Patient Services Coordinator II

Job Description - Patient Services Coordinator II (3307390)GENERAL SUMMARY/ OVERVIEW STATEMENT:Under the general direction of the Practice 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 to manage confidential patient information. The PSC II is responsible for scheduling patient appointments, diagnostic testing, coordinating referrals and managed care related issues. In addition, this position is responsible for managing the day-to-day patient flow at time of check-in and check-out. The PSC II is expected to take personal and complete responsibility for every customer interaction by creating a welcoming environment and providing outstanding service.PRINCIPAL DUTIES AND RESPONSIBILITIES:Service Excellence

Demonstrates a commitment to the MGH Mission, Statement of Behaviors, and department service vision.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 in handling all situations diplomatically and courteously.Consistently maintains a comfortable, clean and safe setting.Adheres to department dress policy.

Attention to Detail

Adheres to assigned schedules to ensure appropriate staffing coverage.Performs all check-in functions, as outlined by the MGH/MGPO Front Desk Standards of Operations.Receives and responds to internal and external telephone calls from patients, caregivers, coworkers and other departments.Schedules new, follow-up, same day, annual and diagnostic patient appointments.Responsible for collecting patient co-payments in accordance with the Co-payment Collection Policy.

Communication

Demonstrates strong verbal and written skills.Provides accurate information and clear explanations regarding appointment requirements, instructions and policies and procedures.Adapts communication style to varying customer needs.Employs active listening skills.

Collaboration & Teamwork

Exhibits diplomacy and communicates with others in a manner that demonstrates respect, professionalism and a commitment to the team.Offers and seeks assistance to and from coworkers that support the team and ensures that patient needs are not compromised.Provides cross coverage during unexpected and scheduled absences.Participates in department initiatives and contributes to the team’s success.Acts as a liaison between key departments, providers and coworkers.Assists in mentoring new staff as directed.

Flexibility & Resilience

Demonstrates flexibility and adapts 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.

Minimum Requirements:Minimum of a high school diploma or equivalent required. Associate’s or Bachelor’s Degree in Business or Health Care Administration or related field preferred.A minimum of 1-2 years in a clinical setting.Some knowledge of third party billing.Demonstrates basic knowledge of medical terminology.Ability to maintain confidential medical information.Massachusetts General Hospital is an Equal Opportunity Employer. By embracing diverse skills, perspectives and ideas, we choose to lead. Applications from protected veterans and individuals with disabilities are strongly encouraged.Primary Location

MGH Main CampusJob

Customer ServiceOrganization

Massachusetts General Hospital (MGH)Schedule

Full-timeStandard Hours: 40Shift

Day JobPosted Shift Description: 7:15-3:45 or 7:30-4

#J-18808-Ljbffr