PATIENT SERVICES COORD. II 8/25/2016
Massachusetts General Hospital(MGH)
JOB DESCRIPTIONAPPLY The Patient Services Coordinator II, under general supervision, provides administrative support to health care providers in a high-volume ambulatory setting, functioning as the primary interface between the patient and the providers. The emphasis is placed on the ability to organize priorities, complete tasks, manage confidential patient information, schedule patient appointments, diagnostic testing, referrals and other managed care related issues. Serves as an overall resource person for support staff.
Assists in the orientation and training of new support staff members.
Professional demeanor, registration verification, collects co-payments, answers phones, takes messages, schedules patient appointments/tests/procedures and informs patients of preps. May arrange for escorts or interpreter services.
Understands managed care plans, HMOs, and unusual coverages and provides information to patients regarding eligibility for procedures. Ensures that practice employees understand insurances. Appraises patients of insurance eligibility.
Handles fiscal procedures including, but not limited to: managed care procedures, patient billing problems, ensuring the accurateness of all ICD-9 coding, and a self-payer billing. Oversees shift-specific cash control issues such as closing out batches of negotiables and receipts, depositing cash, etc.
Acts as liaison between the practice and hospital departments. Serves as a liaison for patients regarding all hospital services including financial information.
Coordinates and tracks HMO visits and referrals.
Maintains confidentiality and privacy, which is consistent with HIPAA guidelines.
Schedules patient appointments and creates referral Shells/Template for specialty visits and diagnostic testing, as required. Coordinates the scheduling of diagnostic testing.
Provides cross coverage for other Practice staff members for absences, vacations, etc. and during variations in workflow, as needed.
Works closely with the clinical staff to determine needs and solve problems.
Troubleshoots problems with customer service issues.
Establishes office systems.
May handle inventory maintenance and the ordering of supplies.
Responsible for sending letters, faxes, photocopying and distributing of incoming/outgoing and mail.
Acts as team member to provide cross coverage for all team members.
Distributes mail, faxes and other communication tools.
May manage inventory maintenance and supply ordering.
Responsible for managing patient notification systems including but not limited to appointment reminders and Televox updates.
May be asked to participate in 360 performance evaluation of others.
Works on special projects as directed.
Performs all other duties that are practice specific and appropriate to this level position.
HIGH SCHOOL DIPLOMA OR EQUIVALENT REQUIRED.
AT LEAST 3 YEARS SECRETARIAL EXPERIENCE OR EQUIVALENT IN A MEDICAL OR HEALTH CARE RELATED SETTING REQUIRED
GOOD COMMAND OF THE ENGLISH LANGUAGE, INCLUDING MEDICAL TERMINOLOGY GOOD GRAMMAR AND SPELLING
EXCELLENT CUSTOMER SERVICE AND COMMUNICATION SKILLS
ABILITY TO DEAL EFFECTIVELY AND COURTEOUSLY WITH A DIVERSE GROUP OF INTERNAL/EXTERNAL CUSTOMERS ABILITY TO PROBLEM SOLVE AND PRIORITIZE WORK
ABILITY TO WORK INDEPENDENTLY AND WITHIN A TEAM ENVIRONMENT
DEMONSTRATED ABILITY TO WORK EFFECTIVELY AND COURTEOUSLY WITH VARIOUS GROUPS OF PATIENTS, STAFF AND PROVIDERS WHICH MEETS STANDARDS FOR PROFESSIONALISM AND CUSTOMER SERVICE.
KNOWLEDGE OF COMPUTER SKILLS NECESSARY TO USE APPROPRIATE MODULES OF IDS, ELECTRONIC MEDICAL RECORD MODULES INCLUDING CLINICAL MESSAGING.
EXCEPTIONAL ORGANIZATIONAL SKILLS, FLEXIBILITY TO MANAGE MULTIPLE TASKS AND ACCURATE ATTENTION TO DETAILS. SPECIAL PROJECTS AS DIRECTED
FLUENCY IN SPANISH LANGUAGE PREFERRED BUT NOT REQUIRED
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.