ambulatory setting, functioning as the primary interface between the care team and the patients. The emphasis is placed on the ability to collaborate and communicate effectively, organize priorities, complete tasks, and manage confidential patient information.

Saturday 6am - 2:30p Sunday 7am - 3:30pm (16 hours)

Greet all patients and visitors to the practice in a professional, timely and respectful manner. Effectively interact with a diverse population.

• Answer all incoming phone calls utilizing courteous customer service skills.

• Schedule patient appointments including imaging services appointments.

• Maintain confidentiality and privacy consistent with HIPAA guidelines.

• Responsible for monitoring and oversight of provider schedules to ensure accurate and timely appointment scheduling.

• Adjust imaging schedules when necessary, in accordance with practice policies. Contact patients to communicate schedule changes as needed and ensure timely rescheduling.

• Troubleshoot workflow and scheduling issues to ensure an efficient daily operation.

• Problem solve emerging patient concerns in a timely and appropriate manner.

• Provide cross-coverage for other administrative staff members during absences, vacations and variations in workflow as needed.

• Work with leadership on ongoing departmental projects.

• Perform all other duties that are unit specific and appropriate to this level of position.

Qualifications

High School Diploma or GED required; college education preferred.

• Exceptional customer service skill

• Strong interpersonal, organizational and time management skills.

• Ability to work collaboratively and independently.

• Knowledge of computer skills necessary to use appropriate modules of Epic to include appointment scheduling, referral management and electronic medical record navigation.

• Good command of the English language.

• Demonstrates initiative and continually strives to enhance the credibility of the department. Takes ownership and responsibility for work and behavior.

• 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 patients. Seeks guidance and direction appropriately.

• Ability to multi-task, prioritize effectively and exhibit composure in a fast-paced environment.

• Knowledgeable and compliant in all hospital, state, and federal regulatory requirements, including hospital policies and procedures (where applicable to the job), Joint Commission on Accreditation of Healthcare Organizations (JCAHO), and Health Insurance Portability and Accountability Act of 1996 (HIPAA).

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.