What are the responsibilities and job description for the Hybrid Patient Services Coordinator II, Neurology position at Mass General Brigham?
At Mass General Brigham, we know it takes a surprising range of talented professionals to advance our mission—from doctors, nurses, business people and tech experts, to dedicated researchers and systems analysts. As a not-for-profit organization, Mass General Brigham is committed to supporting patient care, research, teaching, and service to the community. We place great value on being a diverse, equitable and inclusive organization as we aim to reflect the diversity of the patients we serve.
At Mass General Brigham, we believe a diverse set of backgrounds and lived experiences makes us stronger by challenging our assumptions with new perspectives that can drive revolutionary discoveries in medical innovations in research and patient care. Therefore, we invite and welcome applicants from traditionally underrepresented groups in healthcare — people of color, people with disabilities, LGBTQ community, and/or gender expansive, first and second-generation immigrants, veterans, and people from different socioeconomic backgrounds – to apply.
Job Summary
GENERAL SUMMARY/ OVERVIEW STATEMENT: Under the general direction of the Practice Manager, 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 theproviders.
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. In addition, this position will have a high phone presence.
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.
PRINCIPAL DUTIES AND RESPONSIBILITIES:
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
1. Answers and triages incoming telephone calls, takes messages and assists patients and families with problem resolution both in-person and over the telephone.
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 office to schedule visits.
4. Reviews the daily patient schedule and ensures that all appropriate preparations are in place to facilitate efficient patient flow for the day.
5. Prints office visit encounters and prepares labels.
6. Prepare medical record charts for new patients.
7. Pulls medical records for patients prior to visit.
8. Obtains pertinent new patient information.
9. Schedules ancillary appointments.
10. Responsible for assisting and obtaining appropriate referral information from referral source.
11. Pre-screens incoming referrals according to selection criteria.
12. Collects and processes co-payments as applicable.
13. Checks out patients as applicable.
14. Coordinates prior authorizations for prescriptions.
15. Coordinates medical documentation, scanning and indexing in LMR.
16. Coordinates interpreter services and patient rides as necessary.
17. Serves as a super user for IDX, CRMS, Patient Gateway and MS Office suite technology systems.
18. Responsible for sorting mail, incoming faxes and directs correspondence to appropriate recipient
. 19. Coordinates physician administrative and clinical schedules.
20. Provides cross coverage as necessary 21.
Files correspondence.
22. Maintains patient confidentiality in compliance with HIPPA guidelines.
Qualifications
Additional Job Details (if applicable)
Remote Type
Work Location
EEO Statement:
Mass General Brigham Competency Framework
At Mass General Brigham, our competency framework defines what effective leadership “looks like” by specifying which behaviors are most critical for successful performance at each job level. The framework is comprised of ten competencies (half People-Focused, half Performance-Focused) and are defined by observable and measurable skills and behaviors that contribute to workplace effectiveness and career success. These competencies are used to evaluate performance, make hiring decisions, identify development needs, mobilize employees across our system, and establish a strong talent pipeline.
