Rehabilitation Services-Patient Coordinator II

Site: Brigham and Women's Faulkner Hospital, Inc.

Mass General Brigham relies on a wide range of professionals, including doctors, nurses, business people, tech experts, researchers, and systems analysts to advance our mission. As a not-for-profit, we support patient care, research, teaching, and community service, striving to provide exceptional care. We believe that high-performing teams drive groundbreaking medical discoveries and invite all applicants to join us and experience what it means to be part of Mass General Brigham.

Monday - Thursday 10am - 630pm. Friday 830am-5pm.

Job Summary

In a clinical setting, performs a variety of patient service and administrative duties and office work. Typically requires experience. Must be patient focused. Schedules patient appointments, obtains referrals, collects copayments and registers patients. Assists in training other staff members in front desk responsibilities. Additionally has responsibility for billing, patient flow, medical record preparation, office supplies, coordination of patient care amongst speech, occupational and physical therapy, as well as therapist schedules.

Scheduling:

• Performs patient service and administrative responsibilities.
• Initiates the patient’s introduction to the department greeting patients, answering the phone and providing information to our patients.
• Schedules initial appointments and follow up appointments in scheduling system.
• Endeavors to shorten the waiting time for appointments and maintain productive schedules for treating therapists. Endeavors to control no show and cancellation rate.
• Answers telephone and follows up taking appropriate messages. Returns patient calls in timely manner. Uses voicemail minimally, endeavoring to provide the personal touch in the patient experience.
• Completes template adjustments and time off requests, holiday blocks in Chart Links Schedule System.
• Monitors schedule and provides problem solving assistance to receptionist to facilitate balanced and full clinician schedules.

Registering:

• Registers patients into computer system, taking accurate information. When unable to easily find correct information, asks for help, or provides correction at a later appropriate time.
• Strives to register patients over the phone prior to arrival in the department.
• Facilitates insurance information into the department and to the billing department.
• Strives to stay current with health insurance, and benefits.
• Works to minimize denials in conjunction with Department Reimbursement and Eligibility Specialist.
• Assures timely registration of patients from physician office suites particularly Hand and Splint Patients.

Billing:

• Collects copayments from patients in a service orientated manner with accuracy.
• Completes computerized accounting of collections each shift, and processes to Accounts receivable. Reconciles drawers each day.
• Oversees charge input daily. Monitors staff charge sheets for accuracy and completeness. Reviews printout of generated charges for accuracy.
• Corrects outpatient registration monthly from reoccurring patients for finance department in conjunction with Reimbursement and Eligibility Specialist.
• Inputs and corrects ICD numbers as able.

Supporting Daily Department Flow and Practice Operations:

• Resolves patient issues and works to bring a positive outcome to difficult patient encounters. Provides problem solving assistance to receptionist as well.
• Work as a member of the Rehabilitation Department Team as well as the greater hospital interdisciplinary team. Strives to work harmoniously with others and develop positive and effective working relationships, and demonstrate a team attitude toward rehabilitation.
• Uses tact and diplomacy when dealing with difficult issues.
• Effectively interacts with all levels of management and team.
• Establish and maintain a responsible work plan.
• Orders office supplies on a timely basis with awareness to the budget.
• Takes initiative to problem-solve departmental issues including maintenance, telecom, and IT.
• Records consults for inpatient Speech, PT, and OT. Facilitates staff picking up the consults.
• Assists with training/orientating new staff to front desk for coverage and to assist with their job.
• Participates in department or hospital wide committees.
• Plans and implement staffing for front desk. Including coverage for planned and unplanned absences, covering peak volume periods, and scheduled staff breaks.
• Demonstrates the ability to identify patient and departmental priorities and respond appropriately.
• Meets regularly with clinical supervisor/outpatient manager to identify abilities and promote patient care, communication and assist in professional development.
• Communicates to supervisor any problems, concerns, issues, suggestions, recommendations and works to resolve in a timely manner. Assists to develop programs within the department.
• Demonstrates flexibility in scheduling to accommodate needs of patients and department.
• Attends Administrative Support Meeting to facilitate patient care and staff support. Facilitates problem solving and implementation of regulatory changes.

Education:

• High School Diploma or Equivalent required
• Associate's Degree or Bachelor's Degree preferred in secretarial sciences.

Experience:

• 3-5 years Medical Environment or clinical practice Acute Hospital experience preferred

Knowledge, Skills and Abilities:

• Staff adheres to all I C.A.R.E. Standards.
• Ability to communicate with patients, families, the interdisciplinary team, and colleagues to achieve clinical goals.
• Outstanding interpersonal skills: communicating in a positive, professional manner.
• Ability to carry out responsibilities of the position with patients with use of interpreter, cultural differences, department age ranges and special needs the patient may have
• Computer skills.
• Understanding of HMO, Managed Care and various coverage options.
• Ability to work independently exercising excellent judgement.
• Ability to prioritize challenging workload with strong problem solving skills.

Physical Requirements

• Standing Occasionally (3-33%)

• Walking Occasionally (3-33%)

• Sitting Constantly (67-100%)

• Lifting Occasionally (3-33%) 20lbs - 35lbs

• Carrying Occasionally (3-33%) 20lbs - 35lbs

• Pushing Rarely (Less than 2%)

• Pulling Rarely (Less than 2%)

• Climbing Rarely (Less than 2%)

• Balancing Occasionally (3-33%)

• Stooping Occasionally (3-33%)

• Kneeling Rarely (Less than 2%)

• Crouching Rarely (Less than 2%)

• Crawling Rarely (Less than 2%)

• Reaching Occasionally (3-33%)

• Gross Manipulation (Handling) Constantly (67-100%)

• Fine Manipulation (Fingering) Frequently (34-66%)

• Feeling Constantly (67-100%)

• Foot Use Rarely (Less than 2%)

• Vision - Far Constantly (67-100%)

• Vision - Near Constantly (67-100%)

• Talking Constantly (67-100%)

Hearing Constantly (67-100%)

Onsite

1153 Centre Street

40

Regular

Day (United States of America)

Pay Range

$18.56 - $27.58/Hourly

Grade

SF1130

At Mass General Brigham, we believe in recognizing and rewarding the unique value each team member brings to our organization. Our approach to determining base pay is comprehensive, and any offer extended will take into account your skills, relevant experience if applicable, education, certifications and other essential factors. The base pay information provided offers an estimate based on the minimum job qualifications; however, it does not encompass all elements contributing to your total compensation package. In addition to competitive base pay, we offer comprehensive benefits, career advancement opportunities, differentials, premiums and bonuses as applicable and recognition programs designed to celebrate your contributions and support your professional growth. We invite you to apply, and our Talent Acquisition team will provide an overview of your potential compensation and benefits package.

2810 Brigham and Women's Faulkner Hospital, Inc. is an Equal Opportunity Employer. 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. To ensure reasonable accommodation for individuals protected by Section 503 of the Rehabilitation Act of 1973, the Vietnam Veteran’s Readjustment Act of 1974, and Title I of the Americans with Disabilities Act of 1990, applicants who require accommodation in the job application process may contact Human Resources at (857)-282-7642.

Mass General Brigham Competency Framework