3288009 - Full-time

MASSACHUSETTS GENERAL HOSPITAL Job Title: Patient Services Coordinator III Date: July 2015 Job Code: 000639 Grade: OFCL 68 Dept/Unit/Section: Neurology FLSA Status: Non-exempt Reports To: Group Practice Administrator Revised Date: January 2020 GENERAL SUMMARY/ OVERVIEW STATEMENT: Summarize the nature and level of work performed. Under the general direction of the Group Practice Administrator, both Patient Services Coordinator (PSC) III Team Lead will manage the day-to-day operations. The PSC III will work closely together with the team to provide complex and comprehensive administrative support to health care providers in a high-volume ambulatory setting, functioning as the primary interface between the patient and physicians. The PSC III is expected to effectively organize priorities, complete tasks on time and to manage confidential patient information. The PSC III is responsible for scheduling complex procedures, diagnostic testing, coordinating referrals, processes and managed care related issues. The PSC III is expected to take complete responsibility for every customer interaction by creating a welcoming environment and providing outstanding service. This position does have the opportunity to be hybrid. PRINCIPAL DUTIES AND RESPONSIBILITIES: Indicate key areas of responsibility, major job duties, special projects and key objectives for this position. These items should be evaluated throughout the year and included in the written annual evaluation. Required Competencies: Service Excellence bull; Demonstrates a commitment to the MGH Mission, Standards of Behaviors, and department service vision. bull; Enthusiastically connects with a diverse population of patients, caregivers and colleagues. bull; Prioritizes work in alignment with the needs of the patients, family members, caregivers and colleagues. bull; Ability to maintain a high level of professionalism and handles all situations diplomatically and courteously. bull; Consistently maintains a comfortable, clean and safe setting. bull; Adheres to department dress policy. Attention to Detail bull; Adheres to assigned schedules to ensure appropriate staffing coverage. bull; Performs all check-in and check-out functions, as outlined by the MGH/MGPO Front Desk Standards of Operations. bull; Receives and responds to internal and external telephone calls from patients, caregivers, coworkers and other departments. bull; Schedules new, follow-up, same day, annual and diagnostic patient appointments. bull; Responsible for collecting patient co-payments in accordance with the Co-payment Collection Policy. Communication bull; Demonstrates strong verbal and written skills. bull; Provides accurate information and clear explanations regarding appointment requirements, instructions and policies and procedures. bull; Adapts communication style to varying customer needs. bull; Employs active listening skills. Collaboration amp; Teamwork bull; Exhibits diplomacy and communicates with others in a manner that demonstrates respect, professionalism and a commitment to the team. bull; Offers and seeks assistance to and from coworkers that supports the team and ensures that patient needs are not compromised. bull; Provides cross coverage during unexpected and scheduled absences. bull; Participates in department initiatives and contributes to the teamrsquo;s success. bull; Acts as a liaison between key departments, providers and coworkers. bull; Assists in mentoring new staff as directed. Flexibility amp; Resilience bull; Demonstrates flexibility and adapts to shifting priorities in response to the needs of patients, caregivers and colleagues. bull; Responds to change with a positive attitude and remains open-minded. bull; Demonstrates ability to rebound quickly when confronted with challenging situations. bull; Demonstrates a willingness to learn. Team Lead Core Competencies: Coach bull; Motivates, guides and teaches coworkers, practically and by example, by recognizing individual strengths. bull; Provides informal feedback in a tactful, sensitive and respectful manner. bull; Approachable, accessible and helpful to all coworkers in need of assistance or guidance on day-to-day operational issues. bull; Demonstrates strong working knowledge of MGH systems and serves as a resource to colleagues. Independent Problem Solver bull; Self directed and can complete tasks independently and in a timely and efficient manner. bull; Demonstrates initiative and proposes creative solutions when identified. Role Model bull; Serves as a role model by performing duties in an exemplary way; displays a positive attitude, excellent listening skills and openness to constructive feedback. bull; Acts as a change agent and helps drive implementation of new initiatives in the department. General Responsibilities: 1. Trained to perform all duties expected of a PSC II. 2. Triages Referrals in EPIC and monitors team to ensure referral guidelines are met. 3. Participates in interviewing new team members. 4. Provides feedback during each team memberrsquo;s annual review process. 5. Serves as point person for departmental surveillance rounds, patient tracer exercises and infection control rounds. 6. Identifies and communicates to Practice Manager areas of process improvement within the practice and assists in their resolution. 7. Assists Practice Manager with any projects needed to improve or resolve flow issues, patient access issues and/or other general enhancements for the Neurology Service. 8. Arranges support staff coverage for vacations, sick days and tardiness by following step by step guidelines assigned by Practice Manager. 9. Provides support and information to providers and staff to problem solve and manage complex administrative patient issues. 10. Assists with training and orientation of all new staff, where applicable, including acting as a mentor to newly hired coordinators while providing Practice Manager with routine updates on new hirersquo;s progress and/or areas needing improvement. General Responsibilities continued: 11. Updates all staff resources routinely, including test worksheets, exam room and staff extensions, and/or other helpful forms. 12. Super user for all commonly used systems. 13. Participates in Team Lead Committee. 14. Performs other duties as assigned. QUALIFICATIONS: (MUST be realistic, neither overstated nor understated, and related to the essential functions of the job.) bull; Minimum required education is high school diploma and/or GED equivalent. Some college preferred. bull; A minimum of 3-5 years in a clinical setting. bull; Some knowledge of third party billing. bull; Demonstrates basic knowledge of medical terminology. bull; Ability to maintain confidential medical information. SKILLS/ ABILITIES/ COMPETENCIES REQUIRED: (MUST be realistic, measurable, objective, and related to the essential functions of the job.) 1. Interpersonal requirements: Must demonstrate strong interpersonal skills and be able to work cooperatively as part of a team and to work independently. Requires strong communication skills and good command of the English language. Must be able to communicate effectively and professionally with internal and external customers. 2. Technical requirements: Proficiency with MS Windows and strong keyboard skills. Demonstrated understanding of managed care and other insurance plans. Knowledge of HIPAA Confidentiality and Privacy Policies. Requires understanding of MGH emergency protocols. Scheduling systems knowledge preferred. EPIC systems experience desirable. 3. Environmental requirements: Fast paced practice environment handling multiple demands. Exceptional organizational skills and flexibility to manage multiple tasks simultaneously. Must demonstrate acumen for attention to detail. Must be able to exercise appropriate judgment as necessary and strong problem-solving skills. Requires ability to adapt positively to changes related to policies, procedures, regulations and staffing. FISCAL RESPONSIBILITY (if applicable): Indicate financial ldquo;scoperdquo; information, i.e.: size of budget, volume, revenue, etc.; Indicate total physician/non-physician FTE scope May be responsible for collection and management of co-pays. WORKING CONDITIONS: Describe the conditions in which the work is performed. Ambulatory Care Setting