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POST DATE 9/10/2016
END DATE 11/3/2016

Massachusetts General Hospital(MGH) Boston, MA

Boston, MA
AJE Ref #
Job Classification
Full Time
Job Type
Company Ref #
Mid-Career (2 - 15 years)
High School Diploma or GED


GENERAL SUMMARY/ OVERVIEW STATEMENT: Summarize the nature and level of work performed.

This position reports administratively to the Administrative Manager and clinically to the Medical Director of MGH Senior Health. This person acts as the point of contact for patient service support for designated physicians and nurse practitioners to expedite patient care, specialty referrals and triage patient questions and concerns. This person understands their position is an important part of the care team in the Patient Centered Medical Home and promotes partnership between patient, family and team. This position is responsible for operations improvement in all aspects of the position.

PRINCIPAL DUTIES AND RESPONSIBILITIES: Indicate key areas of responsibility, major job duties, special projects and key objectives for this position. These items should be evaluated throughout the year and included in the written annual evaluation.

Understands their position is an important part of the care team in the Patient Centered Medical Home and promotes partnership between patient, family and team

Actively participates in daily team huddles.

Answers all incoming calls into the practice. Triages the medical questions via telephone and handles the questions within parameters of understanding and forwards to clinical staff the patients or callers requiring medical decision-making.

Schedule appointments and sends Rx Renewal information to assigned clinicians for completion

Assists with patient tracking for transitional care management

Processes consult/specialty referral and diagnostic testing/procedures requests from clinicians, scheduling the appointment, faxing or sending pertinent medical information to the specialist prior to the appointment and communicating the appointment details to the patient and/or caregiver. Appointment details include the exact location and any prep instructions, i.e. NPO after midnight or for mammogram, no use of powder or deodorant.

o Informs the referring clinician of the appointment date and time via post dated LMR clinical messaging so they can track their referrals.

o Creates a note in the patients record detailing the date, time, location and doctors name.

o Processes managed care referrals in EPIC for outgoing, external referrals.

o Maintains a solid understanding of which insurance plans MGH Senior Health accepts, with particular attention to managed care plans, which contain referral requirements.

o Processes referrals to VNA and other community agencies, using appropriate forms that provide insurance and other pertinent information needed by agency. Communicate the completion of the referral to the referring clinician via clinical message, saved as note. Document such information in EPIC

o Actively works EPIC referral report to close the loop on external referrals.

Is the liaison for clinicians to expedite needed contacts to organize a patients medical care at End of Visit and promotes the education of NEW patients in practice procedures.

Arranges Ambulance service and prepare papers for transport for Clinicians as needed.

Applies and promotes the Core Values of MGH Senior Health.

Cross trains to cover Front Desk for planned time away

Other duties as assigned

SKILLS/ABILITIES/COMPETENCIES REQUIRED: Must be realistic, objective, measurable and related to essential functions of this job.

Excellent interpersonal and communication skills required with demonstrated ability to interact with patients and caregivers in a professional and effective manner.

Knowledge of organization policies, procedures and systems, health care administrative practices.

Knowledge of Hospital systems EPIC, LMR, CRMS, Patient Gateway and Microsoft Office.

Ability to multi-task, and comfortable in a fast paced working environment

LICENSES, CERTIFICATIONS, and/or REGISTRATIONS (if applicable): Specify minimum credentials and clearly indicate if preferred or required

EDUCATION: Specify minimum education and clearly indicate if preferred or required

Demonstrated ability to interact successfully with patients and their families, physicians and support staff both inside and outside of the institution.

Ability to work effectively on a team.

Ability to manage multiple tasks concurrently.

Demonstrated proficiency in medical terminology and computer systems.

High school diploma required, Associates or college course work preferred

EXPERIENCE: Specify minimum creditable years of experience and clearly indicate if preferred or required.

2 years of experience working within the medical field.

Call Center/high volume practice experience preferred

Geriatrics exposure preferred

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.