Patient Service Coordinator II

Site: The Brigham and Women's Hospital, Inc.

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.

Job Summary

Department of Neurosurgery:
Monday - Friday 8am to 4:30pm | Onsite

Performs both administrative and clinical functions to support smooth and efficient clinical service or practice operations under general supervision. Performs basic clerical work and tasks that are repetitive and routine. Administrative duties related to patient visits including scheduling, check-in, check-out duties. Actual job duties may vary by Department.

- Perform duties under moderate supervision with intermediate to advanced proficiency in administrative skills.
- Provide routine and more complex administrative support such as typing memos and letters, answering telephones, and taking and distributing messages.
- Coordinate calendar and schedules including coordinate calendars for several managers or coordinates events for department.
- Proofread and edit manuscripts, perform library or literature searches, and help to create and edit presentation materials. Work with less direction with ability to create more advanced material.
- Helps to prepare and edit grant applications and other related materials with less direction and more applicable knowledge of the process.
- Perform transcription of dictated physician notes.
- Assist with training and orienting staff as needed.
- Provide cross coverage as needed.
- Assist with special projects as directed.
- Follow HIPAA guidelines for the management of patient privacy and confidentiality.
- Other duties, as assigned.

Qualifications

• High school diploma or GED is required.
• Office experience of 2-3 years is desired.
• 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.
• Well organized and good time management skills to manage multiple tasks effectively, follow established protocols, and work within systems.

Additional Job Details (if applicable)

Job Specific Duties and Responsibilities:

1. Office Operations:

• Respond to a variety of incoming calls to the physician's practice, handle patient inquiries and issues in a timely and effective manner
• Treat all customers with dignity and respect.
• Return all patient phone calls within the same day.
• Provide patients with progress updates on appointments, procedures, etc.
• Interact with Brigham and Women's Hospital departments, referring clinics and physicians' offices in order to coordinate services for patients.
• Sort and review all physician correspondence.
• Maintain clinical and administrative meetings calendar for the physician(s).
• Assist physician with travel, lecture arrangements.
• Assist physician with submission and tracking of all business expense reimbursements in conjunction with the Finance Manager.

​2. Clinic Responsibilities:

• Schedule new and established patient visits in Epic and diagnostic testing as required.
• Prepare and send out new patient greeting letters with appropriate paperwork for the upcoming visit.
• Prepare charts for clinic ensuring that the chart is up to date and contains all patient correspondence received prior to the visit, as well as diagnostic results.
• Notify Operations Manager and/or clinic staff to block off the physician schedule in Epic when surgeon is out of the office; inform him/her that surgeon is out of the office as soon as information is known (add this information to the MD Away Calendar as well to ensure OR time is released)
• Run patient eligibility in Epic prior to clinic to ensure patients have active insurance information on file.

3. Billing Function:

• Serve as a liaison to insurance companies and provide them with all necessary information in order to obtain prior authorizations.
• Ascertain work related visits and cases; obtain all necessary worker compensation information necessary to initiate and complete negotiations and billing.
• Complete referral management process in conjunction with Patient Service Center, including reviewing, updating and completing and missing information.
• Ensure that referrals obtained for all clinic visits are up to date and accurate.
• Perform demographic and insurance eligibility checks in Epic, Nehen and Emdeon. Review and correct any information that is found through eligibility checks.
• Review surgical schedule and work with Billing Manager to ensure charges are going out appropriately.
• Review logs of outstanding OR dictations and work with physician to ensure timely signing and finalization of operative notes.
• Ensure all physician notes are dictated and final signed within the required time period so billing can go out.

4. Surgical scheduling:

• Schedule all surgical procedures and Weiner Center pre-operative screening appointments in Epic.
• Notify patient and confirm arrangements.
• Schedule all radiological testing in Percipio and assist with the prior authorization process.
• Work with clinical team to ensure that patient has all pre-operative educational materials.
• Confirm all bookings in system and with patient prior to the procedure date and within appropriate timelines.
• Notify OR Schedule Manager of any unused surgical block time as soon as the information becomes available.

5. Maintain accurate files:

• Develop and maintain accurate and up to date electronic files for confidential patient information (patient charts), correspondence, administrative issues and research information for articles and papers that are readily available upon request.

6. Prepare all correspondence:

• Provide insurance companies with requested information in order to complete filings and documentation for motor vehicle, worker’s compensation, disability claims and insurance inquiries pertaining to our services.
• Review and edit all office notes and transcriptions in Epic.

Remote Type

Onsite

Work Location

10 Vining Street

Scheduled Weekly Hours

40

Employee Type

Regular

Work Shift

Day (United States of America)

Pay Range

$17.71 - $24.94/Hourly

Grade

3At Mass General Brigham, we believe in recognizing and rewarding the unique value each team member brings to our organization. Our approach to determining base pay is comprehensive, and any offer extended will take into account your skills, relevant experience if applicable, education, certifications and other essential factors. The base pay information provided offers an estimate based on the minimum job qualifications; however, it does not encompass all elements contributing to your total compensation package. In addition to competitive base pay, we offer comprehensive benefits, career advancement opportunities, differentials, premiums and bonuses as applicable and recognition programs designed to celebrate your contributions and support your professional growth. We invite you to apply, and our Talent Acquisition team will provide an overview of your potential compensation and benefits package.

EEO Statement:

2200 The Brigham and Women's Hospital, Inc. is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religious creed, national origin, sex, age, gender identity, disability, sexual orientation, military service, genetic information, and/or other status protected under law. We will ensure that all individuals with a disability are provided a reasonable accommodation to participate in the job application or interview process, to perform essential job functions, and to receive other benefits and privileges of employment. To ensure reasonable accommodation for individuals protected by Section 503 of the Rehabilitation Act of 1973, the Vietnam Veteran’s Readjustment Act of 1974, and Title I of the Americans with Disabilities Act of 1990, applicants who require accommodation in the job application process may contact Human Resources at View phone number on aiapply.co.

Mass General Brigham Competency Framework

At Mass General Brigham, our competency framework defines what effective leadership “looks like” by specifying which behaviors are most critical for successful performance at each job level. The framework is comprised of ten competencies (half People-Focused, half Performance-Focused) and are defined by observable and measurable skills and behaviors that contribute to workplace effectiveness and career success. These competencies are used to evaluate performance, make hiring decisions, identify development needs, mobilize employees across our system, and establish a strong talent pipeline.