Patient Service Coordinator

Job Title

Performs both administrative and clinical functions to support smooth and efficient clinical service or practice operations under general supervision.

Essential Functions

Performs 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. Performs check-in and check-out duties, including but not limited to information verification and updates, copay collection, insurance eligibility checking. Asks patients applicable screening questions as directed by manager, or MGB policy or protocol. Manages 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. Assists 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)

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.

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.

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.