Patient Services Coord. II

Under general supervision of Administrative Manager, provides administrative support to health care providers for patient care and some administrative activities. Works with Physicians, Speech-Language Pathologists and other clinical staff members to ensure a quality-based, customer-oriented flow of work. Requires discretion and judgment to organize priorities, complete tasks and manage confidential patient information. Responsibilities include scheduling patient appointments, obtaining referrals and pre-certifications as needed; patient reception; patient billing; performing photocopying, faxing, and filing; and answering telephones. 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. Reports directly to Administrative Manager and receives supervision and overall administrative direction related to policies and procedures from Administrative Manager, Program Director, or Administrative Director.

PATIENT CARE RESPONSIBILITIES

* Schedules patient office appointments using EPIC while managing scheduling for a busy Speech-Language Pathology practice.

* Refers patients to Patient Financial Services for financial counseling as appropriate.

* Retrieves medical records prior to patient office hours. Is knowledgeable in the use of EPIC to obtain above information as needed.

* Manages daily appointment log for patient office hours per the needs of the Speech-Language pathologists and physicians.

* Answers patient/family questions regarding appointments and procedures

* Arranges for interpreter services as needed prior to patient appointment.

* Checks-in patients as they arrive in a courteous manner.

- Ensures that all demographic data in patient medical record is current and complete.

- Consistently photocopies patient insurance card and ensures that copies are filed in patient's medical record and with billing data, as necessary.

- Consistently obtains patient/family signature for billing.

- Consistently collects and records patient co-payments.

- Consistently ensures that referral forms are obtained from patients or primary care physician's office/insurance carrier prior to patient's office visit. Every patient signs the missing referral form if referral is not in the system at the time of visit.

- Coordinate, track, and decrement referrals for those not automatically managed by the system.

- Perform electronic insurance verification. Create and send patient no-show letters

* Coordinates with Speech/Language Pathologists as appropriate to ensure smooth patient flow during patient office hours.

- Ensures that patient waiting area is tidy after use.

* Re-schedules any canceled voice therapy or evaluation appointments in a timely manner.

* Prepares and sends follow-up visit reminder letters to patients in a timely manner.

* 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.

* May include duties and responsibilities of the Clerk, Office Assistant and/or Patient Services Coordinator, Level I.

* Responsible for smooth flow of patients and information at receptionist desk, including obtaining appropriate signatures, releases, and authorizations.

* Ensure that patient charts have paperwork appropriate for either office visits or procedures.

* Possesses a thorough knowledge of managed care plans, HMOs, and unusual coverages. Provides information to patients regarding eligibility for procedures. Ensures that practice employees understand insurances. Apprises patients of insurance eligibility.

* Provide coverage for surgical secretaries when needed by scheduling surgeries, pre-admission testing, laboratory and radiology testing, and follow-up appointments.

ADMINISTRATIVE/RESEARCH RESPONSIBILITIES

* Answers telephones, manages, and triages complex telephone calls utilizing courteous customer service skills. Places/returns telephone calls for Speech Pathologists as requested.

* Performs photocopying, faxing, filing as requested.

* Cross covers for other staff members for breaks, lunches, vacations, etc. and during variations in workflow as needed.

* Perform/participate in special projects for the Voice Centers Associates, Administrative Manager or Director as may arise from time-to-time.

* Coordinates and tracks HMO visits and referrals.

* Works closely with the clinical staff to determine needs and solve problems.

* Troubleshoots problems with customer service issues.

* Performs all other duties that are practice specific and are appropriate to this level of position as assigned by supervisor

* Assists in the orientation and training of new support staff members.

* Utilizes practice billing programs to ensure that daily billing is accomplished.

* Coordinates with practice surgical secretaries to ensure smooth schedule of office-based procedures.

* Ensures that patients needing Medicare certifications and re-certifications are correctly identified and forwarded to the appropriate physician for handling.

* Investigates and resolves issues relating to and arising from the referral and/or billing process which interrupt the delivery of care to a patient or the reimbursement for services rendered. Addresses patient questions, complaints, and concerns.

* Functions as the Speech-Language Pathology resource for referral and insurance issues. Remains current on the changing issues impacting the health care insurers.

* Acts as liaison between the Speech-Language Pathology division of the Voice Center and other hospital practices. Serves as a liaison for patients regarding all hospital-based services provided by the practice, including financial information.

• High School Diploma or GED required. Associates Degree, Secretarial Science or equivalent/Secretarial Cert. preferred
• Minimum of 2 to 4 years of secretarial or closely related experience required.

* Typing 55 to 65 WPM required

* Ability to inspire comfort and confidence in patients awaiting consultations or procedures

* Ability to prioritize work.

* Ability to multi-task and manage busy front desk area.

* In-depth understanding of all pertinent medical coverage's

* Exceptional computer skills (including word processing, database, electronic mail, internet, and spreadsheets) required.

* Good command of English language, including medical and scientific terminology.

* Exceptional organizational skills and the flexibility to manage multiple tasks and deadline pressures.

* Ability to work independently or in a team environment.

* Excellent interpersonal skills.

* Is knowledgeable and compliant in all hospital, State and Federal regulatory requirements, including hospital policy and procedures (where applicable to the performance of the job), Joint Commission on Accreditation of Healthcare Organizations (JCAHO), and Health Insurance Portability and Accountability Act of 1996 (HIPAA).

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.