Patient Services Coord. II
Massachusetts General Hospital(MGH)

The Massachusetts General Hospital Medical Dermatology department is looking for a Patient Services Coordinator II to work 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.

The emphasis is placed on the ability to organize priorities, complete tasks, manage confidential patient information, and schedule patient appointments in addition to referrals and other managed care related issues.

Performs all duties that are the responsibility of a Patient Service Coordinator I

Scheduling

• Performs all check-in and -out functions, as outlined by the MGH/MGPO Front Desk Standards of Operations.
• Provides support and information to providers to problem solve and manage complex administrative patient issues.
• Ability to schedule all types of appointments, override visit durations and visit types correctly. Once deemed all training is complete and a certain level of knowledge in booking is met.
• Cognoscente of when it is deemed appropriate to overbook appointment slots on a provider's schedule under the guidance of the PSC III.
• Sends out patient appointment reminder letters upon request and any corresponding patient history intake forms when applicable.
• Transfer calls to Patient Service Center to ensure that MGH targets are to be achieved monthly. Triages and manages more complex telephone calls, utilizing courteous customer service skills.
• Maintains confidentiality and privacy, which is consistent with HIPAA guidelines.
• Completely performs all revenue enhancement activities, including but not limited to registration verification, co-payment collection, cash management, etc.
• Schedules patient appointments and ensures that they are scheduled appropriately within the established provider's template.
• Coordinates and tracks referral for appointments.
• Work on Epic cancel follow up, no show and rescheduling work queues to ensure all unresolved appointments are completed.

Check-In Front Desk

• Performs all check in and checkout functions, answers telephone using professional and courteous customer service techniques, triage calls as needed.
• Sends out appointment related informational letters to patients in advance of their appointment.
• Session reconciliation of all scheduled appointment statuses
• Provides primary front desk check in functions as outlined by the organization's best practice protocol.
• Ensures that patients sign assignment of benefits, HIPAA privacy notice, MAHI way consent, research consent, managed care or non-contracted waivers, collect co-pays and self-pay payments, and maintains petty cash, cash drawer reconciliation in accordance with organization's policy.
• Advise patients of the departmental late appointment arrival policy. Work closely with nursing personnel to solve any potential patient problem.
• Direct patients to express phones at check in and arrive patients timely.

Other Administrative Responsibilities

• Maintains confidentiality and privacy consistent with HIPAA guidelines.
• Prepares and organizes front desk paperwork for clinic sessions.
• Prepare patient sessions in accordance with department policies.
• Review schedules in advance for any special instructions for patient.
• Notify patients if their insurance referral is not in place or if their PCP has denied the referral. Ensure no referral/authorization waiver forms are signed by patient when appropriate.
• Maintains office equipment.
• Daily managing of Televox reportable appointment status and ensuring that all information is updated accordingly in Epic scheduling system.
• Provides cross coverage for other staff members for absences, vacations, etc. and during variations in workflow, as needed. Will refer to the staff assignment list as to whom is their back up.
• 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.
• Adhering to the chain of command (i.e. a level two should bring scheduling concerns to a level three then the practice manager), all other concerns should be brought directly to the manager.

Compliance and Education

• 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 perform electronic insurance verification.
• Understands financial services and self-pay resources and provides patients with information as needed.
• Keeps current with changes in insurance plans.
• Understands Partners/MGH/MGPO self-pay policies.

Other responsibilities as assigned.

Qualifications
QUALIFICATIONS:

• Flexibility
• Ability to multi-task and willingness to adjust to changing front desk assignments and responsibilities
• Demonstrated ability to work independently, resolve issues, to be organized and attentive to detail.
• Impeccable interpersonal and customer service skills: excellent written and oral communication.
• Timeliness
• Superior organization and customer service skills
• Strong telephone skills
• Great attention to detail
• Ability to multitask in a high-volume outpatient practice.
• Excellent judgment.
• Ability/willingness to learn new system processes.
• Excellent command of the English language
• Effectively interact with all levels of management and all providers
• Strong computer skills necessary to use computerized scheduling and billing systems and projects.
• High School diploma required; Associate degree preferred.
• Minimum 1 year of directly related experience required such as employment in a health care setting preferably a physician's office.

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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