Patient Services Coordinator II

Under general supervision, the front desk PSC will perform a wide range of administrative tasks to support a medical office, including schedules patient appointments, surgeries, and diagnostic testing, obtaining referrals and pre-certifications as needed; provides patient reception, prepares consultation letters, notes, checks patients in and out, correspondence and manuscripts; performs photocopying, faxing, filing and answering telephones.

Works with the physician, staff members and management to ensure a quality-based, customer-oriented flow of work. Utilizes discretion and judgment to organize priorities, complete tasks and handle confidential patient information. This role is the first "face of thoracic surgery" and important to be patient friendly and engaging.

Provides telephone support:

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  Answers all incoming phone calls in a polite and courteous manner. Triage all phone calls appropriately throughout the division and hospital. Page Physician Assistants/Nurse Practitioners with medical questions from patients, in accordance with protocol.

  
  
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  Contacts patients on "Bump" list according to "Bump" list protocol, making notes in Epic and/or mailing letters as necessary according to said protocol.

  
  
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  Clearly communicates appointment/imaging information to patients both at time of booking, as well as during confirmation calls.

  
  

Coordinates patient appointment scheduling and visits:

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  Carefully creates referral "shells"/templates and schedules all coordinating chest x-rays and chest CT scans for outpatient clinic appointments mentioned above, also in as timely a fashion as possible and in accordance with the Attending's directions.

  
  
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  Schedules patient office appointments using Epic; may include scheduling for more than one facility; coordinates appointments with those of other consulting physicians or primary care physician as appropriate.

  
  
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  Prints day sheet for patient office hours and surgeries according to needs of physician; contacts outside institutions for physician office appointment schedule as appropriate.

  
  
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  Transfers patients to Registration and Referral; may register new patients if needed, obtaining all necessary information in a courteous manner; follows-up prior to patient appointment to ensure that patient is registered.

  
  
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  Distributes patient information, maps, etc. prior to patient appointments.

  
  
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  Answers patient/family questions regarding appointments, surgical procedures, and pre-operative instructions as appropriate.

  
  
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  Coordinates with clinical staff to ensure smooth patient flow. Communicates with the clinic team, including manager.

  
  

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  Refers patients to Patient Financial Services for financial counseling as appropriate.

  
  
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  Arranges for interpreter services as needed prior to patient appointment.

  
  
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  Re-schedules any cancelled appointments in a timely manner and mails cancelled appointment letters to patient.

  
  
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  Prepares and sends follow-up visit/consult/surgical reminder letters to patients in a timely manner.

  
  
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  Responds to requests from physicians' offices, family, or government agencies for letters of medical necessity, letters to schools, etc. as necessary.

  
  
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  Scans and uploads into Epic patient-related paperwork (office/operative notes, consultation/medical necessity letters, etc.) in an accurate and timely manner.

  
  

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  Maintains knowledge and skill in the use of appropriate electronic systems to obtain and provide information (e.g. Cadence/Epic). Monitors and uses systems to execute tasks, such as Epic In-Basket, Worklist in ICM-MD and Patient Gateway for patient messages.

  
  

Provides general office support to the practice:

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  Faxes/mails all medical requests to the requesting facility or Physician, in accordance with HIPAA guidelines and regulations.

  
  
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  Assists with training and orientation of new staff, where applicable.

  
  
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  Interacts in a courteous manner with physicians, Advanced Practice Providers, nurses, and administrative staff within and outside of MGH to coordinate care of patients, obtain referrals, provide feedback, answer questions, etc.

  
  

Provides administrative coverage to physicians, and as needed to other staff:

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  May maintain physician's calendar and coordinates schedule on multiple systems as needed. Schedules appointments and meetings and makes travel arrangements.

  
  
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  Retrieves, screens and triages physician's mail.
  
  
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  Prepares correspondence, applications, forms, and reports. Prepares or updates physicians' Curriculum Vitae as needed. As needed, transcribes, edits, proofreads, and prepares recommendations, reports, abstracts, manuscripts, correspondence, etc. and maintains appropriate file copies.

  
  
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  Arranges for payments, e.g. invoices and reimbursement, as needed.

  
  
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  Ensures timely renewal and maintains files of physician's medical license(s), DEA certificate, professional liability insurance, etc.

  
  
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  Prepares and maintains files of hospital and managed care plan credentialing documents.

  
  
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  Performs photocopying, faxing, filing as requested.

  
  
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  May order office and clinical supplies and forms, stamps, etc. as needed.

  
  
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  Organizes materials for presentations at national meetings.

  
  
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  Arranges for outside visitors, medical students, etc. as requested by physician.

  
  
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  Cross covers other staff members, e.g. breaks, lunches, vacations, during variations in work flow as needed.

  
  
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  Participates in periodic staff meetings or other departmental meetings.

  
  
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  Performs/participates in special projects as may arise from time-to-time.

  
  
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  Completes all other duties as assigned by manager.

  
  

Office setting in an outpatient medical clinic

RSRMGB

• High School Diploma or GED required. Associate's Degree in Secretarial Science/Business, or a Secretarial Training Certificate Program desirable
• Minimum of 1 - 3 years secretarial experience in a medical or health care related setting required.

• Excellent interpersonal skills and flexibility.
• Excellent communication skills, both oral and written.
• Understanding of and ability to use medical terminology.
• Computer software and word processing skills, including: MS Office Suite (Outlook, Word, Excel), ability to learn Epic, MOSAIC and OR Scheduling.
• Requires an ability to work effectively with physicians, advance practice providers and other clinical and support staff.
• Ability to focus detailed concentrated effort to multiple projects and re-establish priorities as necessary.
• Ability to effectively respond to time-sensitive and confidential issues.
• Initiative and ability to work both independently and as a member of a functional team.
• Ability to collect and interpret data from patient records.
• Demonstrated knowledge of HIPAA Confidentiality and Privacy Policies.
• Demonstrated understanding of MGH Disaster protocols to include: fire, safety and code calls, per the mandatory training, as outlined by MGH and JCAHO guidelines.

RSRMGB

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.