Patient Services Coord. II (EP)

The Patient Services Coordinator II (PSC II), under general supervision of the Administrative Manager provides administrative support to multiple health care providers in a high-volume ambulatory setting, functioning as the primary interface between the patient and providers within the Cardiology outpatient practice.

In this role, the PSC provides administrative support and coordination for aspects of patient care for both new and established patients. Emphasis is placed on exceptional customer service, the ability to communicate effectively, organize priorities, complete tasks, manage confidential patient information, and enhance the quality of service to patients.

The duties and tasks involved can be complex in nature, and judgment is required in resolving problems and making routine recommendations. Work is performed under minimal supervision.

• Serves as a liaison for patient/family/provider with an emphasis on superior customer service and a high standard of timely communication and response.
• Interacts in a courteous manner with physicians, nurses, and administrative staff within and outside of MGH to coordinate care of patients, obtain referrals, provide feedback, answer questions, etc.
• Triages and manages complex telephone calls, utilizing courteous customer service skills. This includes the responsibility to collect detailed information provided by patients, internal/external providers, and others to either resolve problems directly or ensure appropriate escalation to clinicians or management.
• Schedules patient appointments and manages changes ranging in complexity from one appointment to multiple coordinated appointments/tests/procedures. Prepares and sends follow-up visit reminder letters to patients in a timely manner and/or makes reminder calls per physician preference.
• Coordinates the scheduling of visits, testing and Cardiac Arrythmia procedures.
• Communicates dates, locations, pre-procedure requirements, etc. to patients via Patient Gateway, telephone, and/or mail. Tracks, collects and delivers required pre-procedure clinical data and results within timeframes specified.
• Performs the daily management of Cardiac Arrythmia's Epic Front Desk InBasket pool and other staff messages.
• Coordinates and tracks referral appointments. Manages associated work queues.
• Recognizes emergencies and appropriately responds using standard operating procedures and critical thinking skills.
• Provides support and information to providers (MDs, fellows, advanced practice clinicians, RNs) to problem solve and manage complex administrative patient issues
• Communicates proactively and responsively with front desk staff and medical assistants in the ambulatory clinic setting.
• Responds to requests from physicians' offices, family, MGH revenue groups, or government agencies for letters of medical necessity, letters to schools, copies of medical records, etc.
• Understands patient financial services and international resources and provides patients with information as needed.
• Provides cross coverage for other Practice staff members for absences, vacations, etc. and during variations in workflow, as needed.
• Maintains physicians' calendars, coordinates & communicates schedule with catheterization lab and practice locations as necessary
• Performs photocopying, faxing, scanning.
• Arranges for outside visitors, medical students, etc. as requested by physician and in compliance with established policies.
• Maintains confidentiality and privacy, which is consistent with HIPAA guidelines.
• Assists with training and orientation of new staff, where applicable.
• Participates in periodic staff meetings or other departmental meetings.
• Identifies and communicates to leadership issues of process creating inefficiencies within the practice, and assists in their resolution
• Performs other duties and/or works on special projects as assigned.

• High School Diploma or GED required; Associate's Degree in Business Administration or Secretarial Certificate Program desirable
• Work experience demonstrating customer service required.
• 2-3 years of related work experience in a hospital setting or medical environment preferred
• Excellent interpersonal skills; oral & written communication skills
• Strong computer skills; proficiency with hospital systems and Microsoft Office products
• Excellent interpersonal and verbal/written communication skills
• Must demonstrate empathy with the patient population and a team orientation with colleagues of all role groups and departments
• Accurate attention to detail, strong organizational and time management skills
• Ability to solve problems and resolve complex issues on behalf of providers and patients
• Knowledge of computer applications necessary to function in administrative role
• Ability to be flexible and learn new tasks quickly
• Ability to handle sensitive/confidential information
• Compliance with hospital policy and
• Ability to function as a role model and provide administrative guidance to others

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.