Patient Services Coordinator II

Reporting to the Senior Administrative Manager and under the direction of the Division Supervisor, the Patient Services Coordinator (PSC) II provides administrative support to healthcare providers in a high-volume ambulatory setting, functioning as the primary interface between the patient and the providers. The PSC II is expected to effectively organize priorities, complete tasks on time and to manage confidential patient information. The PSC II is responsible for scheduling patient appointments, diagnostic testing, coordinating referrals and managed care related issues.The PSC II is expected to take personal and complete responsibility for every customer interaction by creating a welcoming environment and providing outstanding service. This position will be a hybrid model once the 90 days are completed or skill sets have been achieved.

Required Competencies:

Service Excellence

1. Demonstrates a commitment to the MGH Mission, Statement of Behaviors, and department service vision.
2. Enthusiastically connects with a diverse population of patients, caregivers and colleagues.
3. Prioritizes work in alignment with the needs of the patients, family members, caregivers and colleagues.
4. Ability to maintain a high level of professionalism in handling all situations diplomatically and courteously.
5. Consistently maintains a comfortable, clean and safe setting.
6. Adheres to department dress policy.

Attention to Detail

1. Adheres to assigned schedules to ensure appropriate staffing coverage.
2. Performs all check-in and check-out functions, as outlined by the MGH/MGPO Front Desk Standards of Operations.
3. Receives and responds to internal and external telephone calls from patients, caregivers, coworkers and other departments.
4. Schedules new, follow-up, same day, annual and diagnostic patient appointments.
5. Responsible for collecting patient co-payments in accordance with the Co-payment Collection Policy.

Communication

1. Demonstrates strong verbal and written skills.
2. Provides accurate information and clear explanations regarding appointment requirements, instructions and policies and procedures.
3. Adapts communication style to varying customer needs.
4. Employs active listening skills.

Collaboration & Teamwork

1. Exhibits diplomacy and communicates with others in a manner that demonstrates respect, professionalism, and a commitment to the team.
2. Offers and seeks assistance to and from coworkers that support the team and ensures that patient needs are not compromised.
3. Provides cross coverage during unexpected and scheduled absences.
4. Participates in department initiatives and contributes to the team's success.
5. Acts as a liaison between key departments, providers and coworkers.
6. Assists in mentoring new staff as directed.

Flexibility & Resilience

1. Demonstrates flexibility and adapts to shifting priorities in response to the needs of patients, caregivers and colleagues.
2. Responds to change with a positive attitude and remains open-minded.
3. Demonstrates ability to rebound quickly when confronted with challenging situations.
4. Demonstrates a willingness to learn.

Pro-active Problem Solving and Follow-Through

• Demonstrates ability to make sound decisions and take appropriate action.
• Utilizes available resources and recognizes when a situation warrants assistance.
• Identifies trends and opportunities for improvement.

General Responsibilities:

1. Answers and triages incoming telephone calls, assisting patients and families utilizing the "one call resolution Model" whenever possible
2. Has the primary responsibility for scheduling and rescheduling patient appointments and utilizes wait list to fill cancelled appointments.
3. Works closely with the international and Development office to schedule visits.
4. Confirms required records/imaging is in place utilizing New Patient work queue
5. Schedules Follow up and Imaging appointments via the work queue
6. Coordinates interpreter services as necessary.
7. Responsible for sorting mail, incoming faxes and directs correspondence to appropriate recipient.
8. Coordinates physician clinic schedules.
9. Provides cross coverage as necessary
10. Files correspondence.
11. Maintains patient confidentiality in compliance with HIPPA guidelines.

• Minimum required education is high school diploma and/or GED equivalent. Some college preferred.
• A minimum of 1-2 years in a clinical setting.
• Some knowledge of third-party billing.
• Demonstrates basic knowledge of medical terminology.
• Ability to maintain confidential medical information.

Massachusetts General Hospital is an Equal Opportunity Employer. By embracing diverse skills, perspectives and ideas, we choose to lead. Applications from protected veterans and individuals with disabilities are strongly encouraged.