Job Description

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 patients, families, and clinic staff.

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 deposits and reconciliation.

Understands all HMO, Managed Care, and other Third Party Insurers. Functions as a resource for patients regarding 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 complex telephone calls, utilizing courteous customer service skills. Ensures that calls and/or messages are directed to and received by providers and support staff.

Maintains confidentiality and privacy consistent with HIPAA guidelines.

Completely performs, and is a resource regarding, 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 templates for visits and diagnostic testing, as required. Coordinates the scheduling of diagnostic testing in consultation with the provider.

Provides cross-coverage for other practice PSC II for absences, vacations, etc. and during fluctuations in workflow, as needed.

Assists with training and orientation of new administrative support staff, as needed.

Knowledge of computer skills necessary to use appropriate modules of EPIC and Microsoft Outlook.

Good command of the English language, including medical terminology.

Exceptional organizational skills, flexibility to manage multiple tasks with accuracy and attention to detail.

Ability to work independently, as well as in a team environment.

Excellent and effective interpersonal and communication skills.

Demonstrated ability to work effectively and courteously with various groups of patients, families, support staff, and providers.

Demonstrated ability to problem-solve and function as a resource to other members of the team. Ability to resolve complex issues on behalf of the providers and the patients.

Demonstrated in-depth understanding of managed care and all other pertinent insurance/medical coverage.

Demonstrated knowledge of HIPAA Confidentiality and Privacy Policies.

Demonstrated understanding of Disaster protocols to include: fire, safety and code calls, in accordance with the mandatory training, as outlined by MGH and Joint Commission guidelines.

High School Diploma required.

Associate's Degree in Secretarial Science/Business, or a Secretarial Training Certificate Program desirable.

Minimum of 3 years secretarial experience or equivalent in a medical or healthcare related setting 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.
EEO Statement
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