Patient Services Coord. II

Description - External

Under general supervision of the Operations Manager, the Patient Service Coordinator II coordinates the delivery of quality care while enhancing the patient/ customer service experience within the Imaging department. Works with all stakeholders including patients, physicians and clinical staff for conducting imaging order assessments for appropriate exam scheduling/billing. Encounters patients with a friendly demeanor and assists with the check-in process for exam preparation. Effectively communicates appointment status to patients.

Full time on-site Monday- Friday 10:00am-6:30pm

Qualifications - External

• Arrives, schedules, re-schedules and cancels patient appointments in the Epic system
• Assists patients for updating hospital registration information
• Follows all safety guidelines/ policies to include correct patient identification, Hand Hygiene, etc.
• Prepares patients with appropriate documentation for imaging exams, including but not limited to the Falls Questionnaire, Patient contact sheet, patient diagnostic results letter, etc.
• Engages management and staff for communicating patient appointment delays
• Assists with activating interpreter services when necessary
• Maintains cleanliness of workspace and general waiting area.
• Alerts management of any environmental issues associated with the general waiting area.
• Assists in the orientation and training of new support staff members.
• Scans appropriate documents in Epic.
• Utilizes EPIC application for modification of patient contact information
• Uploading of patient images into Life Image
• Acts as patient escort/greeter

Additional duties as required

• Exceptional interpersonal skills and empathy to provide outstanding customer service and deescalate stressful situations when necessary
• Excellent written, communication and organizational skills
• Basic computer skills knowledge required
• Ability to work independently
• Ability to time manage and prioritize tasks

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.