Patient Services Coordinator II, Spanish-English Bilingual

The Massachusetts General Hospital Psychology Assessment Center (PAC) is a neuropsychological and psychological assessment service for adult patients. To best serve our Spanish speaking patients, we are seeking a bilingual candidate fluent in both Spanish and English. The MGH has a robust Qualified Bilingual Staff (QBS) assessment program in place to designate staff as proficient to communicate directly with patients and their families in a language other than English.

20 hours per week; five 4-hour morning shifts

The Patient Services Coordinator (PSC) II works as a member of an administrative team to manage patient appointments and front desk responsibilities for the Psychiatry Department's Psychology Assessment Center, under the direct supervision of the Practice Manager. This includes:

• Greeting all patients and visitors in a professional and timely manner at the Psychology Assessment Center.
• Ensuring that the hospital's guidelines for patient identification are met and verifying patient information per best practices while completing check-in procedures, including external medication waivers and assignment of benefits.
• Completing revenue enhancement activities regarding copayment and self-pay collection.
• Assisting with coordination of transportation for patients including the arrangement of shuttle services, completion of PT1 forms, providing parking information, etc.
• Participating in hospital-wide initiatives, such as Patient Gateway enrollment.
• Providing information to patients about hospital and practice procedures.
• Providing each patient with required paperwork and obtaining signatures on billing and waiver forms.
• Facilitating the completion of questionnaires.
• Providing notification via email to research assistants and staff regarding arrival of research participants.
• Maintaining a clean and presentable workspace and waiting area and ensuring that masks, hand sanitizer and tissues are readily available per compliance guidelines.
• Enforcing infection control procedures such as the Universal Mask Policy are adhered to in the waiting room.

The PSC will schedule neuropsychological and psychological evaluations under the general direction of the Practice Manager and document appointment information utilizing the Epic/Cadence scheduling system.

• The Spanish-English bilingual candidate will support the majority of scheduling responsibilities for our Spanish-English bilingual staff neuropsychologists and clinical trainees.
• MGH Interpreter services will be utilized as needed to coordinate visits by phone for non-English/Spanish speaking patients and the services of an in-person interpreter will be coordinated by the PSC for all testing visits where language could potentially limit the results of the assessment.
• The PSC will maintain a thorough knowledge of insurance guidelines and will work to ensure that prior authorization requirements are considered during scheduling.
• The PSC will accurately route charges during the scheduling process in Epic to the correct payer (e.g. health insurance vs. workman's compensation insurance vs. research funds).
• Confirmation packets will be sent to all scheduled testing patients outlining the expectations for the scheduled evaluation, insurance considerations and directions to the clinic.
• The PSC will work directly with the MGH Finance Office to obtain cost estimates for services if/when requested by the patient at the time of scheduling.
• In conjunction with the internship and post-doctoral fellow track directors, the PSC will ensure that trainee schedules and supervisory rotations are posted and taken into account when booking visits.

The PSC will answer incoming telephone calls and monitor Patient Gateway and Epic in-basket messages and will triage inquiries to proper staff members. When appropriate, the PSC will directly work with patients to address questions and concerns.

The PSC will be responsible for sorting mail, incoming faxes and direct correspondence and distributing to appropriate staff.

SKILLS/ABILITIES/COMPETENCIES REQUIRED:

• Bilingual English-Spanish
• Excellent customer service and people skills
• Excellent organizational skills
• Ability to multi-task and prioritize
• Basic computer skills

EXPERIENCE:

Customer service and/or administrative experience in a health care related setting preferred