Patient Services Coord. II

Patient Services Coordinator (PSC) II

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

Under the general direction of the Practice Manager, the Patient Services Coordinator (PSC) II provides administrative support to healthcare providers in a high-volume ambulatory setting, functioning as the primary interface between the patient and the providers. The PSC II is expected to effectively organize priorities, complete tasks on time and to manage confidential patient information. The PSC II is responsible for scheduling patient appointments, diagnostic testing, coordinating referrals and managed care related issues. Candidate must be able to handle a very busy high volume of calls in each division being covered, and able to shift gears to the guidelines for each specific division they are placed in. The PSC II is expected to take personal and complete responsibility for every customer interaction by creating a welcoming environment and providing outstanding service. This PSC will float between multiple practices within one area at the direction of the Practice Manager, assisting with coverage and completing special assignments as needed.

Qualifications

Principal Duties And Responsibilities: Indicate key areas of responsibility, major job duties, special projects and key objectives for this position. These items should be evaluated throughout the year and included in the written annual evaluation. Required Competencies: Service Excellence

- Demonstrates a commitment to the MGH Mission, Statement of Behaviors, and department service vision.

- Enthusiastically connects with a diverse population of patients, caregivers and colleagues.

- Prioritizes work in alignment with the needs of the patients, family members, caregivers and colleagues.

- Ability to maintain a high level of professionalism in handling all situations diplomatically and courteously.

- Consistently maintains a comfortable, clean and safe setting.

- Adheres to department dress policy.

Attention To Detail

Adheres to assigned schedules to ensure appropriate staffing coverage.

Performs all check-in and check-out functions, as outlined by the MGH/MGPO Front Desk Standards of Operations.

Receives and responds to internal and external telephone calls from patients, caregivers, coworkers and other departments.

Schedules new, follow-up, same day, annual and diagnostic patient appointments.

May help in coverage of front desk and collecting patient co-payments in accordance with the Co-payment Collection Policy.

Communication

Demonstrates strong verbal and written skills.

Provides accurate information and clear explanations regarding appointment requirements, instructions and policies and procedures.

Adapts communication style to varying customer needs.

Employs active listening skills.

Collaboration & Teamwork

Exhibits diplomacy and communicates with others in a manner that demonstrates respect, professionalism and a commitment to the team.

Offers and seeks assistance to and from coworkers that support the team and ensures that patient needs are not compromised.

Provides cross coverage during unexpected and scheduled absences.

Participates in department initiatives and contributes to the team's success. Acts as a liaison between key departments, providers and coworkers.

Assists in mentoring new staff as directed.

Flexibility & Resilience

Demonstrates flexibility and adapts to shifting priorities in response to the needs of patients, caregivers and colleagues.

Responds to change with a positive attitude and remains open-minded.

Demonstrates ability to rebound quickly when confronted with challenging situations.

Demonstrates a willingness to learn. Pro-active Problem Solving and Follow-Through Demonstrates ability to make sound decisions and take appropriate action. Utilizes available resources and recognizes when a situation warrants assistance. Identifies trends and opportunities for improvement.

General Responsibilities:

Answers and triages incoming telephone calls, takes messages and assists patients and families with problem resolution both in-person and over the telephone.

Has the primary responsibility for scheduling and rescheduling patient appointments and utilizes wait list to fill cancelled appointments.

Works closely with the international office to schedule visits.

Reviews the daily patient schedule and ensures that all appropriate preparations are in place to facilitate efficient patient flow for the day.

Ascertain medical records are received and uploaded into Epic for patients prior to visit.

Obtains pertinent new patient information.

Schedules ancillary appointments.

Responsible for assisting and obtaining appropriate referral information from referral source.

Pre-screens incoming referrals according to selection criteria.

Ascertain pt speak with financial office to pay any copayments or out of pocket expenses.

Checks out patients as applicable.

Coordinates prior authorizations for prescriptions.

Coordinates medical documentation, scanning and indexing in Epic.

Coordinates interpreter services and patient rides as necessary.

Responsible for getting mail and sorting mail, incoming faxes and directs correspondence to appropriate recipient.

Coordinates physician clinical schedules.

Provides cross coverage as necessary

Uploads correspondence.

Maintains patient confidentiality in compliance with HIPPA guidelines.

Additional Job Details (if applicable)

Department: MGH Neurology

Schedule: Monday - Friday | 8:30am-5pm| Onsite | Hybrid

Compensation: The pay rate for this position starts at $20.00 per hour, with increases based on the candidate's years of experience.

Benefits: Medical, Dental, Vision, 403b retirement plan, tuition reimbursement, discounted MBTA pass & more!

Remote Type

Hybrid

Work Location

15 Parkman 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:

1200 The General Hospital Corporation 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.