Patient Services Coord. II

Qualifications

Required Competencies:

• Service Excellence
• Attention to Detail
• Communication
• Collaboration & Teamwork
• Flexibility & Resilience
• Pro-active Problem Solving and Follow-Through

Responsibilities

Indicate key areas of responsibility, major job duties, special projects and key objectives for this position.

• Demonstrates a commitment to the MGH Mission, Statement of Behaviors, and department service vision.
• Enthusiastically connects with a diverse population of patients, caregivers and colleagues.
• Prioritizes work in alignment with the needs of the patients, family members, caregivers and colleagues.
• Maintains a high level of professionalism in handling all situations diplomatically and courteously.
• Maintains a comfortable, clean and safe setting.
• Adheres to department dress policy.
• Performs all check-in and check-out functions, as outlined by the MGH/MGPO Front Desk Standards of Operations.
• Receives and responds to internal and external telephone calls from patients, caregivers, coworkers and other departments.
• Schedules new, follow-up, same day, annual and diagnostic patient appointments.
• May help in coverage of front desk and collecting patient co-payments in accordance with the Co-payment Collection Policy.
• Provides accurate information and clear explanations regarding appointment requirements, instructions and policies and procedures.
• Adapts communication style to varying customer needs.
• Employs active listening skills.
• Exhibits diplomacy and communicates with others in a manner that demonstrates respect, professionalism and a commitment to the team.
• Offers and seeks assistance to and from coworkers that support the team and ensures that patient needs are not compromised.
• Participates in department initiatives and contributes to the team’s success.
• Acts as a liaison between key departments, providers and coworkers.
• Assists in mentoring new staff as directed.
• Demonstrates flexibility and adapts to shifting priorities in response to the needs of patients, caregivers and colleagues.
• Responds to change with a positive attitude and remains open-minded.
• Demonstrates ability to rebound quickly when confronted with challenging situations.
• Demonstrates a willingness to learn.
• Utilizes available resources and recognizes when a situation warrants assistance.
• Identifies trends and opportunities for improvement.
• Answers and triages incoming telephone calls, takes messages and assists patients and families with problem resolution both in-person and over the telephone.
• Has the primary responsibility for scheduling and rescheduling patient appointments and utilizes wait list to fill cancelled appointments.
• Works closely with the international office to schedule visits.
• Reviews the daily patient schedule and ensures that all appropriate preparations are in place to facilitate efficient patient flow for the day.
• Ascertain medical records are received and uploaded into Epic for patients prior to visit.
• Obtains pertinent new patient information.
• Schedules ancillary appointments.
• Responsible for assisting and obtaining appropriate referral information from referral source.
• Pre-screens incoming referrals according to selection criteria.
• Ascertain pt speaks with financial office to pay any copayments or out of pocket expenses.
• Checks out patients as applicable.
• coordinates prior authorizations for prescriptions.
• Coordinates medical documentation, scanning and indexing in Epic.
• Coordinates interpreter services and patient rides as necessary.
• Responsible for getting mail and sorting mail, incoming faxes and directs correspondence to appropriate recipient.
• Coordinates physician clinical schedules.
• Provides cross coverage as necessary.
• Uploads correspondence.
• Maintains patient confidentiality in compliance with HIPPA guidelines.

Additional Job Details

Department: MGH Neurology
Schedule: Monday - Friday | 8:30am-5pm| Onsite | Hybrid
Compensation: The pay rate for this position starts at $20.00 per hour, with increases based on the candidate's years of experience.
Benefits: Medical, Dental, Vision, 403b retirement plan, tuition reimbursement, discounted MBTA pass & more!
Remote Type: Hybrid
Work Location: 15 Parkman Street
Scheduled Weekly Hours: 40
Employee Type: Regular
Work Shift: Day (United States of America)
Pay Range: $17.71 - $24.94/Hourly
Grade: 3
At Mass General Brigham, we believe in recognizing and rewarding the unique value each team member brings to our organization. Our approach to determining base pay is comprehensive, and any offer extended will take into account your skills, relevant experience if applicable, education, certifications and other essential factors. The base pay information provided offers an estimate based on the minimum job qualifications; however, it does not encompass all elements contributing to your total compensation package. In addition to competitive base pay, we offer comprehensive benefits, career advancement opportunities, differentials, premiums and bonuses as applicable and recognition programs designed to celebrate your contributions and support your professional growth.

EEO Statement

The General Hospital Corporation is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religious creed, national origin, sex, age, gender identity, disability, sexual orientation, military service, genetic information, and/or other status protected under law. We will ensure that all individuals with a disability are provided a reasonable accommodation to participate in the job application or interview process, to perform essential job functions, and to receive other benefits and privileges of employment. To ensure reasonable accommodation for individuals protected by Section 503 of the Rehabilitation Act of 1973, the Vietnam Veteran’s Readjustment Act of 1974, and Title I of the Americans with Disabilities Act of 1990, applicants who require accommodation in the job application process may contact Human Resources at (857)-282-7642.