Patient Services Coord. II - Allergy 8/19/2020
Massachusetts General Hospital(MGH)
JOB DESCRIPTIONAPPLY The Patient Services Coordinator II (PSC II), under general supervision of the Administrative Manager of the Allergy Unit, provides administrative and customer service support in a high-volume outpatient hospital clinic. Providing administrative support for office and clinic operations and providing administrative support for physicians and nursing staff, the PSC II will be cross-trained to perform all PSC related responsibilities in the clinic.
Performs all functions of PSC I.
Cross-trained in all clinic coordinator duties associated with the front desk, including but not limited to the following tasks: checks patients in for appointments, collects co-pays, handles insurance referrals, schedules future appointments, prepares daily schedules and patient paperwork, prepares exam rooms for upcoming clinic sessions, coordinates referrals to other departments and facilities, schedules imaging exams and handles any necessary insurance pre-certification, maintains the cleanliness of the waiting room and patient areas, handles patient needs as they arise in the daily clinic flow.
Cross-trained in all clinic coordinator duties associated with the back office, including but not limited to the following tasks: scans patient records, provides phone line and voicemail coverage, appropriately triages patient care and prescription refill requests, explains new patient procedures, schedules for provider appointments and infusion appointments, processes necessary billing edits, processes prior authorizations for prescription and infusion medications, keeps track of supplies and maintains cleanliness in the back office and supply closets, coordinates research studies as needed.
Utilizes MGH-provided software and web-based applications to coordinate appointments, messages and requests for patients.
Triages and manages complex telephone calls and in-office patient interactions effectively and courteously.
Manages incoming and outgoing mail and faxes, and sorts appropriately.
Directs and assists patients in need of various resources to the appropriate MGH Departments.
As an important team member, works effectively with other Practice staff to manage workflow.
Provides cross-coverage for other Practice staff members as needed (e.g. staff absences, vacations,
and during variations of workflow, etc.).
Provides information and supports problem-solving, troubleshooting, and managing complex patient situations.
Displays professional & compassionate customer service.
Learns and identifies complexities of various insurance plans and payers, including HMO plans, Managed Care, and other Third Party Insurers, as it relates to Allergy patients and payment issues (self-pays, co-pays, referrals, prior approvals, etc). Helps educate Allergy patients how to navigate coverage issues by referring to appropriate resources.
Consistently maintains confidentiality and privacy and all HIPPA guidelines.
Identifies and communicates to Practice Leadership issues of process creating inefficiencies within the operation and assists in their resolution.
Assists with special projects and responsibilities as needed and or assigned by Practice Leadership.
Higher education/training in any one of the following categories preferred: Associates Degree in Secretarial Science/Business, Secretarial Training Certificate Program, or Bachelors Degree.
Minimum of 2-3 years work experience in customer service or administrative office preferred.
Demonstrated technical ability to learn various new software and web-based applications, and how to effectively interface between programs
Demonstrated ability to work independently and with a team
Strong attention to detail and organizational skills, and effective time management skills
High-level communicator with all levels of staff, physicians, nurses, and management, both in verbal and written communication
Demonstrates exceptional customer service skills or willingness to learn
Demonstrates knowledge of HIPAA Confidentiality and Privacy policies
Demonstrates an understanding of Disaster protocols to include: fire, safety, code calls, per the mandatory training, as outlined by MGH and JCAHO guidelines
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.