Patient Services Coord. III

GENERAL SUMMARY/ OVERVIEW STATEMENT:

Under the direction of the practice manager, the Patient Services Coordinator III functions within the Avon Comprehensive Breast Center coordinating administrative functions for a complex surgical practice with supporting administrative responsibilities. Assists with the effective management of the provider's daily operations.

PRINCIPAL DUTIES AND RESPONSIBILITIES:

• Perform all duties and responsibilities of a PSC I and II:
• Schedules patient office appointment using Epic including scheduling for more than one facility; coordinates appointments with those of other consulting physicians or primary care physician as appropriate.
• Schedules new patients over the telephone or on day of appointment, obtaining all necessary information in a courteous manner; creates office medical records for new patients;
• Retrieves medical records prior to patient office visit; ensures that all necessary laboratory and radiological test results and medical records are received from within and outside of MGH, and properly filed prior to patient's office visit; is knowledgeable in the use of computer applications needed to obtain above information.
• Distributes patient information, maps, etc. prior to patient appointments.
• Answers patient/family questions regarding appointments as appropriate.
• Arranges for interpreter services as needed prior to patient appointment.
• Consistently ensures that referral forms are obtained from patients or primary care physician's office prior to patient's office visit.
• Schedules follow-up appointments and laboratory or radiology testing in a timely and courteous manner; prepares appropriate requisition/paperwork and arranges for specimen retrieval as necessary; ensures that any necessary follow-up is scheduled at the appropriate time in the future.
• Responds to requests from billing service or third party carriers for information, corrections, etc
• Re-schedules any canceled appointments in a timely manner.
• Responds to requests from physicians' offices, family, or government agencies for letters of medical necessity, letters to schools, copies of medical records, etc. as necessary.
• Prepares and sends follow-up visit reminder letters to patients in a timely manner.
• Retrieves and returns hospital medical records for physicians for research, signature, billing, etc. as needed.
• Coordinates the scheduling of multiple appointments using multiple systems or resources.
• 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.
• Possesses a thorough knowledge of all HMO, managed care, other third party insurers, and available patient financial services/resources.
• Assists in resolving identified issues, working collaboratively with practice management. Implements resolutions.
• Coordinates complex workflow and multiple schedules for provider to insure an efficient daily operation. Troubleshoots workflow issues as needed.
• Assists with special projects as required. Projects may include such topics as obligations to insurers, hospital issues of compliance and/or Operations Improvement Initiatives.
• Special projects as assigned by Practice Manager, Director and / or Division Chief.

Qualifications

QUALIFICATIONS:

• High school diploma or GED required. College education preferred.
• Minimum of 5 years work experience in medical group practice, billing and/or managed care setting required.

SKILLS/ ABILITIES/ COMPETENCIES REQUIRED:

• Demonstrated experience to interface with various levels of the practice, especially with the knowledge and issues related to manage care.
• Thorough knowledge of Epic system modules and its features, electronic medical record modules
• Demonstrated ability to work independently, with limited supervision, resolve issues, be organized, attentive to detail and achieve outcomes within the team.
• Demonstrates effective interpersonal and communication skills.
• Effectively interacts with all levels of management.
• Demonstrates knowledge of HIPAA Confidentiality and Privacy policies.
• Demonstrates an understanding of Disaster protocols to include: fire, safety, 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.