The Patient Services Coordinator II, under general supervision of the Clinical Operations Manager, provides administrative support to health care providers in a high-volume ambulatory setting, functioning as the primary interface between the patient and providers for the Department of Neurosurgery. The emphasis is placed on the ability to organize priorities, complete tasks, manage confidential patient information, and enhance the quality of service to patients.
PRINCIPAL DUTIES AND RESPONSIBILIBITES:
CLINICAL PRACTICE SUPPORT:
Check-in patients in a courteous manner as they arrive to the office. Follow MGH/MGPO Front Desk Standards of Operations including co-pay collection, real time arrival, and payment processing as required.
Provides support and information to providers to problem solve and manage complex administrative patient issues.
Understands 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.
Schedules patient office appointments and schedules surgical procedures using the Epic systems, Cadence and Epic Clinical programs as applicable.
Manages Epic In-Baskets and Patient Gateway messages.
Coordinates and tracks referral appointments and visits through Epic Referral Work Queue lists.
Obtains insurance pre-authorizations and pre-certifications for tests and treatments.
Coordinates appointments with MGH interpreters as necessary.
Provides cross coverage for other Practice staff members for breaks, lunches, absences, vacations, etc. and during variations in workflow, as needed.
Temporarily provides coverage and support to physicians during unexpected staff vacancies and new practice start-ups.
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.
Other clinical practice support duties as directed.
COMPUTER APPLICATIONS REQUIREMENTS:
EPIC Cadence Scheduling application: schedules patient appointments; utilizes resource scheduling techniques to link providers and procedure rooms.
EPIC Front Desk application; as necessary in certain practice sites posts co-payments, posts patient payments, and processes credit cards.
EPIC Document Imaging ("Scanning") system: uses scanners to electronically scan in outside laboratory, radiology, and pathology reports. Indexes reports for easy access in EPIC. Electronically files scanned reports into correct patient records.
EPIC transcription management application: proofreads and edits physician office notes as appropriate to improve accuracy and format. Send out copies of notes as necessary to referring physicians either electronically or manually.
Radiology Order Entry (ROE) system: schedules patient radiology appointments for a variety of imaging tests including standard x-ray, CT, MRI, ultrasound and nuclear medicine scans. Includes all MGH imaging sites.
Patient Gateway system: use Patient Gateway to communicate with patients and ascertain their need for appointments and prescriptions. Follow-through with appropriate scheduling and communication to patient.
Access MOSAIC systems: MOSAIC for electronic OR schedules.
Microsoft Office applications: as necessary use Outlook, Word, Excel, and PowerPoint to support physician practice and academic presentations or work.
Minimum of High School Diploma
Associates Degree in Business/Secretarial Science or Secretarial Certificate Program desirable or work experience preferred
Minimum of 3 years of applicable experience required or equivalent in a medical or health care related setting preferred
Good command of the English language, including medical terminology
Excellent interpersonal and verbal/written communication skills
Excellent telephone etiquette
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.
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