Patient Services Coordinator III

Mass General Brigham•Boston, MA

22h•$19 - $28•Hybrid

About The Position

Under the general supervision of the Administrative Manager, the Patient Services Coordinator III provides administrative support to multiple providers in the Department of Radiation Oncology. The primary role of the incumbent is to coordinate patient care from the point of registration and verifying insurance to collecting records and scheduling all appointments. Works closely with all physicians, residents, nurses, and other clinical staff to ensure the efficient and effective day-to-day functioning of workflows within a dynamic, fast-paced clinic. Requires excellent communication and customer service skills to interact with patients in a professional and friendly manner as well as discretion and sound judgment to organize priorities, complete tasks, and handle confidential information. Must be a high performer capable of consistent quality work with well-developed organizational and communication skills and possess strong computer skills. Works independently, receiving minimal supervision and guidance.

Requirements

Minimum of 3-5 years of directly related experience required such as employment in a health care setting, preferably a physician’s office.
Must be proficient in Microsoft Office applications, (Word, PowerPoint, Excel)
High School Diploma or GED required; college education preferred.
Knowledge of medical terminology
Excellent customer service skills
Demonstrated ability to work independently, with limited supervision, to resolve issues and prioritize work
Demonstrated experience to interface with various levels of the practice, especially with the knowledge and issues related to managed care
Is organized, attentive to detail and able to achieve outcomes with the team
Team player with excellent interpersonal and communication skills.
Ability to work well under pressure in fast-paced, high throughput environment
Demonstrates an understanding of Disaster protocols to include fire, safety, code calls, per the mandatory training, as outlined by MGH and JCAHO guidelines
Must possess strong problem-solving skills and ability to exercise discretion and work independently
Demonstrated ability to multitask and set priorities
Time management and organizational skills are essential
Requires physical ability to do computer work, lift records (approximately 5-10lbs) and walk distances between functional areas of responsibility.

Responsibilities

Acts as liaison between the patient and the practice; triages all patient calls to NP, Resident or MD as appropriate
Handles high volume of patient calls and resolves all issues using sound judgment
Assures complete and documented financial information for each patient prior to scheduling
Schedules patient appointments using multiple systems or resources
Ensures accuracy of advanced complex scheduling of patient appointments
Generates letters, emails, and Patient Gateway messages to communicate appointment details
Places orders and schedules imaging studies in EPIC, obtaining authorization as required
Obtains copies of imaging done at outside facilities and uploads scans to Epic
Obtains medical records from outside facilities for new patients
Completes external referrals upon request
Provides coverage to other administrative assistants when necessary
Assists in training and orienting new staff to scheduling processes and procedures in accordance with best practice and department policies
Works to ensure HIPAA Confidentiality and Privacy Policies are fully implemented
Responds to and resolves all patient issues and complaints
Works closely with the clinical staff to determine needs and solve problems.
Attends monthly staff meeting
Performs all other duties or special projects that are unit specific and are appropriate to this level of position.