Patient Services Coordinator, Call Center - Nantucket

Mass General Brigham•Nantucket, MA

19h•$26 - $49•Onsite

About The Position

The Patient Services Coordinator provides administrative support to health care providers in a high-volume ambulatory setting and serves as a primary point of contact between patients and providers. The role manages patient flow from check-in through check-out and is responsible for creating a welcoming environment and providing courteous, effective service. Work includes organizing priorities, scheduling appointments and diagnostic testing, coordinating referrals and authorizations, managing insurance and other managed-care issues, and handling confidential patient information. The coordinator works with colleagues and clinicians in one or more ambulatory settings, supports communication among patients, caregivers, providers, and departments, and provides cross-coverage when needed. The position operates in a fast-paced practice environment and requires flexibility, organization, sound judgment, and the ability to manage multiple demands. The role is onsite at Nantucket Cottage Hospital and is scheduled for 40 hours per week on the day shift, with days, evenings, weekends, and holidays required and availability during declared hospital emergencies.

Requirements

High school diploma required.
English proficiency in speaking, reading, writing, and typing required.
Strong interpersonal, verbal, and written communication skills; ability to communicate professionally and tactfully with internal and external customers.
Ability to work cooperatively on a team and independently, and to communicate effectively with patients, caregivers, colleagues, and providers.
Proficiency with MS Windows and strong keyboard skills; computer skills including MS Office required.
Understanding of managed care and other insurance plans required.
Knowledge of HIPAA confidentiality and privacy policies and NCH/NCMG emergency protocols required.
Strong organization, attention to detail, flexibility, problem-solving, and ability to manage multiple tasks and adapt to changing priorities.
Ability to handle stress and work in emergency situations.
Ability to use fingers and hands to operate department equipment, including a beeper, telephone, calculator, fax, and related office equipment.
Ability to stand and walk frequently, sit, bend, reach, stoop, squat, climb, assist with lifting objects, and move patients by wheelchair or stretcher; able to help lift objects weighing five to fifty pounds.
Ability to maintain a professional manner and work courteously with diverse patient, staff, and provider groups.
Availability to work days, evenings, weekends, and holidays, and during a declared hospital emergency.

Nice To Haves

Associate degree in Secretarial Science or Business, or a secretarial training certificate program.
Medical experience in a doctor's office.
At least two years of secretarial experience or equivalent in a medical or health care setting.
Knowledge of scheduling systems.
Knowledge of medical terminology and experience with Epic systems.
Valid driver's license for local errands or equipment delivery, if required.

Responsibilities

Schedule and reschedule patient appointments according to established guidelines, using wait lists to fill cancellations.
Answer and triage incoming calls, take messages, and help patients and families resolve issues in person and by telephone, including through the MD access line.
Make appointment confirmation calls and send confirmation letters when applicable; monitor Televox confirmations and Patient Gateway daily.
Review daily schedules and prepare for patient visits, ensuring patient flow and accurate demographic and insurance information.
Greet patients and visitors; perform check-in and check-out duties, collect payments, communicate anticipated wait times, and obtain required paperwork and patient information.
Explain appointment requirements, instructions, policies, procedures, insurance, referrals, and financial-service or self-pay resources to patients as needed.
Verify insurance electronically and coordinate managed-care, referral, and prior-authorization issues.
Schedule diagnostic and ancillary appointments and work with Nantucket Cottage Medical Group and Nantucket Cottage Hospital departments to coordinate visits.
Coordinate interpreter services and patient transportation when necessary.
Print pre-visit summaries and labels at check-in and after-visit summaries at check-out within the hospital campus.
Obtain referral information, pre-screen incoming referrals according to selection criteria, and assist with referral coordination.
Coordinate medical documentation, scanning, and indexing in the electronic medical record.
Navigate Epic, legacy systems, Patient Gateway, and Microsoft Office; may serve as a super-user when applicable.
Sort mail and incoming electronic fax queues and route correspondence to the appropriate recipient.
Coordinate clinical and/or physician administrative schedules.
Maintain patient confidentiality in accordance with HIPAA guidelines.
Provide cross-coverage, including lunch and vacation coverage and coverage across ambulatory departments as needed.
Support team initiatives, act as a liaison among departments, providers, and coworkers, and assist in mentoring new staff as directed.
Perform other duties as assigned.