Patient Services Coordinator III

Job Description - Patient Services Coordinator III (3300027)This role offers a $750 sign on bonus to eligible external candidates.The Patient Services Coordinator is an essential part of the care team serving as the primary point of contact for patients. The Patient Services Coordinator (PSC), under general supervision, provides administrative support to healthcare providers in a high-volume ambulatory practice setting. The PSC works with the Physician Assistant to provide Urologists with the necessary support for their practices. Primary responsibility includes working with Physicians on visit planning for scheduled patients, maintaining calendars, communicating changes in schedules, and assisting with academia and research for respective physicians.Our care teams will “partner” with each patient to define and reach their customized health goals. These health goals will be achieved by providing the patient with superior access to care, information and tools that promote collaboration with their care team and increased self–management of health.The PSC will serve as the key interface between the Urology care team and the patient. The PSC will support care team members in all matters related to care coordination and management and will simultaneously serve as a proactive and ready resource for all care coordination needs and inquiries by patients. More specifically:Within the patient visit or other patient interactive processes, the PSC will support the patient and care team in arranging for and coordinating needed patient care services, including but not limited to the following activities:Scheduling visits with specialty consultants or other specialized providers of medical care and research trials.Arranging for tests and other procedures needed by patients.Processing/requesting any necessary insurance referrals or prior approvals related to above services.Documenting and monitoring all required services, and their ultimate completion status, within the “Care Coordination” tracking system.Ongoing and proactive communication with patients and their care team members regarding completed scheduling of services or issues encountered in the care coordination effort.Monitoring of clinical activities to be completed by the patient, including routine screening tests, laboratory, consultant visits, virtual monitoring in the home, return visits to the practice, etc.Proactive outreach to patients that are not in compliance with planned care efforts and/or expected timing of such efforts.Interface with specialty/testing office staff or providers to facilitate urgent or expedited care needs of practice patients.Obtaining pre-visit requirements: orders, outside films, pathology reports, slides, x-rays, x-ray report and lab results, as well as any additional clinical information needed to ensure efficiency and accuracy of consultations and second opinions visits.Checking care team schedules in advance of patient arrivals and preparing charts.With regard to assisting in the successful management and execution of the Urological Care, the PSC will:Answer and screen telephone calls coming in from CAS members and/or patients. Take accurate messages or direct calls to the appropriate person.Document in the electronic medical record, as appropriate, coordination efforts as they pertain to the goals within the care team.Monitor patients’ demographics and insurance information as necessary and obtain specialist referrals for all patient appointments.Assess continuing needs to achieve documented health goals, in collaboration with the care team, and work to address them.Identify key barriers to care and patient’s ability to manage their health and wellness.Facilitate access to necessary services by navigating any barriers to care and advocating on the patient’s behalf.Act as the liaison by consulting and collaborating with members of the health care team.Promote wellness and empower the patient to take an active role in the management of their own health.The PSC will maintain the physician’s administrative and clinical calendars, type correspondence, manuscripts, and documents that may require complex formatting. The PSC will manage preparation for surgical cases, confirm pre-op testing, compile necessary paperwork, and confirm date and time of procedure with patients.The PSC will actively participate in daily team huddles and care team meetings to update team members on the care coordination efforts and status thereof, for any patient requiring or requesting services.In a combined effort with the Care Team, the PSC will support care triage as follows:Effectively manage incoming care need communications from patients and families, whether by phone, care team staff messages or the Patient site.Interface with the patient’s team (medical secretary, nurse, APP, MD) to direct messages to those team members that are most appropriate for timely evaluation and response to patient needs.Assist patients with:Completion of practice appointment schedulingInsurance referral processing or questionsInforming practitioners of medication refillsQuestions regarding lab or other test resultsInsurance and billing questionsMedical forms and record requestsUse of technologies created for patient useAll other administrative mattersHelps orient new staff as appropriate. Active participant in all projects/task administered by the management team. Follows all MGH Urology and Hospital based procedures and policies.Minimum Required:High school diploma, GED or equivalent1-2 years of secretarial, customer service experience or equivalent in a medical or healthcare-related settingPreferred:Some college or Associate’s DegreeExperience in a clinic, medical or healthcare-related settingMassachusetts General Hospital is an Affirmative Action Employer. By embracing diverse skills, perspectives and ideas, we choose to lead. All qualified applicants will receive consideration for employment without regard to race, color, religious creed, national origin, sex, age, gender identity, disability, sexual orientation, military service, genetic information, and/or other status protected under law.

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