Patient Services Coord. II
Massachusetts General Hospital(MGH)

GENERAL SUMMARY/ OVERVIEW STATEMENT:

The Patient Services Coordinator II, under general supervision, provides administrative support to health care providers in a high-volume ambulatory setting, functioning as the primary interface between the patient and the providers. Effectively organize priorities, complete tasks, manage confidential patient information and schedule patient appointments and complete other managed care related issues. Serves as an overall resource person for other support staff.

PRINCIPAL DUTIES AND RESPONSIBILITIES:

Performs all duties related to the front desk, including:

Completes all check-in functions and tasks per established Standards of Operation

Directs patients to appropriate waiting areas

Prepares and processes all forms, patient identification bracelets and other matters

Reviews key registration elements with patients, referring patients to contact Registration when necessary

Schedule/cancel appointments

Updates patient demographic information appropriately

Provides support and information to problem solve and manage patient issues.

Performs all duties relating to the Call Center, to include:

Answer and triage all incoming calls

Take accurate and detailed messages

Use professional and courteous customer service techniques.

Maintains confidentiality and privacy, which is consistent with HIPAA guidelines.

Perform as a resource to other team members in all revenue enhancement activities as needed, including but not limited to registration verification, co-payment collection, schedule and cancel appointments.

Provides cross coverage for other Practice staff members for absences, vacations, etc. and during variations in workflow, as needed.

Provides basic information and instructions to patients regarding the practice. Ensures timeliness of patient flow to departmental areas.

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.

Works on special projects as directed.

Qualifications
QUALIFICATIONS:

High School diploma or GED required.

Minimum of 1 year secretarial experience in a medical or health care related setting required

SKILLS/ ABILITIES/ COMPETENCIES REQUIRED:

Knowledge of computer skills necessary to use appropriate modules of Epic, Microsoft and Mosaic.

Good command of the English language, including medical terminology.

Exceptional organizational skills, flexibility to manage multiple tasks and the accurate attentive to details.

Ability to work independently or within a team environment.

Excellent and effective interpersonal and communication skills, including professional telephone skills.

Demonstrated ability to work effectively and courteously with various groups of patients, staff and providers.

Demonstrated ability to problem solve and function as a resource to other members of the team, and resolve complex issues on behalf of the providers and the patients.

Demonstrated in-depth understanding of managed care and all other pertinent insurance/medical coverage

Demonstrated knowledge of HIPAA Confidentiality and Privacy Policies

Demonstrated understanding of Disaster protocols to include: fire, safety and code calls, per the mandatory training, as outlined by MGH and JCAHO guidelines.

CUSTOMER SERVICE RESPONSIBILITIES REQUIRED

Conveys Compassion: Demonstrates awareness and shows sensitivity to others needs.

Respectful of Others: Considers others viewpoints and treats others with honesty, fairness and integrity. Speaks highly of the capabilities of the hospital and its staff.

Attentive to Others: Actively looks for ways to help customers by identifying and proposing appropriate solutions and/or services.

Collaborates with Others: Maintains cooperative working relationships and builds team identity. Promotes a friendly, cooperative climate within the department and hospital setting.

Accountable for Actions establishes a high degree of trust and credibility with others. Evokes confidence in character, abilities and truthfulness. Demonstrates efforts to succeed and excel. Guards patient privacy.

Informative: Proactively shares information with others.

Adaptable to Others: Managers multiple demands, shifting priorities and rapid change. Adapts plans, behavior or approaches to fit major change situations.

Acts Professionally: Builds trust through reliability and authenticity. Demonstrates results oriented behavior. Develops constructive, cooperative relationships with others.

Emotionally Self Aware: Understands the implications of own emotions and managers appropriately.

Safety: Is aware of and adheres to safety measures for both patient and staff.

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.