Patient Services Coord. II
Massachusetts General Hospital(MGH)

GENERAL SUMMARY/ OVERVIEW STATEMENT:

The New Patient Coordinator, under general supervision of the Administrative Manager, provides clinical administrative support to the Cardiovascular Medicine (CVM), the non-invasive cardiology academic group practices. The New Patient Coordinator functions as the primary interface between the patient and the outpatient CVM practices. Emphasis is placed on the ability to organize priorities, complete tasks, manage confidential patient information, and enhance the quality of service to patients, their care teams, and referring providers. He/she is expected to maintain working knowledge of all aspects of the CVM clinical programs. This position requires courteous customer service techniques when communicating with patients, providers, and other members of the health care team.

PRINCIPAL DUTIES AND RESPONSIBILITIES:

• Performs all duties that are the responsibility of a Patient Service Coordinator I
• Triages and manages complex telephone calls, utilizing courteous customer service skills.
• Manages Epic Referral Work Queue, obtains outside medical records, schedules patient appointments and coordinates the scheduling of diagnostic testing.
• Maintains databases and spreadsheets for specialty programs within CVM: Adult Congenital Heart Disease, Heart Valve, Women's Heart Health & SCAD
• Links referrals in Epic work queue to scheduled office appointments.
• Works with the CVM Doctor of the Day for scheduling urgent new patient requests.
• Works closely with the CVM Nurse Practitioners with triaging Urgent Care patient appointments.
• Assists with requests for Post Discharge follow up appointments.
• Provides support and information to patients and providers to problem solve and manage complex administrative issues.
• Ensures the completeness of all required benefits eligibility, waivers, etc.
• Understands 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.
• Maintains confidentiality and privacy, which is consistent with HIPAA/PHI guidelines.
• Assists with training and orientation of new staff, where applicable.
• Works on special projects as directed.
• Performs all other tasks which would facilitate the flow of patients through the CVM practices, or which enhance the quality of service to patients.
• Other duties as assigned.

Qualifications
QUALIFICATIONS:

• High School Diploma or GED required; Bachelor's degree preferred
• 3 years secretarial experience or equivalent in a medical or health care related setting preferred

SKILLS/ ABILITIES/ COMPETENCIES REQUIRED:

• Good command of the English language, including medical terminology
• Excellent interpersonal and verbal/written communication skills
• Exceptional organizational skills, flexibility to manage multiple tasks and accurate attention to detail
• Ability to work independently and within a team environment
• Ability to solve problems and resolve complex issues on behalf of providers and patients
• Ability to function as a role model and provide administrative guidance to others
• Knowledge of computer applications necessary to function in administrative role

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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