Patient Services Coordinator III

GENERAL SUMMARY/OVERVIEW STATEMENT:

The Lead Patient Services Coordinator, under general supervision of the Practice Manager, works collaboratively with leadership to oversee the day-to-day operations and the supervision of all administrative and facilities staff. The PSC III has direct supervision of the desk staff to include performance and scheduling. Provides cross coverage for the front desk as member of the team.

PRINCIPAL DUTIES AND RESPONSIBILITIES:

• 
  

  Collaborates with practice leadership to evaluate, develop, and implement various administrative systems and procedures designed to maximize the secretarial work flow, thereby creating staffing efficiencies

  
  
• 
  

  Ensuring accuracy of insurance information and check eligibility

  
  
• 
  

  If patient does not have insurance, offers instructions and assistance to apply for sliding fee scale

  
  
• 
  

  Participates in departmental preparation for Joint Commission and other regulatory site visits

  
  
• 
  

  Ensures that HIPAA policies and procedures are fully implemented

  
  
• 
  

  Works as part of the team and maintains ongoing working relationships with staff, and clinical and physician members of the practice, to facilitate positive staff morale and support provider productivity

  
  
• 
  

  Attends all monthly meetings, takes minutes and distributes to necessary staff

  
  
• 
  

  Performs all duties and/or projects assigned by the Practice Manager, Operations Director, or Medical Director

  
  
• 
  

  Participates in PCMH Developmental Projects

  
  
• 
  

  Collaborates with medical staff to ensure smooth patient flow and provides needed documents for visit

  
  
• 
  

  Generates and mails no show/missed appointment letters to all clients not checked in at the end of the shift

  
  
• 
  

  Schedule any imaging orders provider has done and obtain prior authorization if needed

  
  
• 
  

  Handles referrals to specialists, tracking patients' appointments to specialists

  
  
• 
  

  Obtain BH authorizations, input into Epic and closely monitor and track them

  
  
• 
  

  Trains and supervise all new administrative and Patient Service Coordinator staff

  
  
• 
  

  Responsible for all mail/faxes that come into the health center and distribute accordingly

  
  
• 
  

  Performs all of the following key functions of the administrative/Patient Service Coordinator staff:

  
  
  
  
  • 
    

    Meets and greets clients and visitors in a courteous, pleasant and approachable manner

    
    
  • 
    

    Checks in patients which includes greeting the patients, providing new patients with HIPAA paperwork, verifying insurance information, asking for changes in demographic and insurance data

    
    
  • 
    

    Answers phones and clears voicemails on a timely basis, generates no-show and appointment reminder letters and conducts the end of the day closeout

    
    
  • 
    

    Takes messages, generates telephone encounters and routes them to clinical staff

    
    
  • 
    

    Make reminder calls the day before all appointments and same day reminder calls for all new patients and physicals

    
    
  • 
    

    Accurately records payments on the day sheet for cash/checks or credit. Day sheet must tally accurately at the end of shift and be checked and initialed by a peer. Independently notifies supervisor if receipts and payments do not match

    
    
  • 
    

    Day sheets and payments are picked up by the Charlestown Administrative Coordinator or designee at the end of the shift.

    
    
  
  
  
  

QUALIFICATIONS:

• 
  

  Minimum of two to four years of healthcare administration experience

  
  
• 
  

  Minimum of two years of supervisory experience

  
  
• 
  

  Knowledge of managed care plans/insurance

  
  
• 
  

  High School Diploma or GED required; BA or BS degree preferred

  
  

SKILLS/ABILITIES/COMPETENCIES REQUIRED:

• 
  

  Must have strong interpersonal and communication skills

  
  
• 
  

  Must have the ability to be flexible, highly organized and thoughtful in a fast paced ambulatory setting

  
  
• 
  

  Must have analytical and creative problem solver skills which will support sound decision making

  
  
• 
  

  Must have strong computer skills and knowledge of office practice applications

  
  
• 
  

  Must have strong organizational skills

  
  
• 
  

  Must have a high degree of initiative and independent judgment

  
  
• 
  

  Must have the ability to perform all duties of the Administrative/PSC staff

  
  

WORKING CONDITIONS:

• Ambulatory health care setting

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.