3290853 - Full-time

GENERAL SUMMARY/ OVERVIEW STATEMENT:

The Patient Services Coordinator II, under general supervision, provides administrative support to health care providers in a high-volume ambulatory setting, functioning as the primary interface between the patient and the providers. The emphasis is placed on the ability to organize priorities, complete tasks, manage confidential patient information, schedule patient appointments, diagnostic testing, referrals and other managed care related issues.Serves as an overall resource person for support staff.

PRINCIPAL DUTIES AND RESPONSIBILITIES:

Performs all duties that are the responsibility of a Patient Service Coordinator I

Performs all check-in and -out functions, as outlined by the MGH/MGPO Front Desk Standards of Operations.

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

Performs the daily management of encounter form processing and reconcilement.

Ensures the completeness of all forms and performs basic ICD-9 coding, as required to complete visit encounter forms for processing

Understands all HMO, Managed Care and other Third Party Insurers. Functions as a resource for patients around managed care plans, insurance and referral issues, with an ability to perform electronic insurance verification.

Understands financial services and self-pay resources and provides patients with information as needed.

Triages and manages more complex telephone calls, utilizing courteous customer service skills.

Maintains confidentiality and privacy, which is consistent with HIPAA guidelines.

Completely performs and is a resource to other team members in all revenue enhancement activities, including but not limited to registration verification, co-payment collection, cash management, encounter form reconcilement, etc.

Schedules patient appointments and creates referral ldquo;Shellsrdquo;/Templatefor specialty visits and diagnostic testing, as required.Coordinates the scheduling of diagnostic testing.

Coordinates and tracks referral appointments and visits for decrementation.

Provides cross coverage for other Practice staff members for absences, vacations, etc. and during variations in workflow, as needed

Assists with training and orientation of new staff, where applicable.

Performs all other related tasks which would facilitate the flow of patients through the practice, or which would enhance the quality of service to patients.

Works on special projects as directed.

Customer Service Responsibilities:

Conveys Compassion: Demonstrates awareness and shows sensitivity to othersrsquo; needs.

Respectful of Others: Considers othersrsquo; viewpoints and treats others with honesty, fairness and integrity. Speaks highly of the capabilities of the hospital and its staff.

Attentive to Others: Actively looks for ways to help customers by identifying and proposing appropriate solutions and/or services.

Collaborates with Others: Maintains cooperative working relationships and builds team identity. Promotes a friendly, cooperative climate within the department and hospital setting.

Accountable for Actions: Establishes a high degree of trust and credibility with others. Evokes confidence in character, abilities and truthfulness. Demonstrates efforts to succeed and excel.Guards patient privacy.

Informative: Proactively shares information with others.

Adaptable to Others: Manages multiple demands, shifting priorities and rapid change. Adapts plans, behavior or approaches to fit major change situations.

Acts Professionally: Builds trust through reliability and authenticity. Demonstrates results-oriented behavior.Develops constructive, cooperative relationships with others.

Emotionally Self Aware: Understands the implications of own emotions and manages appropriately.

Safety: Is aware of and adheres to safety measures for both patient and staff.

Massachusetts General Hospitalis anAffirmative ActionEmployer. 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 thatall individuals with a disability areprovidedareasonable accommodation to participate in the job application or interview process, to perform essential job functions, and to receive other benefits and privileges of employment.

Massachusetts General Hospitalis anAffirmative ActionEmployer. 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 thatall individuals with a disability areprovidedareasonable accommodation to participate in the job application or interview process, to perform essential job functions, and to receive other benefits and privileges of employment.