Patient Services Coordinator III
GENERAL SUMMARY/ OVERVIEW STATEMENT:
The Patient Services Coordinator III, under supervision of the Practice Manager, provides administrative support to health care providers in a high-volume ambulatory setting, functioning as the primary interface between the care team and the patients.
The emphasis is placed on the ability to collaborate and communicate effectively, organize priorities, complete tasks, and manage confidential patient information.
PRINCIPAL DUTIES AND
Responsibilities:
oGreet all patients and visitors to the practice in a professional, timely and respectful manner.
Effectively interact with a diverse population.
oPerform all check-in and check-out functions as outlined by the MGH/MGPO Front Desk Standards of Operations.
oAnswer phone calls utilizing courteous customer service skills.
Assist patients and families with problem resolution.
oResponsible for daily management of messages received via secure electronic patient portal.
oSchedule patient appointments including ancillary services appointments and facilitate referrals to specialty care as needed.
Responsible for entering clinical EPIC referrals with clinical documentation to MGH and outside specialists.
oTrack specialty care referrals to ensure appointment completion.
Follow up with specialty care departments and/or patients regarding incomplete referrals as directed by primary care clinician.
oEnsure accurate demographic and financial information for each patient encounter.
oCollect copayments as applicable and reconcile cash drawer daily.
oInitiate insurance referrals for specialty care and obtain prior authorization for ancillary services when indicated.
oKnowledge of insurance, Financial Services and self-pay resources.
Provide such information to patients as needed.
oResponsible for medical records transactions to include filing, scanning, chart preparation, and release of certain medical information in accordance with HIPAA.
oSort and distribute correspondence (mail, faxes).
oTroubleshoot workflow and scheduling issues to ensure an efficient daily operation.
oProblem solve emerging patient concerns in a timely and appropriate manner.
oAssist with orientation and training of new PSC staff as needed.
oProvide cross-coverage for other administrative staff members during absences, vacations and variations in workflow as needed.
oMay serve as back-up timekeeper to process payroll in absence of Practice Manager.
oParticipate in Primary Care practice re-design and process improvement initiatives.
oWork with practice leadership on special projects as directed.
oPerform all other duties that are unit specific and appropriate to this level of position.
QualificationsSKILLS & COMPETENCIES REQUIRED:
oKnowledge of computer skills necessary to use appropriate modules of Epic to include appointment scheduling, referral management and electronic medical record navigation.
oGood command of the English language.
oStrong interpersonal, organizational and time management skills.
oAbility to work collaboratively and independently.
oDemonstrates initiative and continually strives to enhance the credibility of the department.
Takes responsibility for work and behavior.
oAbility to problem solve and function as a resource to other members of the team and resolve complex issues on behalf of the providers and patients.
Seeks guidance and direction appropriately.
oAbility to multi-task, prioritize effectively and exhibit composure in a fast-paced environment.
oAbility to effectively evaluate all aspects of a situation and independently make appropriate and timely decisions.
oKnowledgeable and compliant in all hospital, state and federal regulatory requirements, including hospital policies and procedures (where applicable to the job), Joint Commission on Accreditation of Healthcare Organizations (JCAHO), and Health Insurance Portability and Accountability Act of 1996 (HIPAA).
EDUCATION:
High School Diploma or GED required.
College education desirable.
Experience:
oMinimum 2-4 years clerical/administrative experience in a healthcare setting, or related experience with transferrable skills preferred.
EEO StatementMassachusetts 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.
Recommended Skills Administration Business Process Improvement Clinical Works Communication Customer Service English Estimated Salary: $20 to $28 per hour based on qualifications.
The Patient Services Coordinator III, under supervision of the Practice Manager, provides administrative support to health care providers in a high-volume ambulatory setting, functioning as the primary interface between the care team and the patients.
The emphasis is placed on the ability to collaborate and communicate effectively, organize priorities, complete tasks, and manage confidential patient information.
PRINCIPAL DUTIES AND
Responsibilities:
oGreet all patients and visitors to the practice in a professional, timely and respectful manner.
Effectively interact with a diverse population.
oPerform all check-in and check-out functions as outlined by the MGH/MGPO Front Desk Standards of Operations.
oAnswer phone calls utilizing courteous customer service skills.
Assist patients and families with problem resolution.
oResponsible for daily management of messages received via secure electronic patient portal.
oSchedule patient appointments including ancillary services appointments and facilitate referrals to specialty care as needed.
Responsible for entering clinical EPIC referrals with clinical documentation to MGH and outside specialists.
oTrack specialty care referrals to ensure appointment completion.
Follow up with specialty care departments and/or patients regarding incomplete referrals as directed by primary care clinician.
oEnsure accurate demographic and financial information for each patient encounter.
oCollect copayments as applicable and reconcile cash drawer daily.
oInitiate insurance referrals for specialty care and obtain prior authorization for ancillary services when indicated.
oKnowledge of insurance, Financial Services and self-pay resources.
Provide such information to patients as needed.
oResponsible for medical records transactions to include filing, scanning, chart preparation, and release of certain medical information in accordance with HIPAA.
oSort and distribute correspondence (mail, faxes).
oTroubleshoot workflow and scheduling issues to ensure an efficient daily operation.
oProblem solve emerging patient concerns in a timely and appropriate manner.
oAssist with orientation and training of new PSC staff as needed.
oProvide cross-coverage for other administrative staff members during absences, vacations and variations in workflow as needed.
oMay serve as back-up timekeeper to process payroll in absence of Practice Manager.
oParticipate in Primary Care practice re-design and process improvement initiatives.
oWork with practice leadership on special projects as directed.
oPerform all other duties that are unit specific and appropriate to this level of position.
QualificationsSKILLS & COMPETENCIES REQUIRED:
oKnowledge of computer skills necessary to use appropriate modules of Epic to include appointment scheduling, referral management and electronic medical record navigation.
oGood command of the English language.
oStrong interpersonal, organizational and time management skills.
oAbility to work collaboratively and independently.
oDemonstrates initiative and continually strives to enhance the credibility of the department.
Takes responsibility for work and behavior.
oAbility to problem solve and function as a resource to other members of the team and resolve complex issues on behalf of the providers and patients.
Seeks guidance and direction appropriately.
oAbility to multi-task, prioritize effectively and exhibit composure in a fast-paced environment.
oAbility to effectively evaluate all aspects of a situation and independently make appropriate and timely decisions.
oKnowledgeable and compliant in all hospital, state and federal regulatory requirements, including hospital policies and procedures (where applicable to the job), Joint Commission on Accreditation of Healthcare Organizations (JCAHO), and Health Insurance Portability and Accountability Act of 1996 (HIPAA).
EDUCATION:
High School Diploma or GED required.
College education desirable.
Experience:
oMinimum 2-4 years clerical/administrative experience in a healthcare setting, or related experience with transferrable skills preferred.
EEO StatementMassachusetts 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.
Recommended Skills Administration Business Process Improvement Clinical Works Communication Customer Service English Estimated Salary: $20 to $28 per hour based on qualifications.
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