Patient Services Coordinator II

Under the general direction of the Administrative 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 the providers. The PSC II is expected to effectively organize priorities, complete tasks on time and manage confidential patient information. The PSC II is responsible for front desk greeting and check-in, scheduling patient appointments, diagnostic testing, coordinating referrals, and managed care-related issues. This position is responsible for managing the day-to-day patient flow at the time of check-in and check-out. The PSC II is expected to take complete responsibility for every customer interaction by creating a welcoming environment and providing outstanding service. The PSC II may work with colleagues and clinicians in one or a combination of the following Neurology clinical divisions: Comprehensive/General, ALS, Epilepsy, Memory, Movement, Neurobehavioral, Neurogenetics, Neuromuscular, Pediatrics, Sleep, or Stroke.

PRINCIPAL DUTIES AND RESPONSIBILITIES:Answers and triages incoming telephone calls, takes messages and assists patients and families with problem resolution both in-person and over the telephone.Has primary responsibility for scheduling and rescheduling patient appointments and utilizes wait list to fill cancelled appointments.Conducts appointment confirmation calls and sends confirmation letters when applicable.Reviews the daily patient schedule and ensures that all appropriate preparations are in place to facilitate efficient patient flow for the day.Greets patients and visitors to the Neurology department. Performs all patient check-in duties including copayment collection, informing patients of anticipated wait times, and collecting all necessary paperwork.Provides cross coverage as necessary, including lunch and vacation coverage.Monitors Televox for patient appointment confirmations.Works closely with the International Office to schedule visits.Coordinates interpreter services and patient transportation as necessary.Prints office visit encounters and prepares labels.Prepares medical record charts for new patients.Pulls medical records for patients prior to visit.Obtains pertinent new patient information.Schedules ancillary appointments.Responsible for assisting and obtaining appropriate referral information from referral source.Pre-screens incoming referrals according to selection criteria.Coordinates prior authorizations.Coordinates medical documentation, scanning, and indexing into the electronic medical record.Effectively navigates Epic, CRMS, Patient Gateway, and MS Office suite technology systems. May function as a super-user as applicable.Responsible for sorting mail, incoming faxes and directing correspondence to the appropriate recipient.Monitors and manages CRMS and Patient Gateway daily. Also manages RxQueue.Coordinates clinical and/or physician administrative schedules.Maintains patient confidentiality in compliance with HIPAA guidelines.Perform other duties as assigned.

QUALIFICATIONS:Minimum required education is high school diploma and/or GED equivalent. Some college preferred.A minimum of 1-2 years related work experience.Basic knowledge of medical terminology.

SKILLS/ABILITIES/COMPETENCIES REQUIRED:Interpersonal requirements:Must demonstrate strong interpersonal skills and be able to work cooperatively as part of a team and to work independently. Requires strong communication skills and good command of the English language.Must be able to communicate effectively and professionally with internal and external customers.Technical requirements:Proficiency with MS Windows and strong keyboard skills. Demonstrated understanding of managed care and other insurance plans. Knowledge of HIPAA Confidentiality and Privacy Policies. Requires understanding of MGH emergency protocols. Scheduling systems knowledge preferred. Epic systems experience desirable.Environmental requirements:Fast-paced practice environment handling multiple demands. Exceptional organizational skills and flexibility to manage multiple tasks simultaneously. Must demonstrate acumen for attention to detail. Must be able to exercise appropriate judgment as necessary and strong problem-solving skills. Requires ability to adapt positively to changes related to policies, procedures, regulations, and staffing.

WORKING CONDITIONS:Ambulatory Care Setting

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