Rehabilitation Services-Patient Coordinator II

Mass General Brigham•Boston, MA

3d•$19 - $28•Onsite

About The Position

In a clinical setting, performs a variety of patient service and administrative duties and office work. Typically requires experience. Must be patient focused. Schedules patient appointments, obtains referrals, collects copayments and registers patients. Assists in training other staff members in front desk responsibilities. Additionally has responsibility for billing, patient flow, medical record preparation, office supplies, coordination of patient care amongst speech, occupational and physical therapy, as well as therapist schedules.

Requirements

High School Diploma or Equivalent required
3-5 years Medical Environment or clinical practice
Staff adheres to all I C.A.R.E. Standards.
Ability to communicate with patients, families, the interdisciplinary team, and colleagues to achieve clinical goals.
Outstanding interpersonal skills: communicating in a positive, professional manner.
Ability to carry out responsibilities of the position with patients with use of interpreter, cultural differences, department age ranges and special needs the patient may have
Computer skills.
Understanding of HMO, Managed Care and various coverage options.
Ability to work independently exercising excellent judgement.
Ability to prioritize challenging workload with strong problem solving skills.

Nice To Haves

Associate's Degree or Bachelor's Degree preferred in secretarial sciences.
Acute Hospital experience preferred

Responsibilities

Performs patient service and administrative responsibilities.
Initiates the patient’s introduction to the department greeting patients, answering the phone and providing information to our patients.
Schedules initial appointments and follow up appointments in scheduling system.
Endeavors to shorten the waiting time for appointments and maintain productive schedules for treating therapists. Endeavors to control no show and cancellation rate.
Answers telephone and follows up taking appropriate messages. Returns patient calls in timely manner. Uses voicemail minimally, endeavoring to provide the personal touch in the patient experience.
Completes template adjustments and time off requests, holiday blocks in Chart Links Schedule System.
Monitors schedule and provides problem solving assistance to receptionist to facilitate balanced and full clinician schedules.
Registers patients into computer system, taking accurate information. When unable to easily find correct information, asks for help, or provides correction at a later appropriate time.
Strives to register patients over the phone prior to arrival in the department.
Facilitates insurance information into the department and to the billing department.
Strives to stay current with health insurance, and benefits.
Works to minimize denials in conjunction with Department Reimbursement and Eligibility Specialist.
Assures timely registration of patients from physician office suites particularly Hand and Splint Patients.
Collects copayments from patients in a service orientated manner with accuracy.
Completes computerized accounting of collections each shift, and processes to Accounts receivable. Reconciles drawers each day.
Oversees charge input daily. Monitors staff charge sheets for accuracy and completeness. Reviews printout of generated charges for accuracy.
Corrects outpatient registration monthly from reoccurring patients for finance department in conjunction with Reimbursement and Eligibility Specialist.
Inputs and corrects ICD numbers as able.
Resolves patient issues and works to bring a positive outcome to difficult patient encounters. Provides problem solving assistance to receptionist as well.
Work as a member of the Rehabilitation Department Team as well as the greater hospital interdisciplinary team. Strives to work harmoniously with others and develop positive and effective working relationships, and demonstrate a team attitude toward rehabilitation.
Uses tact and diplomacy when dealing with difficult issues.
Effectively interacts with all levels of management and team.
Establish and maintain a responsible work plan.
Orders office supplies on a timely basis with awareness to the budget.
Takes initiative to problem-solve departmental issues including maintenance, telecom, and IT.
Records consults for inpatient Speech, PT, and OT. Facilitates staff picking up the consults.
Assists with training/orientating new staff to front desk for coverage and to assist with their job.
Participates in department or hospital wide committees.
Plans and implement staffing for front desk. Including coverage for planned and unplanned absences, covering peak volume periods, and scheduled staff breaks.
Demonstrates the ability to identify patient and departmental priorities and respond appropriately.
Meets regularly with clinical supervisor/outpatient manager to identify abilities and promote patient care, communication and assist in professional development.
Communicates to supervisor any problems, concerns, issues, suggestions, recommendations and works to resolve in a timely manner. Assists to develop programs within the department.
Demonstrates flexibility in scheduling to accommodate needs of patients and department.
Attends Administrative Support Meeting to facilitate patient care and staff support. Facilitates problem solving and implementation of regulatory changes.