What are the responsibilities and job description for the Patient Services Coordinator - SM1 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
SummaryThis position reports to the Operations Manager. The Patient Services Coordinator, under supervision, provides administrative support to health care providers in a high-volume ambulatory setting, functioning as the primary interface between the patient and the providers. The emphasis is placed on the ability to organize priorities, complete tasks, manage confidential patient information, and schedule patient appointments. This person understands their position is an important part of the care team in the Patient Centered Medical Home and promotes partnership between patients, family and team.
Does this position require Patient Care?
No
Essential Functions
-Understands their position is an important part of the care team in the Patient Centered Medical Home and promotes partnership between patient, family and team.
- Actively participates in daily team huddles.
- Greets and directs visitors.
- Answers incoming patient calls in a Call Center setting.
- Addresses live phone calls and sends to triage nurse as needed.
- Reviews EMR administrative messages, Outlook e-mail, multiple times per day.
- Schedules patient appointments for follow up, new patient office visits, sick visits, annual visits, etc.
- Confirms and edits patient insurance coverage.
- Completes EMR functions, i.e.
- Arrival Status, No Shows, Cancellations.
- Fills empty slots within the clinician’s schedules daily utilizing a wait list, follow up list and sick/urgent visits.
- Maintains adequate stock of new patient packets, follow up appointment cards, Patient Gateway portal cards.
- Closes and reconciles all co-payment and self-payment batches for the day prior to end of shift.
- Reschedules canceled appointments in EMR using EMR functionality for wait list, recall list and Televox cancellation lists.
- Cross trained to support primary care, pediatrics and specialty offices.
- Applies and promotes the Core Values of MVH.
- Provides welcoming, efficient and thorough customer service at the point of patient check in for Established Patients and New Patients.
- Verifies patient using two patient identifiers, arrive patient in EMR system, directs patient to the appropriate care team.
- Confirms and updates patient demographics and insurance; copy patient insurance card (s).
- Requests/receives co-pays.
- Schedules patient follow-up and new patient appointments.
- Prints and distributes visit summary reports to patient upon departure.
- Cross covers all check in/check out areas and call center duties as needed.
Qualifications
Additional Job Details (if applicable)
Remote Type
Work Location
Scheduled Weekly Hours
Employee Type
Work Shift
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.
