PATIENT SERVICES COORD. II
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POST DATE 9/10/2016
END DATE 10/19/2016
Massachusetts General Hospital(MGH)
JOB DESCRIPTIONThe Patient Services Coordinator II (PSC II) serves as the first line of contact for patients calling into the OCD and Related Disorders Program (https://mghocd.org/). We specialize in the treatment and research of Obsessive Compulsive Disorder (OCD), Body Dysmorphic Disorder (BDD), Body Dysmorphic Disorder by Proxy (BDD by Proxy), Tourette Syndrome (TS), Chronic Tic Disorder (CTD), Hoarding, Hair Pulling, Skin Picking, and Olfactory Reference Syndrome (ORS). The PSC II will help manage clinical and research activity which includes telephone consultation, electronic communication and scheduling patients for initial evaluations and follow-up care. The PSC II works closely with Psychiatry Access Line Staff.
The PSC II will serve as the main liaison between patients and providers: frequently relaying clinical information and directly resolving patient issues per provider instruction. The PSC II is typically the first voice the patient hears when they decide to seek help. The patient population is high acuity with complex psychiatric disorders, co-morbid medical issues, including substance use and overlapping psychosocial concerns. The PSC II works as part of a dynamic team of clinicians, professional staff, and clinical research coordinators to meet the needs of patients including but not limited to: identifying appropriate specialty practices, intake interviewing, appointment scheduling, resolving problems and providing customer service, cross coverage, waiting room management, and calls to security. The PSC II works diligently to ensure the highest quality of care and level of service to patients and their clinicians.
The responsibilities of the Patient Service Coordinator II include, but are not limited to:
Patient Intake/Care Coordination 95%
* Provides information to clinicians, staff, and inquiring patients/parents about patient intake process.
* Greets patients and visitors in person and/or via telephone in a professional, consistent, courteous, timely and respectful manner.
* Displays courteous and timely phone and email interactions, including conducting intake referrals by phone.
* Responds to emails regarding any inquiries for clinical care.
* Effectively interacts with a diverse population, including, but not limited to, those with complex psychological disorders, cognitive impairment, intellectual and/or physical disability, as well as individuals whose primary language is not English.
* Provides detailed information to patients regarding the OCD and Related Disorders Program and research studies.
* Maintains proper professional boundaries with psychiatric patients.
* Possesses detailed functional knowledge of the complexity of mental health carve out plans and pertinent insurance limitations. Functions as a resource for patients around managed care plans, insurance, and referral issues. Verifies eligibility and provides guidance around insurance issues.
* Reviews patient demographic information, insurance information and referral numbers. Transfers patients to the Registration and Referral Center to have information updated if there are discrepancies.
* Refers patients to Patient Financial Services and other hospital departments, as appropriate, for financial counseling.
* Follows-up with patients once a determination has been made about whether the patient is appropriate to be seen in the clinic.
* Schedules patients and provides information for their appointment.
* Communicates to Psychiatry Access Line Staff to schedule patients first appointments.
* Utilizes electronic health information system, Epic, including its Cadence module for reference (e.g., when checking patients primary care physician).
* Calls patients who need to be rescheduled as a result of changes in schedules.
* Communicates regularly with professional staff and the patient to ensure follow-up care, resource utilization, scheduling, intake, and all other concerns.
* Independently assesses patient problems or concerns and seeks out leadership and provider assistance when an immediate risk exists.
* Under the direction of a clinician, actively involved in implementing behavior management protocol for disruptive patients over the phone or in person. Practices de-escalation skills and reframes situations in a caring, calm and professional manner.
* Manages difficult phone conversations, such as complaints in service or treatment, discharge from a clinician or practice, situations that result in a disruption in treatment, or insurance coverage issues.
* Assists clinicians and managers in emergent situations by calling security, getting the necessary paperwork, and filing safety reports. Acts as go to for Police and Security concerns and assisting clinicians with distressed or disruptive patients.
* Works to ensure HIPAA confidentiality and privacy policies are fully implemented.
* Ensures all policies and procedures are followed for patient enrollment.
* Organizes weekly clinical staff meetings. Responsible for presenting all new patient intakes in the clinical meeting.
* Reviews patient intakes with professional staff and clinical research coordinators.
* Sends monthly spreadsheet indicating staff new evaluations, making certain they meet clinical expectations.
* Facilitates recruitment for research studies by identifying patients eligible for current studies and providing transfer of clinical intakes to research phone screens.
* Responsible for managing a questionnaire that captures information on all clinic patients.
* Manages a database of individuals volunteering for research participation.
* Assists in data entry on research projects.
* Attends weekly research meetings and provides updates on the clinical calls and intakes from the previous week(s).
* Actively participates in departmental support staff meeting and other meetings as requested.
* Maintains organized filing system for patient records. Keeps records in compliance with patient confidentiality policies.
* Acts as the liaison between Environmental Services and Building and Grounds for the care of the environment and office management.
* Keeps current with hospital and clinic emergency procedures including codes red, blue, silver and pink, disaster and security protocols. Participates in annual required trainings.
* Identifies issues which create inefficiencies within the clinic, communicates these issues to clinic leadership, and actively assists in the improvement of these issues.
* Provides limited administrative support for ten psychologists, 4 psychiatrists, and 1 clinical fellow.
* Assists professional staff with faxing, scanning, mailing and day-to-day support as needed.
* Performs all other duties that are clinic specific and are appropriate to this level of position.
* Demonstrated ability to work independently, with limited supervision, resolves issues, and achieves outcomes within the team.
* Strong organizational skills, attentive to detail
* A high degree of initiative and independent judgment. Ability to conceptualize situations, actively resolves problems and complex issues on behalf of providers and patients, and appropriately seeks guidance and direction when needed.
* Excellent time management skills and ability to prioritize tasks. Capable of establishing priorities. Must be able to effectively handle a variety of tasks.
* Excellent written and verbal communication skills.
* Excellent customer service skills, demonstrated ability to work effectively and courteously with various groups of individuals, including patients (with a broad range of psychological conditions, and those who identify with a minority group), staff and providers.
* Ability to perform under stressful situations in order to meet the needs of patients and the demands of the job, ability to respond patiently and