PATIENT SERV. COORD. III - Float/rotating coverage

The Patient Services Coordinator III responds to the coverage needs of Psychiatry's outpatient MGPO practices under direction of the Administrative Manager.

This includes covering the front desks and administrative offices in any of the sites within the department. Over time, mastery of the operations at all areas is expected. In general this includes: greeting patients and registering their arrival, answering telephones, booking appointments, ensuring the timely completion of billing forms, data entry, structural chart review, operational support and facilitating the authorization of visits by managed care companies.

The position requires the ability to work with different databases/computer systems that may be site specific. Must have flexibility and the ability to work independently as well as in a team environment.

This position requires working closely with the Administrative Manager on long-term and short-term projects which can include: investigating billing issues, gathering information/statistics, photo-copying, archival or medical records, etc. Also provides general staffing support to all administrative areas of the department of Psychiatry including senior administration.

The responsibilities of the Float will include duties and responsibilities of: Office Assistant, Staff Assistant I II III, PSC 1, 2 & 3 as well as Reception and Patient Check-In. The Float greets all patients and visitors to the clinic in a professional, consistent, timely and respectful manner. Provides information to patients about hospital and practice procedures. Uses practice information systems to check in each patient and verify address and insurance information; provides each patient with required paperwork and obtains signatures on billing and waiver forms. Collects co-payments. Determines and enters status of all patients in appointment scheduling systems (arrive, no show or cancel). Performs all check-in, check-out functions as outlined by MGH/MGPO front desk EPIC standards. Calls patients who need to be rescheduled as a result of changes in clinician schedules. Schedules follow-up appointments for established patients; enters unscheduled visits in appointment scheduling system. Uses EPIC for clinical messaging and prescription refills. Provides clinicians with scheduling support and day-to-day support. Maintains confidentiality & privacy consistent with HIPAA guidelines. Maintains an organized and neat work area. Follows clinic policies for reconciling cash and charge batches. Checks insurance authorization for managed care and free care patients and maintains records of authorizations. Accurately enters authorization information into Epic and Patient Keeper. Manages treatment plans given to clinicians whose authorized visits are expired. Calls insurers to obtain authorization, if necessary. Assists in the implementation of change in the practices with management support. May coordinate space management for the department (i.e. environmental/safety concerns, moves, renovations, etc.). Monitors the patient waiting area for patient flow and maintains neatness. Maintains scanning for the clinician's records. Works collaboratively with patients, staff, clinicians and managers to determine needs and solve problems. Assists in the orientation of new staff including clinicians. Attends monthly support staff meetings from 8 to 9am every 4th Thursday of the month. Follows hospital and department standards with regards to telephone courtesy and etiquette. Various administrative and clerical duties to support above front desk functions. Effectively interacts with all levels of management. Other tasks as assigned.

• High school diploma required, Bachelor's degree preferred
• Three to five years of work experience preferably in a healthcare setting
• Flexibility and the desire to work in many areas. Position will require travel between practice sites, some of which are a 10-15 minute walk from the MGH main campus
• Ability to multi-task and willingness to adjust to changing front desk assignments and responsibilities
• Ability to work independently and problem solve
• Excellent organizational skills
• Strong computer skills
• Good grammar and spelling
• Excellent customer service and communication skills
• Ability to deal effectively and courteously with a diverse group of customers

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.