Patient Services Coord. II (32 hours Pedi Group)

Performs all duties and responsibilities of a Patient Service Coordinator I

Gains advanced knowledge to understand and effectively utilize all computer systems, primarily the EMR, to accurately facilitate and document patient information, and schedule complex patient studies, coordinating with other patient appointments as needed. Regularly seeks to expand knowledge to remain up to date.

Periodically acts as a communications' liaison between the Pediatric Primary Care Providers and referring providers, staff, patients, visitors, and other organizations in a courteous, empathetic, engaging, timely, and helpful manner. Maintains professional composure, discretion, and practices effective listening in all interactions.

Employee may be required to travel to and help at sister clinic, Charlestown Pediatrics, located at the Charlestown Health Center.

32 hours: Monday 7am - 330 pm, Thursday 7:30am - 5pm, Friday 7:30am - 5pm, Saturday 8am - 1 pm

• Greets all patients and visitors to the clinic in a professional, consistent, timely and respectful manner.
• Provides empathetic and educational support as needed during scheduling process.
• Provides information to patients about hospital and practice procedures.
• Uses practice information systems to check in each patient and verify demographic and insurance information.
• Provides each patient with required paperwork and obtains signatures on billing and various forms.
• Collects copayments.
• Determines and enters status of all patients in appointment scheduling systems (arrive, no show or cancel).
• Performs all check-in, check-out functions as outlined by MGH/MGPO front desk (PACE) standards.
• Calls patients who need to be rescheduled because of changes in clinician schedules.
• Coordinates the scheduling of multiple appointments.
• Triages complex telephone calls utilizing courteous customer service skills.

• Possess knowledge of HMO, manage care and other third-party insurers.
• Understands financial services and self-pay resources and provides patients with information as needed.
• Reviews billing forms for completeness and delivers them to an appropriate person for charge entry.
• Follows clinic policies for reconciling copayment cash.
• Calls insurers to obtain prior authorizations, when necessary.

Administrative

• Answers and screens telephone calls for the clinical department, resolving issues as possible, escalating when appropriate, and relaying to caller an expectation of follow up when needed. Timely relay of messages to relevant departmental employees with a high degree of accuracy and detail regarding sensitive information from patients and referring providers.
• Maintains organized, detailed, and accurate information to guide patients and visitors to MGH and affiliated organizations, including parking and public transportation options.
• Tracks and coordinates appointments related to patient population management and Pay for Performance initiatives.
• Manages paperwork from home health agencies to expedite reimbursement to the physicians.
• Actively participates in the "team huddles" as part of the caring role of patients in team-based care.
• Actively involved in Primary Care practice re-design and process improvement.
• Liaison between Environmental Services, Building and Grounds and Information Technology for care of the environment, computers, printers, and office equipment.
• Assists in training and orientation of new coordinators.
• Monitors the patient waiting area for patient wait time; patient flow and maintains neatness.
• Works collaboratively with patients, staff, clinicians, and managers to determine needs and solve problems.
• Cross covers other staff members, e.g., breaks, lunches, planned/unplanned time off, and during variations in workflow as needed.
• Engages management and staff for communicating patient appointment delays.
• Effectively interacts with diverse population.
• Responsible for attending staff meetings.
• Performs all other duties that are unit specific and are appropriate to this level of position.
• Other tasks as assigned.

• Exceptional organizational skills.
• Exceptionally detail oriented and demonstrated keen attention to detail.
• Superior ability to organize time and priorities effectively, asking for direction when appropriate.
• Flexibility to handle multiple tasks and deadline pressures.
• Ability to effectively manage day-to-day operational tasks.
• Adeptly establish priorities, while flexible to accommodate changes in priorities.
• Demonstrates initiative.
• Takes ownership and responsibility for work and behavior.
• Ability to solve problems and resolve complex issues on behalf of providers and patients.
• Ability to conceptualize situations. Appropriately seeks guidance and direction.
• Ability to appropriately evaluate all aspects of a situation and to independently make appropriate and timely decisions.
• Effectively interact with all levels of management and all providers and adhere to proper reporting structures.
• Excellent interpersonal/communications skills.
• Excellent command of the English language.
• Demonstrates exceptional customer services skills.
• Ability to work well under pressure in a high-volume outpatient practice.
• Knowledge of computer applications necessary. (word processing, electronic mail, Internet, and other office management systems).
• Knowledge of medical terminology is helpful.
• Required: 3-4 years of experience minimum
• Preferred: pediatric experience; primary care experience

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.