Patient Service Coordinator-Martha's Vineyard Hospital

Job Summary

Performs both administrative and clinical functions to support smooth and efficient clinical service or practice operations under general supervision. Performs basic clerical work and tasks that are repetitive and routine.

Essential Functions

• Verifies and updates patient demographic, financial, and referral information into the computer in strict compliance with established department procedures for the purpose of scheduling of an appointment.
• Perform check-in and check-out duties, including but not limited to information verification and updates, copay collection, insurance eligibility checking.
• Ask patients applicable screening questions as directed by manager, or MGB policy or protocol.
• Manage incoming requests for appointments, makes appointments and maintains appointment records.
• Handles, screens, and/or takes messages related to prior authorizations and referrals.
• Maintains confidentiality and privacy consistent with HIPAA guidelines.
• Greets and assists patients in flow processes.
• 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.
• Coordinates care with other departments as needed.
• Aid in schedule template management at the direction of manager/leadership.
• Works with other department staff and leaders to optimize schedules and enhance care coordination for patients.

Qualifications

• High School Diploma or Equivalent required
• No experience in lieu of a degree accepted
• Experience customer service work experience, specifically in a contact/call center environment 0-1 year required
• Experience in a medical office or health care setting, with Epic experience 0-1 year preferred

Knowledge, Skills and Abilities

• Excellent customer service skills.
• Knowledge of basic computer skills, including demonstrated ability to effectively use of 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 patients and work in a fast-paced environment.
• Requires 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.
• Requires an in-depth knowledge of the referral triage processes and knowledge of insurance stipulations that may affect appointment scheduling.