The Patient Services Coordinator II, under general supervision of the Clinic Practice Manager, provides administrative support to health care providers in a high-volume ambulatory practice setting, functioning as the primary interface between the patient and the provider. The PSCII works to ensure a quality-based, customer-oriented flow of work. The position requires discretion and judgement to organize priorities, complete tasks, manage confidential patient information, schedule patient appointments, diagnostic testing, obtaining referrals and pre-certifications as needed. Additional responsibilities include addressing other managed care related issues and assisting patients with the financial aspects of their visit. The PSCII position will serve as an overall resource person for department support staff.

• Perform all check-in and check-out functions, as outlined by the MGH/MGPO Front Desk Standards of Operations Answer patient/family questions
• Manage phone lines in a professional and courteous manner
• Schedule patient office appointments; will include scheduling for more than one department; coordinate appointments with other consulting physicians or primary care physicians as appropriate
• Send out confirmation/reminder letters and pre-operative instructions in advance of appointments and surgical procedures
• Utilize Epic and other electronic systems that support patient flow and care
• Understand financial services and self-pay resources and provide patients with information as needed.
• Triage and manage more complex telephone calls, utilizing courteous customer service skills
• Maintain confidentiality and privacy, which is consistent with HIPAA guidelines.
• Completely performs and is a resource to other team members in all revenue enhancement activities, including but not limited to registration verification, co-payment collection, cash management, encounter form reconcilement, etc.
• Coordinate the scheduling of diagnostic testing.
• Coordinate and track referral appointments and visits to ensure patient coordination and follow-up
• Provide cross coverage for other Practice staff members for absences, vacations, etc. and during variations in workflow, as needed
• Assist with training and orientation of new staff, where applicable
• Perform all other related tasks which would facilitate the flow of patients through the practice, or which would enhance the quality of service to patients.
• Coordinate with Nurse or Medical Assistant as appropriate to ensure smooth patient flow during office hours
• Photocopies and files patient-related paperwork within clinically-defined medical records in an accurate and timely manner.
• Works on other projects and tasks as assigned

QUALIFICATIONS:

• Knowledge of computer skills necessary to use programs required for day-to-day clinic operations (Word, Excel, Outlook, internet, MGH electronic health systems, etc)
• Good verbal and written communication, including the use of 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
• Excellent customer service 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

EDUCATION/EXPERIENCE:

• High School diploma required; Associate's degree preferred.
• Equivalent and additional secretarial/administrative experience may be considered in place of education.
• Experience in a healthcare setting is helpful.

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.