The Patient Services Coordinator II, under general supervision, provides administrative support to health care providers in a high-volume primary care practice set in the community, functioning as the primary interface between the patient, nurses and providers. The emphasis is placed on the ability to prioritize multiple tasks including scheduling appointments by phone, phone triage, check in, check out collect co-payments, manage confidential patient information and confirm accurate patient insurance information.
GENERAL DUTIES
• Functions as part of the care team in a Patient Centered Medical Home practice
• Providers administrative support to providers and clinical staff
• Primary role is call center agent; secondary role front desk coverage as needed
• Use automated call distribution to provide patient centered service to patients on the phone
• Schedules/reschedules/cancels appointments via phone and Patient Gateway
• Addresses and triages live phone calls as needed
• Uses EPIC to document messages to various pools within MGH Everett Family Care
• Conducts confirmation calls and COVID screening calls
• Manages outbound call work queue for the practice
• Verify patient's insurance, assist with additional resources as needed
• Enroll patients in Patient Gateway
• Completes EPIC functions, i.e. Arrival Status, No Show, Cancellations
• Fills vacant slots within the clinician's schedules daily, utilizing patient work queue list
• Prepares faxes and mails paperwork
• Reviews and monitors efax portal
• Reviews and triages EPIC Clinical Messages, Patient Gateway e-mail multiple times a day
• Use iPads for PROMs survey collection
• Checks patients in and out, collects co-payments and edocumentation as needed
• Runs designated EPIC reports and follows up with paperwork as needed
• Closes and reconciles all co-payment and self-payment batches for the day prior to end of shift
• Recommends solutions to work flow; participates in trouble shooting and evaluating changes
• Demonstrates knowledge of HIPAA Confidentiality and Privacy Policies
• Demonstrates understanding of Disaster protocols to include: fire, safety and code calls, per the mandatory training, as outlined by MGH and JCAHO guidelines.
MGH BILLING
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