Patient Services Coordinator III

Mass General Brigham • Boston, MA

1d • $19 - $27 • Onsite

About The Position

Mass General Brigham relies on a wide range of professionals, including doctors, nurses, business people, tech experts, researchers, and systems analysts to advance our mission. As a not-for-profit, we support patient care, research, teaching, and community service, striving to provide exceptional care. We believe that high-performing teams drive groundbreaking medical discoveries and invite all applicants to join us and experience what it means to be part of Mass General Brigham. The Patient Services Coordinator III plays a key role in supporting the Avon Comprehensive Breast Center’s busy surgical practice. Working under the direction of the Practice Administrator, this position coordinates complex administrative workflows, ensures smooth day‑to‑day operations for providers, and delivers exceptional support to both clinical staff and patients. This role is ideal for someone highly organized, proactive, and committed to delivering outstanding patient‑centered service. Job Summary Under the direction of the practice administrator, the Patient Services Coordinator III functions within the Avon Comprehensive Breast Center coordinating administrative functions for a complex surgical practice with supporting administrative responsibilities. Assists with the effective management of the provider’s daily operations.

Requirements

• High School Diploma or Equivalent required
• Office experience 3-5 years required
• Strong technology and MS Office skills – Advanced Outlook, Word, Excel, PowerPoint
• Knowledge of office operations and standards and understanding of office procedures including filing, copying, scanning, printing and faxing.
• Ability to use phone system and manage more non-routine phone calls and solve routine issues as appropriate.
• Communicating effectively in writing as appropriate for the needs of the audience and Talking to others to convey information effectively.
• Understanding written sentences and paragraphs in work related documents, to correspond and communicate with others clearly and effectively (including composing/editing e-mail, memos and letters), and to take complete and accurate messages.
• Managing one's own time and the time of others.
• Well organized and good time management skills to manage multiple tasks effectively, follow established protocols, and work within systems.
• Ability to proofread and edit written documents.
• Demonstrated ability to work independently, with limited supervision, resolve issues, be organized, attentive to detail and achieve outcomes within the team.
• Demonstrates effective interpersonal and communication skills.
• Effectively interacts with all levels of management.
• Demonstrates knowledge of HIPAA Confidentiality and Privacy policies.
• Demonstrates an understanding of Disaster protocols to include: fire, safety, code calls, per the mandatory training, as outlined by MGH and JCAHO guidelines.

Responsibilities

• Perform all duties and responsibilities of a PSC I and II
• Schedules patient office appointment using Epic including scheduling for more than one facility; coordinates appointments with those of other consulting physicians or primary care physician as appropriate.
• Schedules new patients over the telephone or on day of appointment, obtaining all necessary information in a courteous manner; creates office medical records for new patients
• Retrieves medical records prior to patient office visit; ensures that all necessary laboratory and radiological test results and medical records are received from within and outside of MGH, and properly filed prior to patient’s office visit; is knowledgeable in the use of computer applications needed to obtain above information.
• Answers patient/family questions regarding appointments as appropriate.
• Arranges for interpreter services as needed prior to patient appointment.
• Schedules follow-up appointments and laboratory or radiology testing in a timely and courteous manner; prepares appropriate requisition/paperwork and arranges for specimen retrieval as necessary; ensures that any necessary follow-up is scheduled at the appropriate time in the future.
• Responds to requests from billing service or third party carriers for information, corrections, etc
• Re-schedules any canceled appointments in a timely manner.
• Responds to requests from physicians’ offices, family, or government agencies for letters of medical necessity, letters to schools, copies of medical records, etc. as necessary.
• Retrieves and returns hospital medical records for physicians for research, signature, billing, etc. as needed.
• Coordinates the scheduling of multiple appointments using multiple systems or resources.
• Investigates and resolves issues relating to and arising from the referral and/or billing process, which interrupts the delivery of care to a patient or the reimbursement for services rendered.
• Addresses patient questions, complaints and concerns.
• Possesses a thorough knowledge of all HMO, managed care, other third party insurers, and available patient financial services/resources.
• Assists in resolving identified issues, working collaboratively with practice management.
• Implements resolutions.
• Coordinates complex workflow and multiple schedules for provider to insure an efficient daily operation.
• Troubleshoots workflow issues as needed.
• Assists with special projects as required.
• Projects may include such topics as obligations to insurers, hospital issues of compliance and/or Operations Improvement Initiatives.
• Special projects as assigned by Practice Manager, Director and / or Division Chief.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: High school or GED