Patient Service Coordinator

About the role

Martha's Vineyard Hospital, Inc., part of Mass General Brigham, relies on a wide range of professionals to advance its mission of patient care, research, teaching, and community service. As a not‑for‑profit organization, it strives to provide exceptional care through high‑performing teams. The position is a telephone/computer‑based role under direction that receives incoming phone calls and online requests from patients and referring providers interested in accessing care. It verifies patient information, uses decision trees and guidelines to schedule visits and coordinate care, ensuring timely, efficient, high‑quality service. There is limited to no face‑to‑face interaction with patients or other customers, and the role does not involve direct patient care.

Responsibilities

• Functions as the front line of the organization to coordinate registration and initiate scheduling for new patient appointments.
• Verifies and updates patient demographic, financial, and referral information into the computer in strict compliance with established department procedures for the purpose of scheduling an appointment.
• Answers telephone, takes accurate and detailed messages using professional and courteous customer service techniques.
• Provides basic information and instructions to patients regarding the practice and hospitals across the enterprise.
• Maintains confidentiality and privacy consistent with HIPAA guidelines.
• Completely and accurately transcribes call, referral and scheduling information.
• Provides excellent customer service to both internal and external customers of the Mass General Brigham Hospitals and ambulatory practices; supports ongoing communication and provides service recovery when needed with patients and referring physicians.

Qualifications

Education: High School Diploma or Equivalent required. Experience in lieu of a degree is not accepted.

Licenses and Credentials: 0‑1 year of customer service work experience in a contact/call center environment required; 0‑1 year preferred in a medical office or health care setting with Epic experience.

Skills

• Excellent customer service skills.
• Knowledge of basic computer skills, including demonstrated ability to effectively use Microsoft Outlook, Excel and general data entry concepts and search functionality.
• Strong communication, interpersonal and team skills.
• Ability to exercise judgment in dealing with sensitive, confidential information.
• Detail‑oriented with the ability to enter information accurately on paper and into electronic systems.
• Ability to handle a high volume of calls and work in a fast‑paced environment.
• Ability to translate the request of the patient or referring office into the appropriate action – appointment scheduling or cancelling, message to the provider, update insurance or demographic information – using the tools and protocols available.
• In‑depth knowledge of the referral triage processes and knowledge of insurance stipulations that may affect appointment scheduling.

Benefits

In addition to competitive base pay, the hospital offers comprehensive benefits, career advancement opportunities, differentials, premiums and bonuses as applicable, and recognition programs designed to celebrate contributions and support professional growth.

Pay

Pay range: $21.32 – $44.22 per hour (Grade SM1207).

Schedule

Scheduled weekly hours: 40; work shift: Day; employee type: Regular; work location: One Hospital Road, Onsite.