Clinic/Practice Assistant Senior

Patient Services Coordinator

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.

Receiving general direction from the Practice Manager, this position is responsible for the operational and organizational coordination of the HOPE Clinic, a perinatal and pediatric clinic for women with substance use disorder and their families. The Patient Services Coordinator will be part of a collaborative care team of a social worker, recovery coach, physicians, midwife, nurse case manager, and resource specialist who facilitate obstetric, pediatric, psychiatric, and addiction care for all patients of the HOPE Clinic. Drawing on a broad understanding of hospital policies and displaying a high degree of initiative and independent judgment, the Patient Services Coordinator coordinates the day-to-day administrative needs of the clinic and manages a wide range of service issues on a daily basis.

Principal Duties And Responsibilities:

During clinic sessions, the Patient Services Coordinator staffs the front desk and performs all check-in and -out functions, as outlined by the MGH/MGPO Front Desk Standards of Operations. Has primary responsibility for answering clinic phone calls during business hours.

Schedules patient appointments and creates/updates provider schedule templates in Epic.

Completes reminder phone calls for patient appointments, including COVID-19 screening.

Support RN care manager and clinical staff in completing administrative tasks to enable clinic to function, including but not limited to:

• working with patients and pharmacies to trouble shoot prescription issues;
• supporting insurance prior authorization process and approval;
• supporting staff in WIC paperwork and other pediatric referrals
• drafting letters of engagement;
• managing paperwork for community referrals including releases of information;
• ensuring collection of outside records upon direction from RN;
• collaborating with research team around patient logistics
• assisting patients with transportation (PT1 forms)
• organizing meetings with patients and clinical team members as directed

Understands all HMO, Managed Care and other Third Party Insurers. Functions as a resource for patients around managed care plans, insurance and referral issues, with an ability to perform electronic insurance verification.

Understands financial services and self-pay resources and provides patients with information as needed.

Completely performs and is a resource to other team members in all revenue enhancement activities, including but not limited to registration verification, co-payment collection, cash management, encounter form reconcilement, etc.

Maintains confidentiality and privacy, which is consistent with HIPAA guidelines. Maintains highest level of professionalism at all times and operates with discretion when working with patients and families with history of substance use disorders.

Prepare necessary appointment materials, such as MassPAT records, Release of Information forms, intake documentation, PROMS, etc.

Coordinates the scheduling of diagnostic testing.

Coordinates and tracks referral appointments and visits. Field new referrals from outside sources, including checking the Ambulatory Referral Order Workqueue three times per week.

Sends paperwork from clinic to Health Information Management to be scanned into the medical record.

Manages the HOPE Clinic patient database, keeping it up to date.

Utilizes various communication threads appropriately/as outlined (pager, EPIC, Microsoft Teams, emails)

Provides training and orientation to new staff, where applicable.

Provides cross coverage for other SUD practices for absences, vacations, etc. and during variations in workflow, as needed.

Works on special projects as directed.

Additional Job Details (if applicable)

Remote Type: Onsite

Work Location: 100 Blossom Street

Scheduled Weekly Hours: 40

Employee Type: Regular

Work Shift: Day (United States of America)

Pay Range: $19.37 - $27.71/Hourly

Grade: 4At 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.