Patient Services Coord. II/ Boston

GENERAL SUMMARY/ OVERVIEW STATEMENT:

The Patient Services Coordinator II (PSC II,) under general supervision of the Operations Manager, provides administrative support to health care providers in a high-volume Gastroenterology ambulatory practice, functioning as the primary liaison between the patient and providers. The emphasis is placed on the ability to organize priorities, complete tasks, manage confidential patient information, schedule patient appointments, diagnostic testing, referrals and other managed care related issues. This is a very high volume Gastroenterology subspecialty and excellent organizational skills are required. The PSC II is expected to take complete responsibility for every customer interaction by creating a welcoming environment and providing outstanding service.

The primary location for this position will be in Boston.

PRINCIPAL DUTIES AND RESPONSIBILITIES:

• 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. Ability to maintain a high level of professionalism and handles all situations diplomatically and courteously.
• Coordinates the scheduling of multiple appointments for patients seeing Gastroenterologists and/or seeking Endoscopy procedures. Maximize efficiency and capacity of schedule.
• Schedules patient appointments and creates referrals for specialty visits and diagnostic testing as required. Coordinates the scheduling of diagnostic testing.
• Performs all check-in and -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, co-workers and other departments. Triages calls and takes messages and assists patients and families with problem resolution both in-person and over the telephone.
• Identifies and communicates to practice leadership any issues of process creating inefficiencies within the operation. Assists in their resolution, working within the practice and with management for the benefit of the department as a whole.
• Uses the scheduling systems (Epic) and other common PC computer software, including Microsoft Word, PowerPoint, Excel, Access and Outlook as well as reference management software to coordinate patient care.
• Understands financial services and self-pay resources and provides patients with information as needed. Understands HMO, Managed Care, and other Third Party Insurers. Functions as a resource for patients around managed care plans, insurance and referral issues, with an ability to perform electronic insurance verification.
• Completely performs and is a resource to other team members in all revenue enhancement activities, including, but not limited to, registration verification, co-payment collection, cash management, encounter form reconcilement, etc.
• Provides cross coverage for other Practice staff members for absences, vacations, etc. and during variations in workflow, as needed
• Assists with training and orientation of new staff, where 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.
• Coordinates and provides clinical and/or physician administrative schedules.
• Works on special projects as directed
• Maintains confidentiality and privacy, which is consistent with HIPAA guidelines.

Qualifications -

QUALIFICATIONS

Minimum required education ins High School Diploma and/or GED equivalent. Some college preferred.

Minimum of 1-2 years of related work experience preferred.

Basic knowledge of medical terminology preferred.

SKILLS/ ABILITIES/ COMPETENCIES REQUIRED:

• Excellent interpersonal communication and skills whether in person, via the telephone and/or in writing.
• Demonstrates experience to work effectively and courteously with various levels of the practice, including patients, families, clinicians, colleagues and all levels of management.
• Flexibility and resilience to adapt 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.
• Ability to take initiative to identify gaps or barriers to effective patient care, while also creating and implementing solutions to address those issues.
• Works well both independently and as part of a multidisciplinary team.
• Demonstrates intellectual independence and initiative and has a desire to learn and develop new skills and better methods of completing work efforts.
• Exceptional organizational and time management skills, ability to organize time and priorities effectively, asking for direction when appropriate.
• Flexibility and proven ability to handle multiple tasks.
• Comfortable in a practice environment/culture that promotes ongoing change toward process improvement.
• Superior service attitude
• Excellent sense of humor
• Compassionate and kind
• Energetic and upbeat

QUALIFICATIONS

Minimum required education ins High School Diploma and/or GED equivalent. Some college preferred.

Minimum of 1-2 years of related work experience preferred.

Basic knowledge of medical terminology preferred.

SKILLS/ ABILITIES/ COMPETENCIES REQUIRED:

• Excellent interpersonal communication and skills whether in person, via the telephone and/or in writing.
• Demonstrates experience to work effectively and courteously with various levels of the practice, including patients, families, clinicians, colleagues and all levels of management.
• Flexibility and resilience to adapt 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.
• Ability to take initiative to identify gaps or barriers to effective patient care, while also creating and implementing solutions to address those issues.
• Works well both independently and as part of a multidisciplinary team.
• Demonstrates intellectual independence and initiative and has a desire to learn and develop new skills and better methods of completing work efforts.
• Exceptional organizational and time management skills, ability to organize time and priorities effectively, asking for direction when appropriate.
• Flexibility and proven ability to handle multiple tasks.
• Comfortable in a practice environment/culture that promotes ongoing change toward process improvement.
• Superior service attitude
• Excellent sense of humor
• Compassionate and kind
• Energetic and upbeat