Patient Services Coord. II

On-site with occasional remote days. .

The Patient Services Coordinator II, under supervision of the Practice Manager, provides administrative support to health care providers in a high-volume ambulatory setting, functioning as the primary interface between the care team and the patients. The emphasis is placed on the ability to collaborate and communicate effectively, organize priorities, complete tasks, and manage confidential patient information.

* Perform all check-in and check-out functions as outlined by the MGH/MGPO Front Desk Standards of Operations

* Answer incoming phone calls, take messages and assist patients and families with problem resolution. Triage and manage more complex telephone calls utilizing courteous customer service skills.

* Responsible for daily management of all messages received from patients via our secure online patient portal

* Schedule patient appointments including ancillary services appointments, and facilitate referrals to specialty care as needed

* Ensure accurate demographic and financial information for each patient encounter

* Collect copayments as applicable

* Initiate managed care insurance referrals and obtain prior authorization when indicated for specialty care and other ancillary services

* Sort correspondence (mail, faxes) and distribute to appropriate individuals

* Responsible for medical records management to include filing, scanning, chart preparation, and release of medical information in accordance with HIPAA

* Troubleshoot workflow and scheduling issues to ensure an efficient daily operation

* Problem solve emerging patient concerns in a timely and appropriate manner

* Provide support and information to providers to problem solve and manage complex administrative patient issues

* Maintain confidentiality and privacy consistent with HIPAA guidelines

* Provide cross coverage for other administrative staff members during absences, vacations and variations in workflow as needed

* Assist with orientation and training of new staff when applicable

• High School Diploma or GED equivalent required

The ideal candidate will possess the following attributes:

• Timeliness
• Superior organizational skills
• Superior customer service skills
• Attention to detail
• Ability to multi-task
• Ability / willingness to learn new system processes
• Basic computer and telephone skills
• Ability to work well under pressure in a high volume outpatient practice.
• Excellent judgment.
• Excellent command of the English language
• Effectively interact with all levels of management and all providers and adhere to proper reporting structures.
• Knowledge of medical terminology is helpful
• Ability to exercise judgment in dealing with sensitive, confidential information
• Detail oriented with the ability to enter information accurately into a computer system
• Ability to handle a high volume of work in a fast paced environment
• Adherence to the MGH Credo at all times.

Massachusetts General Hospital is an Affirmative Action Employer. By embracing diverse skills, perspectives and ideas, we choose to lead. All qualified applicants will receive consideration for employment without regard to race, color, religious creed, national origin, sex, age, gender identity, disability, sexual orientation, military service, genetic information, and/or other status protected under law. We will ensure that all individuals with a disability are provided a reasonable accommodation to participate in the job application or interview process, to perform essential job functions, and to receive other benefits and privileges of employment.