Patient Service Coordinator

Site: Martha's Vineyard 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
Summary
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, appointment coordination, check-in, check-out, inbasket and work queue management, along with other duties. Actual job duties may vary by Department.

Does this position require Patient Care?
No

Essential Functions
-Perform routine administrative and clerical duties relating to a clinical service or physician practice office.


-Verifies and updates patient demographic, financial, and referral information into the computer in strict compliance with established department procedures for the purpose of scheduling of an appointment.


-Perform check-in and check-out duties, including but not limited to information verification and updates, copay collection, insurance eligibility checking.


-Ask patients applicable screening questions as directed by manager, or MGB policy or protocol.


-Manage incoming requests for appointments, makes appointments and maintains appointment records.


-Handles, screens, and/or takes messages related to prior authorizations and referrals.


-Monitors patients in waiting areas and responds to any needs for information.


-Provides basic information and instructions to patients regarding the practice and Hospitals across the enterprise.


-Maintains confidentiality and privacy consistent with HIPAA guidelines.


-Greets and assists patients in flow processes.


-Provides excellent customer service to both internal and external customers of the Mass General Brigham Hospitals and ambulatory practices; supports ongoing communication and provides service recovery when needed with patients and referring physicians.


-Coordinates care with other departments as needed.


-Assist with schedule template management at the direction of manager/leadership.


-Works with other department staff and leaders to optimize schedules and enhance care coordination for patients.


Qualifications

Education
High School Diploma or Equivalent required

Can this role accept experience in lieu of a degree?
No

Licenses and Credentials

Experience
customer service work experience, specifically in a contact/call center environment 0-1 year required experience in a medical office or health care setting, with Epic experience 0-1 year preferred

Knowledge, Skills and Abilities
- Excellent customer service skills.
- Knowledge of basic computer skills, including demonstrated ability to effectively use of Microsoft Outlook, Excel and general data entry concepts and search functionality.
- Strong communication, interpersonal and team skills.
- Ability to exercise judgment in dealing with sensitive, confidential information.
- Detail-oriented with the ability to enter information accurately on paper and into electronic systems.
- Ability to handle a high volume of patients and work in a fast-paced environment.
- Requires ability to translate the request of the patient or referring office into the appropriate action - appointment scheduling or cancelling, message to the provider, update insurance or demographic information - using the tools and protocols available.
- Requires an in-depth knowledge of the referral triage processes and knowledge of insurance stipulations that may affect appointment scheduling.

Additional Job Details (if applicable)

Physical Requirements

• Standing Occasionally

• Walking Occasionally

• Sitting Constantly

• Lifting Occasionally

• Carrying Occasionally

• Pushing Rarely

• Pulling Rarely

• Climbing Rarely

• Balancing Occasionally

• Stooping Occasionally

• Kneeling Rarely

• Crouching Rarely

• Crawling Rarely

• Reaching Occasionally

• Gross Manipulation (Handling) Constantly

• Fine Manipulation (Fingering) Frequently

• Feeling Constantly

• Foot Use Rarely

• Vision - Far Constantly

• Vision - Near Constantly

• Talking Constantly

• Hearing Constantly

Remote Type

Onsite

Work Location

One Hospital Road

Scheduled Weekly Hours

40

Employee Type

Regular

Work Shift

Day (United States of America)

Pay Range
$21.32 - $44.22/Hourly

Grade
SM1207

At 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:

1550 Martha's Vineyard 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 click.appcast.io.

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.