Patient Services Coordinator II
Massachusetts General Hospital(MGH)

Job Info

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The Patient Services Coordinator II (PSC II), under the supervision of the Administrative Manager, provides administrative support to healthcare providers within Infectious Diseases Associates (IDA). The PSCII functions as the primary interface between the patient and the providers. Fostering an environment of compassionate care is of paramount import. Emphasis is also placed on the ability to organize priorities, complete tasks, manage confidential patient information, as well as schedule patient appointments, diagnostic testing, referrals, and coordinate other managed care related issues. Serves as an overall resource to IDA and its patients.

Responsibilities:

• Provides support and information to providers to problem solve and manage complex administrative patient issues.
  
• Triages and manages more complex telephone calls utilizing superior customer service skills.
• Utilizes EPIC to manage providers' patient schedules, schedule and reschedule patient appointments, verify insurance information, and document patient interactions as appropriate.
• Coordinates and tracks referral appointments and visits.
• Creates referral "Shells"/Templatefor specialty visits and diagnostic testing as required. Coordinates diagnostic testing.
• Secures outside medical records.
• Coordinates any necessary resources including transport, interpreters, and other services as requested.
• Possesses thorough knowledge of 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.
• Provides cross coverage for other Practice staff members for absences, vacations, etc. and during fluctuations in workflow. Familiar with Practice's check-in and -out functions. Familiar with all revenue enhancement activities including but not limited to registration verification and co-payment collection.
• Maintains confidentiality and privacy consistent with HIPAA guidelines.
• Assists with training and orientation of new staff as necessary.
• Maintains the Practice's physical environment.
• Performs all other related tasks which facilitate the flow of patients through the practice or which enhance the quality of service to patients.
• Works on special projects and assignments as directed.

Competencies Required:

Getting Results:

• Drive for constant improvement and consistently demonstrate a positive, "can-do" attitude
  
• Ability to anticipate and solve problems proactively and effectively
• Strong customer service orientation

Planning, Organizing, and Coordinating:

• Superb time management skills with the capability to prioritize among multiple requests from multiple individuals and the ability to change direction in response to a fluctuating work environment
• Excellent multitasking skills as well as the ability to work in an environment that reflects diverse work styles and perspectives
• Exceptional attention to detail
• Solid problem-solving skills with the ability to anticipate and solve routine problems proactively and efficiently

Communication Skills:

• Excellent written and verbal communication skills
• Ability to represent the Center with the utmost professionalism and ability to build strong relationships inside and outside of the group
• Strong customer service attitude
• Solid ability to work successfully in a diverse team environment
• Sense of humor is a must

Diplomacy and Integrity:

• Maintain utmost confidentiality with sensitive and personal information including demonstrated knowledge of HIPAA Confidentiality and Privacy Policies
• Uphold the highest level of integrity and professionalism

Technical Savvy:

• Familiarity with clinical applications e.g., EPIC, Patient Tracker, and database management systems like REDCap
• Demonstrated in-depth understanding of managed care and all other pertinent insurance/medical coverage

Qualifications

• High School diploma required. Bachelor's degree preferred
  
• Minimum 1-3 years' experience in a medical or healthcare related setting (or equivalent)
  

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.

This job has expired.