What are the responsibilities and job description for the Patient Services Coordinator II position at Massachusetts General Hospital?

The Patient Service Coordinator II (PSC II) is the patients' initial contact for calls and office visits. They are responsible for the overall functions of the front desk including scheduling of appointments and/or procedures, schedule management, check-in and check-out, and obtaining referrals and authorizations. They work collaboratively with the Medical Assistants, Nurses, Providers, and Administrative Staff. They must be capable of performing well in a fast-paced environment that demands attention to detail, excellent customer service skills, strong judgment and organizational skills. Key Responsibilities: Manages telephone lines, triages appropriately, return calls in timely fashion and takes detailed messages when necessary. Uses EPIC to arrange in-person appointments, procedures, and virtual consultations. Verifies and ensures insurance and PCP information are correct at the time of scheduling. Possesses knowledge of contracted insurances accepted and requirements for referrals and prior authorizations. Ensures appropriate referrals and prior authorizations are in place prior to appointment or procedure. Notifies patients of any issues prior to arriving for their appointment. Establishes and maintains spreadsheet for prior authorizations and works with the administrative assistance. Performs all tasks related to the check-in and check-out: collecting co-pays or payments for procedures, verifying patient using appropriate identifiers, ensuring necessary documents are signed for the visit, arrange for interpreter services. Oversees management of the daily clinical schedule to prevent any conflicts. Collaborates with the Medical Assistants and Nurse to ensure patient throughput. Monitors Patient Gateway messages and practice email and disseminates information/request to appropriate provider/staff. Works closely with the triage nurse for scheduling of new patient appointments. Documents telephone encounters in EPIC. Notifies the Admitting Department of patient admissions from clinic. Sends patient no-show letters, office correspondences, and routinely collects incoming mail and distributes appropriately. Maintains inventory and orders office and clinic supplies. Cross covers for staff members for breaks, lunches, vacations, and variations in workflow.

Education
High School Diploma or Equivalent required

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

Experience
2-3 years office experience required

Knowledge, Skills and Abilities
- Proficiency with all Office Suite, Knowledge of office operations and standards and understanding of office procedures including filing, copying, scanning, printing and faxing.
- Ability to use phone system and manage more non-routine phone calls and solve routine issues as appropriate.
- Communicating effectively in writing as appropriate for the needs of the audience and talking to others to convey information effectively.
- Understanding written sentences and paragraphs in work related documents, to correspond and communicate with others clearly and effectively (including composing/editing e-mail, memos and letters), and to take complete and accurate messages.
- Managing one's own time and the time of others.
- Well organized and good time management skills to manage multiple tasks effectively, follow established protocols, and work within systems.

The General Hospital Corporation 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.
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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Patient Services Coordinator II

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