Patient Services Coordinator II

This is a 40hr/week position. Hours for this role are: Monday-Friday 8:30am-5pm with some evening (12:30pm-9pm) and Saturday (8:30am-12:30pm) rotations.

GENERAL SUMMARY:

Under general supervision, the PSC II coordinates the customer service quality within an ambulatory practice. Works with physicians and other clinical staff members to ensure a quality-based, customer-oriented flow of work throughout the practice. Handles managed care issues and assists patients with the financial aspects of their visit. Oversees the coding procedures and ensures that appropriate bills are sent. Serves as a resource person for support staff.

May include duties and responsibilities of the Clerk, Office Assistant and/or Patient Services Coordinator I, as well as:

• Assists in the orientation and training of new support staff members.
• Understands managed care plans, HMOs, and unusual coverages and provides information to patients regarding eligibility for procedures. Ensures that practice employees understand insurances. Appraises patients of insurance eligibility.
• Traces Front Desk Billing Issues; prepares/Batches completed waiver forms; Reconciles co-payments.
• Maintains Stock of Front Desk supplies, Responsible for incoming/outgoing mail and Faxes and its distribution.
• Responsible for keeping correspondence up to date within a month, also locks draw at the end of the night for cash security. Assist customer with Patient Gateway by providing verbal instructions on how to register and benefits for it.
• Works closely with the clinical staff to determine needs and solve problems.
• Mail/Fax Pick Up, Opening and Sorting within HIPPA Compliance and Training
• Troubleshoots problems with customer service issues
• Establishes office systems.
• May prepare procedure manuals/insurance handbooks.
• May handle inventory maintenance and the ordering of supplies.
• Performs all other duties that are practice specific and are appropriate to this level of position.

QUALIFICATIONS:

• High school diploma or equivalent required
• 2 to 3 years of experience required
• Bilingual in Spanish strongly preferred.
• Demonstrated knowledge of computer skills necessary to use appropriate modules/systems in EPIC, LMR, US Bank, Micro soft Outlook, Nehenlite, electronic medical record modules and transition to future systems as required.
• Good command of the English and Spanish languages, including medical terminology.
• Excellent communication skills.
• Exceptional organizational skills and strong attention to details.
• Ability to manage multiple tasks in a fast pace environment.
• Ability to work independently or within a team environment.
• Ability to work effectively and courteously with various groups of patients, families, support staff and providers.
• Able to problem solve and serve as a resource to other members of the team, and resolve complex issues on behalf of the providers and the patients.
• Knowledge of HIPAA Confidentiality and Privacy Policies.
• Knowledge and understanding of Disaster Protocols to include; Fire, Safety and Code Calls, in accordance with the mandatory training as out lined by MGH and JACHO guidelines

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.