Patient Serv. Coord. III
Massachusetts General Hospital(MGH)

GENERAL SUMMARY/ OVERVIEW STATEMENT:

The Patient Services Coordinator II is an integral part of the MGH Substance Use Disorder Bridge Clinic, a transitional urgent care clinic for patients with addiction. The position requires a high degree of flexibility, independence, and willingness to participate in multiple activities in providing support to both patients and caregivers. The position requires strong communication skills and the ability to converse comfortably with patients and their caregivers, as well as clinical and administrative staff. This position will also provide cross-coverage of front desk duties for other outpatient substance use disorder clinicals operating in the same space - HOPE Clinic and West End Clinic.

PRINCIPAL DUTIES AND RESPONSIBILITIES:

Bridge Clinic

• Triages and manages telephone calls, utilizing courteous customer service skills.

• Coordinates the scheduling of patient appointments using Epic, the hospital's automated appointment and billing system.

• Performs reminder and follow-up phone calls to clinic patients who missed their appt.

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

• Ensures the physical environment is maintained. Ensures compliance with Joint Commission, OSHA, HIPAA, and Hospital guidelines.

• Investigates and works with Practice Manager to resolve patient complaints, questions and concerns

• Ensures paper documents, like Release of Information, are scanned into patient records

• Assists with administrative duties and data entry.

• Orders office supplies

• Acts as a resource for clinical staff.

• Acts as the primary PSC cross-coverage person for the HOPE Clinic and West End Clinic which operate in the same space as the Bridge Clinic.

• Performs additional duties as requested

SKILLS/ABILITIES/COMPETENCIES REQUIRED:

Provides excellent customer service to internal/external customers

Displays courteous telephone interactions

Prioritizes work assignments as necessary with little or no supervision

Effectively interacts with all levels of management

Remains calm and flexible in a fast-paced environment

Qualifications
EDUCATION:

High School diploma or equivalent required; Bachelor's degree preferred

EXPERIENCE:

2-3 years of related experience preferred

WORKING CONDITIONS:

Clinical office setting. 8:30 am to 5 pm

EEO Statement
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.