Patient Serv. Coord. III
Massachusetts General Hospital(MGH)

Boston, Massachusetts


GENERAL SUMMARY / OVERVIEW STATEMENT

The Patient Services Coordinator III, under supervision of the Practice 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.

PRINCIPAL DUTIES AND RESPONSIBILITIES

Patient Check-In and Check-Out

  • Greet all patients and visitors to the practice in a professional, timely and respectful manner. Effectively interact with a diverse population.
  • Perform all check-in and check-out functions as outlined by the MGH/MGPO Front Desk Standards of Operations, including collect co-payments as applicable and reconcile cash/billing drawer daily.
  • Answer all incoming phone calls utilizing courteous customer service skills.
  • Accurately transcribe messages and distribute to the appropriate clinical staff for triage, via online patient portal. Respond to patents in a timely manner, with follow up steps.
  • Schedule patient appointments including ancillary services appointments and facilitate referrals to specialty care as needed.
  • Ensure accurate demographic and financial information for each patient encounter.
  • Track specialty care referrals to ensure appointment completion. Follow up with specialty care departments and/or patients on incomplete referrals as directed by primary care clinician.
  • Monitor patient waiting area for patient flow and wait times; maintain neatness. Communicate wait times to patients in a timely manner and help to resolve any issues.
  • Update end-of-day appointment status to record no-shows, cancellations, and left without seen.
  • Sort correspondence (mail, faxes) and distribute appropriately.
  • Responsible for medical records management to include filing, scanning, chart preparation, and release of medical information in accordance with HIPAA.
  • Maintain confidentiality and privacy consistent with HIPAA guidelines.
  • Responsible for monitoring and oversight of provider schedules to ensure accurate and timely appointment scheduling.
  • Adjust provider 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.
  • Assist with orientation and training of new PSC staff.
  • Actively involved in Primary Care practice re-design and process improvement.
  • Work with leadership on ongoing departmental projects.
  • Perform all other duties that are unit specific and appropriate to this level of position.

Billing /Managed Care
  • Possesses knowledge of HMO, manage care and other third-party insurers.
  • Understands financial services and self-pay resources and provides patients with information as needed.
  • Obtains insurance verification and prior authorizations as necessary

Administrative
  • Provides administrative support to providers including correspondence on behalf of physician.
  • Actively participates in the "team huddles" as part of the caring role of patients in team-based care.
  • Actively involved in Primary Care practice re-design and process improvement.
  • Assists in training and orientation of new coordinators.
  • Works with leadership with on-going departmental projects.
  • Monitors the patient waiting area for patient wait time; patient flow and maintains neatness.
  • Works collaboratively with patients, staff, clinicians and managers to determine needs and solve problems.
  • Performs all other duties that are unit specific and are appropriate to this level of position.
  • Other tasks as assigned.


Qualifications
SKILLS & COMPETENCIES REQUIRED
  • 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.
  • Strong interpersonal, organizational and time management skills.
  • Ability to work collaboratively and independently.
  • 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.
  • Ability to effectively evaluate all aspects of a situation and independently make appropriate and timely decisions.
  • 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).

EDUCATION:
  • High school diploma, GED, or equivalent required

EXPERIENCE:
  • Minimum 2-4 years clerical/administrative experience in a healthcare setting, or related experience with transferrable skills preferred.

WORKING CONDITIONS
  • High-volume ambulatory office setting


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.



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