Patient Services Coord. II

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. 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 patients, families, and clinic staff.

PRINCIPAL DUTIES AND RESPONSIBILITIES:

Performs all duties and responsibilities of a Patient Service Coordinator I.

Prepares patient information and paperwork in advance of appointments.

Distributes paperwork as needed and is responsible for getting paperwork completed by patient/family member during appointment. (HIPAA, Patient Gateway, Pre-visit forms, etc...)

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.

Understands all HMO, Managed Care, and other Third Party Insurers. Functions as a resource for patients regarding 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.

Answers and manages complex telephone calls, utilizing courteous customer service skills. Ensures that calls and/or messages are directed to and received by providers and support staff.

Maintains confidentiality and privacy consistent with HIPAA guidelines.

Completely performs, and is a resource regarding, all revenue enhancement activities including, but not limited to, registration verification, co-payment collection, cash management, etc.

Cancels and reschedules patient appointments as requested.

Schedules patient appointments and diagnostic testing, as required. Coordinates the scheduling of diagnostic testing in consultation with the provider.

Coordinates and tracks referrals and decrements visits appropriately. Assists in obtaining referrals for patient visits when requested. Notifies patient if a referral is needed.

Formats, prints, and mails provider correspondence to referring physicians within a one-week timeframe.

Maintains copies of correspondence, reports, notes, etc.., to be scanned into patient charts.

Provides cross-coverage for other PSC II for absences, vacations, etc. and during fluctuations in workflow, as needed.

Assists with training and orientation of new administrative support staff, as needed.

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.

High School diploma or equivalent.

Minimum of 2 years of related experience required, preferably in a medical or healthcare related setting.

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.