What are the responsibilities and job description for the Patient Service Coordinator position at Martha's Vineyard Hospital?

Summary Performs both administrative and clinical functions to support smooth and efficient clinical service or practice operations under general supervision. Performs basic clerical work and tasks that are repetitive and routine. Administrative duties related to patient visits including scheduling, appointment coordination, check-in, check-out, in basket and work queue management, along with other duties. Actual job duties may vary by Department. Does this position require Patient Care?No Essential Functions -Perform routine administrative and clerical duties relating to a clinical service or physician practice office. < -Verifies and updates patient demographic, financial, and referral information into the computer in strict compliance with established department procedures for the purpose of scheduling of an appointment. -Perform check-in and check-out duties, including but not limited to information verification and updates, copay collection, insurance eligibility checking. -Ask patients applicable screening questions as directed by manager, or MGB policy or protocol. -Manage incoming requests for appointments, makes appointments and maintains appointment records. -Handles, screens, and/or takes messages related to prior authorizations and referrals. -Monitors patients in waiting areas and responds to any needs for information. -Provides basic information and instructions to patients regarding the practice and Hospitals across the enterprise. -Maintains confidentiality and privacy consistent with HIPAA guidelines. -Greets and assists patients in flow processes. -Provides excellent customer service to both internal and external customers of the Mass General Brigham Hospitals and ambulatory practices; supports ongoing communication and provides service recovery when needed with patients and referring physicians. -Coordinates care with other departments as needed. -Assist with schedule template management at the direction of manager/leadership. -Works with other department staff and leaders to optimize schedules and enhance care coordination for patients.

Education
High School Diploma or Equivalent required

Can this role accept experience in lieu of a degree?
No

Licenses and Credentials

Experience
customer service work experience, specifically in a contact/call center environment 0-1 year required experience in a medical office or health care setting, with Epic experience 0-1 year preferred

Knowledge, Skills and Abilities
- Excellent customer service skills.
- Knowledge of basic computer skills, including demonstrated ability to effectively use of Microsoft Outlook, Excel and general data entry concepts and search functionality.
- Strong communication, interpersonal and team skills.
- Ability to exercise judgment in dealing with sensitive, confidential information.
- Detail-oriented with the ability to enter information accurately on paper and into electronic systems.
- Ability to handle a high volume of patients and work in a fast-paced environment.
- Requires ability to translate the request of the patient or referring office into the appropriate action - appointment scheduling or cancelling, message to the provider, update insurance or demographic information - using the tools and protocols available.
- Requires an in-depth knowledge of the referral triage processes and knowledge of insurance stipulations that may affect appointment scheduling.

Martha's Vineyard Hospital, Inc. is an Equal Opportunity 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.
Martha’s Vineyard Hospital and Windemere Nursing & Rehabilitation Center are Equal Opportunity Employers. 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.

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Patient Service Coordinator

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