Patient Services Coord. II

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.

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

Greets patients in a professional, business-like manner.

Send out confirmation/reminder letters in advance of appointments and do reminder calls to patients 48 hours ahead of their scheduled appointments. Practices utilizing the Televox system to review system reports to identify patient appointments requiring re-scheduling.

Provides basic information and instructions to patients regarding the practice and the Hospital. Arranges for transport, interpreter and other services as required by the patients.

Provide cross coverage for other team members (including inpatient and outpatient front desk).

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.

Schedule, re-schedule and cancel patient appointments using the EPIC system.

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

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.

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 health care related setting

Knowledge of computer skills necessary to use appropriate modules of EPIC

Good command of the English language, including medical terminology

Exceptional organizational skills, flexibility to manage multiple tasks and the accurate attentive to details.

Ability to work independently or within a team environment

Excellent and effective interpersonal and communication skills

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

Demonstrated ability to problem solve and function as a resource to other members of the team, and 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, per the mandatory training, as outlined by MGH and JCAHO guidelines.