Patient Services Coord. II
Massachusetts General Hospital(MGH)

Back Bay Primary Care - 388 Commonwealth Ave, Boston MA 02215

GENERAL SUMMARY/ OVERVIEW STATEMENT:

The Patient Services Coordinator II, under supervision of the Practice Manager provides primary interface between the patient and providers for MGH Back Bay Primary Care

PRINCIPAL DUTIES AND RESPONSIBILITIES:

• Provides administrative support to health care providers in a high-volume ambulatory setting, functioning as the primary interface between the patient and the providers. The emphasis is placed on the ability to organize priorities, complete tasks, manage confidential patient information, schedule patient appointments, diagnostic testing, referrals and other managed care related issues. Serves as an overall resource person for support staff.
• Greets patients in a professional, business-like manner and attire. Maintains confidentiality and privacy, which is consistent with HIPAA guidelines.
• Obtains all patient information required by the providers prior to appointment. Ensures that the medical records are available to all health care providers and all demographic information including insurance coverage is verified.
• Huddles with care team before each session and communicates valuable information to other members of the care team who are not present at huddle.
• Assist and direct patients to register and/or update demographic, PCP, insurance and other key information elements for all patients seen within the practice. Ensures that existing changes in registration information and new patients are transferred to the RRC to enable full registration to occur.
• Performs all check-in and -out functions, as outlined by the MGH/MGPO Front Desk Standards of Operations in a courteous manner. Co-pay collection and reconciliation of cash management via US Bank
• Answers telephone, triages calls, takes accurate and detailed messages using professional and courteous customer service skills.
• Provides support and information to providers to problem solve and manage complex administrative patient issues. Can communicate in writing and verbally with their Team Care group via PG InBaskets and Outlook E-mail.
• 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 enter referral request shells in current system EPIC.
• Understands financial services and self-pay resources and provides patients with information as needed.
• Schedule, re-schedule and cancel patient office appointments both internal and external to the practice. Review key registration elements of demographic information to verify accuracy with patients during time of scheduling. Ensures proper screening for in-person visits. And review of demographic information to verify correct. Creates referral shells for specialty visits and mental health visits, decrements visits and tracks referrals as needed. Coordinates the scheduling of diagnostic testing.
• Utilizes Patient Gateway to schedule, re-schedule and cancel patient office appointments. Uses Patient Gateway to triage messages and compose accurate and detailed messages using professional and courteous customer service techniques.
• Send out confirmation/reminder letters in advance of appointments and make reminder calls to patients 48 hours ahead of their scheduled appointments. Works on Reports and Work Queues to connect with patients to schedule preventative visits.
• Provides basic information and instructions to patients regarding the practice and the Hospital. Arranges for transport, interpreter, and other services as required by patients.
• Receives sorts and delivers mail to the appropriate staff.
• Copies and faxes all materials in accordance with the practice requirements. Send incoming medical records and documents to scan to HIM (Health Information Management). Compliant in certified mail.
• Takes inventory of supplies needed. Receives, reconciles and places supplies away appropriately. Maintains stocking of administrative supplies.
• 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 tasks which would facilitate the flow of patients through the practice, or which would enhance the quality of service to patients.
• Attends staff meetings as scheduled and staff training sessions when needed.
• Participate in one Process Improvement activity per year.
• Works on special projects as directed.

Qualifications
QUALIFICATIONS

• High School diploma or GED equivalency required.
• Associate's 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

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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