What are the responsibilities and job description for the Patient Access Coordinator- GI Referrals position at Mass General Brigham?
Site: The General Hospital Corporation
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
Receiving general direction from the MGH Gastroenterology Practice Manager, the Patient Access Coordinator is responsible for working the medical referrals and work queue. Collaborating with the Access Center Team Lead, this person will triage phone calls and schedule patient appointments. Incumbent will be expected to develop excellent working knowledge of the Division of Gastroenterology and their related programs and services, including basic knowledge of the hospital at large as well as develop proficiency in accurately scheduling within EPIC.
This position will also require courteous and professional customer service techniques when communicating with patients, physicians, and office staff internal and external to the organization while maintaining confidentiality and privacy consistent with HIPAA guidelines and MGB policy.
PRINCIPAL DUTIES AND RESPONSIBILITIES: The medical referrals and work queue are worked by staff on a daily basis to triage and schedule clinic appointments, including making calls to patients and assigning referrals to the appropriate providers. Work closely with the Access Center Team Lead and Practice Manager to ensure urgent referrals are scheduled within three days and non-urgent referrals are scheduled within two weeks. Ensure internal and external referrals are entered into the system and managed in a timely manner for appointment scheduling. Utilizing the department medical referral protocol will assign internal referrals to the subspecialty team leads and will review the external referrals to determine if the referral meets scheduling guidelines. Responsible for reviewing and ensuring all providers schedules are filled appropriately and timely. Provides support and information to providers to problem solve and manage complex administrative patient issues.
Responsible for answering a high volume of inbound phone calls to include triaging complex phone calls and entering phone message into the EPIC system. Maintains confidentiality and privacy, which is consistent with HIPAA guidelines. Performs all duties that are the responsibility of a Patient Service Coordinator II. Assists with new staff training and orientation, when applicable Performs all other related tasks which would facilitate the flow of patients through the practice, or which would enhance the quality of service to patients. Works on special projects as directed. Performs all other duties as assigned.
Qualifications
Education
High School Diploma or Equivalent required
Can this role accept experience in lieu of a degree?
No
Licenses and Credentials
Certified Medical Administrative Assistant [CMAA] - Data Conversion - Various Issuers preferred
Experience
office experience 2-3 years required
Knowledge, Skills And Abilities
Remote Type
Onsite
Work Location
273 Charles Street
EEO Statement
The General Hospital Corporation is an Affirmative Action Employer. By embracing diverse skills, perspectives and ideas, we choose to lead. 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.
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.
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
Receiving general direction from the MGH Gastroenterology Practice Manager, the Patient Access Coordinator is responsible for working the medical referrals and work queue. Collaborating with the Access Center Team Lead, this person will triage phone calls and schedule patient appointments. Incumbent will be expected to develop excellent working knowledge of the Division of Gastroenterology and their related programs and services, including basic knowledge of the hospital at large as well as develop proficiency in accurately scheduling within EPIC.
This position will also require courteous and professional customer service techniques when communicating with patients, physicians, and office staff internal and external to the organization while maintaining confidentiality and privacy consistent with HIPAA guidelines and MGB policy.
PRINCIPAL DUTIES AND RESPONSIBILITIES: The medical referrals and work queue are worked by staff on a daily basis to triage and schedule clinic appointments, including making calls to patients and assigning referrals to the appropriate providers. Work closely with the Access Center Team Lead and Practice Manager to ensure urgent referrals are scheduled within three days and non-urgent referrals are scheduled within two weeks. Ensure internal and external referrals are entered into the system and managed in a timely manner for appointment scheduling. Utilizing the department medical referral protocol will assign internal referrals to the subspecialty team leads and will review the external referrals to determine if the referral meets scheduling guidelines. Responsible for reviewing and ensuring all providers schedules are filled appropriately and timely. Provides support and information to providers to problem solve and manage complex administrative patient issues.
Responsible for answering a high volume of inbound phone calls to include triaging complex phone calls and entering phone message into the EPIC system. Maintains confidentiality and privacy, which is consistent with HIPAA guidelines. Performs all duties that are the responsibility of a Patient Service Coordinator II. Assists with new staff training and orientation, when applicable Performs all other related tasks which would facilitate the flow of patients through the practice, or which would enhance the quality of service to patients. Works on special projects as directed. Performs all other duties as assigned.
Qualifications
Education
High School Diploma or Equivalent required
Can this role accept experience in lieu of a degree?
No
Licenses and Credentials
Certified Medical Administrative Assistant [CMAA] - Data Conversion - Various Issuers preferred
Experience
office experience 2-3 years required
Knowledge, Skills And Abilities
- Proficiency with all Office Suite, Knowledge of office operations and standards and understanding of office procedures including filing, copying, scanning, printing and faxing.
- Ability to use phone system and manage more non-routine phone calls and solve routine issues as appropriate.
- Communicating effectively in writing as appropriate for the needs of the audience and talking to others to convey information effectively.
- Understanding written sentences and paragraphs in work related documents, to correspond and communicate with others clearly and effectively (including composing/editing e-mail, memos and letters), and to take complete and accurate messages.
- Managing one's own time and the time of others.
- Well organized and good time management skills to manage multiple tasks effectively, follow established protocols, and work within systems.
Remote Type
Onsite
Work Location
273 Charles Street
EEO Statement
The General Hospital Corporation is an Affirmative Action Employer. By embracing diverse skills, perspectives and ideas, we choose to lead. 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.
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.
