Patient Services Coord. II
Massachusetts General Hospital(MGH)

GENERAL SUMMARY/ OVERVIEW STATEMENT: Summarize the nature and level of work performed.

Under the general direction of the Practice Manager, the Patient Services Coordinator (PSC) II provides administrative support to healthcare providers in a high-volume ambulatory setting, functioning as the primary interface between the patient and the providers. The PSC II is expected to effectively organize priorities, complete tasks on time and to manage confidential patient information. The PSC II is responsible for scheduling patient appointments, diagnostic testing, coordinating referrals and managed care related issues. Candidate must be able to handle a very busy high volume of calls in each division being covered, and able to shift gears to the guidelines for each specific division they are placed in. The PSC II is expected to take personal and complete responsibility for every customer interaction by creating a welcoming environment and providing outstanding service.

This PSC will float between multiple practices within one area at the direction of the Practice Manager, assisting with coverage and completing special assignments as needed. This role will be a hybrid role after 90 days or demonstrating skill required to be able to work remote.

PRINCIPAL DUTIES AND RESPONSIBILITIES: Indicate key areas of responsibility, major job duties, special projects and key objectives for this position. These items should be evaluated throughout the year and included in the written annual evaluation.

Required Competencies:

Service Excellence

Demonstrates a commitment to the MGH Mission, Statement of Behaviors, and department service vision.

Enthusiastically connects with a diverse population of patients, caregivers and colleagues.

Prioritizes work in alignment with the needs of the patients, family members, caregivers and colleagues.

Ability to maintain a high level of professionalism in handling all situations diplomatically and courteously.

Consistently maintains a comfortable, clean and safe setting.

Adheres to department dress policy.

Attention to Detail

Adheres to assigned schedules to ensure appropriate staffing coverage.

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

Receives and responds to internal and external telephone calls from patients, caregivers, coworkers and other departments.

Schedules new, follow-up, same day, annual and diagnostic patient appointments.

Responsible for collecting patient co-payments in accordance with the Co-payment Collection Policy.

Communication

Demonstrates strong verbal and written skills.

Provides accurate information and clear explanations regarding appointment requirements, instructions and policies and procedures.

Adapts communication style to varying customer needs.

Employs active listening skills.

Collaboration & Teamwork

Exhibits diplomacy and communicates with others in a manner that demonstrates respect, professionalism and a commitment to the team.

Offers and seeks assistance to and from coworkers that support the team and ensures that patient needs are not compromised.

Provides cross coverage during unexpected and scheduled absences.

Participates in department initiatives and contributes to the team's success.

Acts as a liaison between key departments, providers and coworkers.

Assists in mentoring new staff as directed.

Flexibility & Resilience

Demonstrates flexibility and adapts to shifting priorities in response to the needs of patients, caregivers and colleagues.

Responds to change with a positive attitude and remains open-minded.

Demonstrates ability to rebound quickly when confronted with challenging situations.

Demonstrates a willingness to learn.

Pro-active Problem Solving and Follow-Through

Demonstrates ability to make sound decisions and take appropriate action.

Utilizes available resources and recognizes when a situation warrants assistance.

Identifies trends and opportunities for improvement.

General Responsibilities:

Answers and triages incoming telephone calls, takes messages and assists patients and families with problem resolution both in-person and over the telephone.

Has the primary responsibility for scheduling and rescheduling patient appointments and utilizes wait list to fill cancelled appointments.

Works closely with the International office to schedule visits.

Reviews the daily patient schedule and ensures that all appropriate preparations are in place to facilitate efficient patient flow for the day.

Prints office visit encounters and prepares labels.

Prepare medical record charts for new patients.

Pulls medical records for patients prior to visit.

Obtains pertinent new patient information.

Schedules ancillary appointments.

Responsible for assisting and obtaining appropriate referral information from referral source.

Pre-screens incoming referrals according to selection criteria.

Collects and processes co-payments as applicable.

Checks out patients as applicable.

Coordinates prior authorizations for prescriptions.

Coordinates medical documentation, scanning and indexing in EPIC.

Coordinates interpreter services and patient rides as necessary.

Responsible for sorting mail, incoming faxes and directs correspondence to appropriate recipient.

Coordinates physician administrative and clinical schedules.

Provides cross coverage as necessary

Files correspondence.

Maintains patient confidentiality in compliance with HIPPA guidelines.

Qualifications

• Minimum required education is high school diploma and/or GED equivalent. Some college preferred.
• A minimum of 1-2 years in a clinical setting.
• Some knowledge of third party billing.
• Demonstrates basic knowledge of medical terminology.
• Ability to maintain confidential medical information.

WORKING CONDITIONS: Describe the conditions in which the work is performed.

Ambulatory Care Setting

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.

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