Patient Services Coord. III

About the role

The General Hospital Corporation Mass General Brigham seeks a highly organized and skilled administrative support professional to assist with patient care and administrative activities. This position supports a physician, medical practice, or clinic, working independently to ensure a quality-based, customer-oriented flow of work.

Responsibilities

• Schedules patient office appointments; coordinates with others as appropriate.
• Provides information to physician as appropriate.
• Refers patients to appropriate hospital departments for registration, referral, and financial services as needed.
• Obtains, provides, and maintains medical records in support of patient visits, surgeries, billing, and other needs.
• Maintains high level of knowledge and skill in the use of appropriate electronic systems to obtain and provide information.
• Monitors and uses systems to execute tasks including Epic and Patient Gateway for patient clinical information/messages.
• May serve as super user for these systems and may train staff on their use.
• Arranges and/or provides information and visit support to patients and their families, such as distributing maps, information regarding procedures, and interpreter services.
• Prepares for patient visits by placing appointment and surgery reminder calls, organizing patient files, and printing forms and ensuring physician and office is prepared to provide for patient visit or surgery.
• Completes all aspects of patient checks-in in a courteous manner. Includes updating computer systems with correct and complete information, obtaining referral information and payments, and preparing billing materials.
• Cross covers other staff members, e.g. breaks, lunches, vacations, during variations in work flow as needed.
• Participates in periodic staff meetings or other departmental meetings.
• Performs/participates in special projects as may arise from time-to-time.
• Surgical Scheduling
• Arranges patient surgeries by scheduling pre-surgery appointments and testing; reschedules as needed.
• Obtains all required authorizations and referrals in advance of surgery.
• Provides information to Admitting in a timely manner.
• Utilizes Epic OpTime to schedule surgeries electronically.
• Updates physician calendar to block surgery schedule.
• Communicates any special circumstances to the physician.
• Distributes surgical schedules.
• Works with primary care and specialty offices to obtain patient historical data, reports, imaging studies, lab results or other information necessary for the coordination and completion of the surgery and patient care.
• Ensures patients receive pertinent patient education information about their surgeries.
• Confirms completion of Consent for Surgery forms.
• Provides patients with pre-surgical instructions in a timely manner.
• Addresses or refers patient and family questions regarding surgery, insurance, and administrative.
• Works effectively and efficiently with insurance companies to obtain pre-authorization for any and all surgical procedures.
• Maintains files to incorporate surgical information in paper and electronic patient and office files. This includes operative notes, discharge summaries, and test reports.
• This includes scheduling post-operative appointments and testing.
• Maintains an advanced level of knowledge regarding third party insurance, managed care, and financial services and resources available to patients.
• Attends meetings and educational sessions to secure this knowledge base.
• Organizes and forwards patient and procedure information for billing.
• Answers patient and billing office questions.
• Resolves any discrepancies.
• Creates and maintains billing information, updating patient and hospital records.
• Ensures bills are processed and mailed in a timely manner.
• Works with patients to collect payments for all services provided.
• Investigates and resolves billing matters utilizing advanced knowledge and skill related to insurance coverage, referral management, insurance company procedures, and billing process.
• May provide statistics and reports on patient volume, procedures, and other financially related data.
• Serves as a resource to administrative colleagues and physicians regarding billing procedures and collections.

Qualifications

• High School Diploma or GED required.
• Secretarial Certificate or college education preferred.
• Equivalent and additional secretarial/administrative experience may be considered in place of education.
• Minimum of 3 to 5 years of secretarial experience.
• Experience in a healthcare setting helpful.
• Exceptional computer skills (including word processing, database, electronic mail, internet, and spreadsheets) required.
• Knowledge of Epic and other systems at a level sufficient to perform job.
• Good command of English language, including medical and scientific terminology.
• Exceptional organizational skills and the flexibility to handle multiple tasks and deadline pressures.
• Ability to work independently or in a team environment.
• Excellent interpersonal and customer service skills; ability to solve problems.
• In-depth understanding of all pertinent medical insurances, managed care, and patient financial services.
• Is knowledgeable and compliant in all hospital, State, and Federal regulatory requirements, including hospital policy and procedures (where applicable to the performance of the job), Joint Commission (JC), and Health Insurance Portability and Accountability Act of 1996 (HIPAA).