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

The Patient Services Coordinator III, under general supervision, provides administrative support to health care providers within an ambulatory setting, and functions as a primary interface between the patient and the provider. Assists Senior Administrative Manager with the effective management of the practice's daily operations and revenue enhancement. This role is specifically designed to support our Endocrine Division-Thyroid Associates. It is a dedicated position that includes scheduling, rescheduling, interacting with patients, and ultimately functions as part of a larger team.

Principal Duties and Responsibilities:

• Provides administrative support to health care providers within the practice. Coordinates all patient appointments for the providers and ensures that proper referrals are in place prior to the appointment.
• Schedules, re-schedules and cancels patient appointments. Reviews key registration elements with patients during time of scheduling. Verifies information on the phone with patients, and when they check-in. Ensures that patients with changes in existing information, or new patients, are transferred to the RRC. Provides pertinent information and instructions to patients regarding the Practice and the Hospital.
• Possess a thorough knowledge of all HMO, managed care, other third-party insurers and works with the appropriate Billing office on any insurance-related questions or issues.
• Pulls patient charts as needed prior to scheduled appointments, preparing them with the appropriate encounter form. Ensures that the providers have the necessary supplies for the type of appointment and that the supplies are properly labeled with the patient information.
• Performs all patient check-in and check-out functions including co-pay collection, obtaining waiver forms for a missing referral, scheduling follow-up appointments, etc. Assists patients with questions and coordinates any necessary resources including transport, interpreters, and other services as requested by patients. Provides efficient and superior customer service.
• Performs daily management of encounter form processing and reconciliation, reviewing all encounter forms before they leave the practice. Ensures all sections are properly filled out and obtains missing information as needed.
• Copies and faxes all materials in accordance with practice requirements.
• Provides cross coverage for other staff members for absences and vacations as needed.
• Trains new staff and serves as a resource within the practice for all staff.
• Maintains confidentiality and privacy consistent with HIPAA guidelines.
• All other duties assigned by Administrative Manager as required to promote a smooth patient flow, and an efficient work environment.

Qualifications

• Associate degree in Secretarial Science/Business, or a Secretarial Training Certificate Program desirable.
• Prior customer service work experience required, medical or health care experience desirable.
• Experience with Epic Hyperspace required. 2 Years minimum required in a medical practice setting
• Knowledge of basic computer skills necessary to use scheduling, registration, referral management and medical record modules
• Knowledge of medical terminology
• Ability to prioritize work so that patient needs come above everything else.
• Demonstrated ability to be attentive to detail and organized in the performance of their work.
• Understanding of Managed Care Plans, HMOs and other healthcare plans to verify insurance information. Knowledge of insurance plans not accepted by MGH.
• Effectively manages and processes encounter form reconciliation in a timely manner.
• Knowledge of HIPAA Confidentiality and Privacy Policies
• Effective interpersonal and communication skills, with demonstrated telephone etiquette and telephony skills
• Ability to demonstrate excellent customer service skills, enabling effective and courteous work with various groups of patients, staff and providers
• Demonstrated understanding of Disaster protocols to include fire, safety and code calls, per the mandatory training, as outlined by MGH and JCAHO regulations.

Additional Skills:

• Manage one or more physician's practice.
• Triage physician's messages and send clinical messages in Epic or by email depending on the physician's preference.
• Navigate easily in medical record system regarding medical records, lab results, messages, pt info/privacy.
• Scan outside Radiology Discs into patient charts - Imaging.
• Able to scan documents into patient's chart per physician.
• Scan outside documents and be able to put into a word document to be able to email to patient or physician.
• Order on Ebuy.
• Order through other means to get envelopes/appt cards for two physicians.
• Process prior authorization for radiology testing and or prescriptions.
• Scheduling for fellows and other physicians.

EEO Statement
Massachusetts General Hospital is an Affirmative Action Employer. By embracing diverse skills, perspectives and ideas, we choose to lead. All qualified applicants will receive consideration for employment without regard to race, color, religious creed, national origin, sex, age, gender identity, disability, sexual orientation, military service, genetic information, and/or other status protected under law. We will ensure that all individuals with a disability are provided a reasonable accommodation to participate in the job application or interview process, to perform essential job functions, and to receive other benefits and privileges of employment.

---