Patient Services Coord. II

Mass General Brigham•Boston, MA

6d•Hybrid

About The Position

The Patient Service Coordinator II (PSC II) plays a key role in supporting the clinical, operational, and academic missions of the Department of Orthopaedic Surgery. This position offers a unique opportunity to work alongside nationally recognized orthopaedic surgeons while contributing to innovative patient care initiatives. Reporting to the Administrative Manager, the PSC II provides comprehensive administrative support within a fast-paced ambulatory surgical practice. Responsibilities include coordinating patient appointments, supporting clinical operations, assisting with surgical scheduling, obtaining authorizations for advanced treatments, and ensuring a seamless patient experience. The ideal candidate is highly organized, detail-oriented, comfortable working independently, and able to manage multiple priorities in a dynamic healthcare environment. Candidates with a clinical background and experience using Epic are strongly preferred.

Requirements

High School Diploma or GED
Minimum of 1–2 years of related experience in an ambulatory or surgical healthcare setting
Ability to work independently with minimal supervision.
Strong collaboration skills and ability to work effectively within a healthcare team.
Excellent interpersonal and customer service skills.
Strong verbal and written communication abilities.
High degree of computer proficiency and comfort with healthcare information systems.
Strong analytical and problem-solving skills.
Excellent organizational and time-management abilities.
Exceptional attention to detail.
Ability to maintain professionalism, confidentiality, and respect for individual patient needs.

Nice To Haves

Clinical background
Experience with Epic electronic medical record system
Surgical scheduling and/or prior authorization experience

Responsibilities

Schedule and manage outpatient appointments for assigned providers.
Coordinate clinic schedules and ensure accurate appointment management.
Manage patient phone calls and respond to inquiries in a timely manner.
Monitor Epic in-baskets and route messages appropriately.
Ensure patients, families, and caregivers understand instructions related to procedures, tests, treatments, and follow-up care.
Notify providers or leadership when additional patient education or follow-up is needed.
Assist with surgical scheduling and case entry as directed.
Coordinate pre-operative requirements and ensure timely completion of necessary testing and clearances.
Work collaboratively with clinical staff and external providers to obtain surgical clearances.
Support management of surgeon operating room block time to maximize efficiency and patient access.
Obtain pre-authorizations for advanced treatments, including imaging studies and injections.
Process and manage patient-related documentation, including: Disability paperwork, Leave of absence forms, Medical letters, Progress updates and related documentation.
Maintain provider calendars, ensuring patient care and administrative activities are appropriately scheduled and conflict-free.
Prepare patient charts and support clinic readiness activities.
Deliver exceptional customer service to patients, families, and visitors.
Respond promptly to tasks, requests, and operational needs.
Support departmental initiatives, process improvements, and workflow changes.
Attend department and staff meetings as required.
Maintain compliance with all hospital, departmental, regulatory, and accreditation requirements.
Adhere to Orthopaedic Surgery policies and procedures.
Perform additional duties and special projects as assigned.
Provide coverage for patient check-in and check-out activities as needed.
Assist in maintaining efficient patient flow throughout the clinic.
Provide backup phone coverage for the practice.
Assist colleagues, including surgical schedulers and administrative staff, as directed by leadership.
Serve as a resource for patients, visitors, and hospital personnel while following departmental and organizational policies.
Participate in departmental projects and practice-specific initiatives.