Patient Services Coord. II

The Patient Services Coordinator II, under general supervision from the Administrative Manager, provides administrative support to the Pediatric Surgery clinical team in a high-volume outpatient and surgical setting, functioning as the primary interface between the patient and the providers. The PSC II follows established department and hospital policies and procedures, works cohesively as a member of the Pediatric Surgery team, seeks timely solutions to enhance the patient experience and takes a proactive role to ensure consistently efficient operations. The emphasis is placed on the ability to organize priorities, complete tasks, manage confidential patient information, schedule patient appointments and book surgical cases, diagnostic testing, referrals and other managed care related issues. Serves as an overall resource person for support staff.

Gains advanced knowledge to understand and effectively utilize all computer systems, primarily the EMR, to accurately facilitate and document patient information, and schedule complex patient studies, coordinating with other patient appointments as needed. Regularly seeks to expand knowledge to remain up to date.

Performs all duties that are the responsibility of a Patient Service Coordinator I

Front Desk Responsibilities

Greets all patients and visitors to the clinic in a professional, consistent, timely and respectful manner.

Performs all check-in and -out functions, as outlined by the MGH/MGPO Front Desk Standards of Operations.

Provides information to patients about hospital and practice procedures.

Uses practice information systems to check in each patient and verify demographic and insurance information.

Provides each patient with required paperwork and obtains signatures on billing and various forms.

Determines and enters status of all patients in appointment scheduling systems (arrive, no show or cancel).

Upon check-out, reviews follow up information entered by clinician in EPIC DAR and schedules appointment if needed.

General Administrative Tasks

Triages and manages telephone calls utilizing courteous customer service skills.

Maintains confidentiality and privacy, which is consistent with HIPAA guidelines.

Reviews Calls patients who need to be rescheduled because of changes in clinician schedules.

Provides information to patients, visitors, and hospital personnel, observing hospital and department procedures.

Provides support and information to providers to problem solve and manage complex administrative patient issues.

Scans images and outside medical records into patient chart.

Maximize efficiency and capacity of schedule.

Understands all HMO, Managed Care and other Third-Party Insurers. Functions as a resource for patients around managed care plans, insurance, and referral issues, with an ability to perform electronic insurance verification.

Understands financial services and self-pay resources and provides patients with information as needed.

Schedules patient appointments and creates referral "Shells"/Template for specialty visits and diagnostic testing, as required. Coordinates the scheduling of diagnostic testing. Coordinates the scheduling or procedures in clinic and operating room.

Completely performs and is a resource to other team members in all revenue enhancement activities, including but not limited to registration verification, co-payment collection, cash management, encounter form reconcilement, etc.

Provides cross coverage for other Practice staff members for absences, vacations, etc. and during variations in workflow, as needed.

Assists with training and orientation of new staff, where applicable.

Performs all other related duties that are practice specific which facilitate the flow of patients through the practice, or which enhance the quality of service to patients.

Works on special projects as directed.

Associate degree in Secretarial Science/Business, or a Secretarial Training Certificate Program desirable.

Minimum of 3 years secretarial experience or equivalent in a medical or health care related setting

High degree of computer literacy

Good command of the English language, including medical terminology

Exceptional organizational skills, flexibility to manage and prioritize multiple tasks.

Impeccable attention to details.

Ability to work independently with minimal supervision and as part of a collaborative health care team

Excellent and effective interpersonal and communication skills

Demonstrated ability to work effectively and courteously with various groups of patients, staff and providers.

Demonstrated ability to problem solve and function as a resource to other members of the team and resolve complex issues on behalf of the providers and the patients.

Demonstrated in-depth understanding of managed care and all other pertinent insurance/medical coverage.

Demonstrated knowledge of HIPAA Confidentiality and Privacy Policies

Demonstrated understanding of Disaster protocols to include fire, safety and 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.