Patient Services Coordinator II - Rheumatology

• Cross-trained in all clinic coordinator duties associated with the back office, including but not limited to the following tasks: scans patient records, provides phone line and voicemail coverage, appropriately triages patient care and prescription refill requests, explains new patient procedures, schedules for provider appointments and infusion appointments, processes necessary billing edits, processes prior authorizations for prescription and infusion medications, keeps track of supplies, manages incoming and outgoing faxes and outgoing mail and sorts appropriately, maintains cleanliness in the back office and supply closets, and coordinates research studies as needed
• Utilizes MGH-provided software and web-based applications to coordinate appointments, messages and requests for Rheumatology patients and providers
• Triages and manages complex patient interactions, via telephone call or in clinic, effectively and courteously. Displays professional and caring customer service with patients, providers and staff
• Provides support and information to providers for problem-solving, troubleshooting, and managing complex patient situations
• Provides cross-coverage for other Practice staff members as needed (staff absences, vacations, and during variations of workflow). Works effectively with other Practice staff to manage workflow as a team
• Learns about complexities of various insurance plans and payers, including HMO plans, Managed Care, and other Third Party Insurers, as it relates to Rheumatology patients and payment issues (self-pays, co-pays, referrals, prior approvals, etc). Can help educate Rheumatology patients how to navigate coverage issues by referring to appropriate resources
• Maintains confidentiality and privacy consistent with HIPPA guidelines
• Identifies and communicates to the Practice's leadership issues of process creating inefficiencies within the operation. Assists in their resolution as needed
• Assists with special projects and responsibilities as assigned by Practice Leadership.
• Demonstrated technical ability to learn various new software and web-based applications, and how to effectively interface between programs
• Demonstrated ability to work independently, with limited supervision, and with others as a team
• Strong attention to detail and organizational skills, and effective time management skills
• High-level communicator with all levels of staff, physicians, nurses, and management, both in verbal and written communication
• Demonstrates exceptional customer service skills or willingness to learn
• Demonstrates knowledge of HIPAA Confidentiality and Privacy policies

Education:

• High School diploma or GED required
• Higher education/training in any one of the following categories preferred: Associate's Degree in Secretarial Science/Business, Secretarial Training Certificate Program, or Bachelor's Degree preferred.

Experience:

• Minimum of 2-3 years' work experience in customer service or administrative office preferred.

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.