The Patient Services Coordinator II, under general supervision, provides administrative support to health care providers in a high-volume ambulatory setting, functioning as the primary interface between the patient and the providers. The emphasis is placed on the ability to organize priorities, complete tasks, manage confidential patient information, schedule patient appointments, diagnostic testing, referrals and other managed care related issues. Serves as an overall resource person for support staff.
Performs all check-in and -out functions, as outlined by the MGH/MGPO Front Desk Standards of Operations.
Submit prior authorizations to insurance company for medication and formula requests.
Schedule hospital procedures and work with patient's insurance company to obtain prior authorization when applicable
Provides support and information to providers to problem solve and manage complex administrative patient issues
Understands all HMO, Managed Care and other Third Party Insurers. Functions as a resource for patients around managed care plans, insurance and referral issues.
Understands financial services and self-pay resources and provides patients with information as needed.
Triages and manages more complex telephone calls, utilizing courteous customer service skills.
Maintains confidentiality and privacy, which is consistent with HIPAA guidelines.
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.
Schedules patient appointments for specialty visits and diagnostic testing, as required. Coordinates the scheduling of diagnostic testing.
Provides cross coverage for other Practice staff members for absences, vacations, etc. and during variations in workflow, as needed
Assists with training and orientation of new staff, where applicable.
Performs all other related tasks which would facilitate the flow of patients through the practice, or which would enhance the quality of service to patients.
Works on special projects as directed.
Knowledge of computer skills necessary to use appropriate modules of Epic, electronic medical record modules, and Microsoft Office products.
Good command of the English language, including medical terminology
Exceptional organizational skills, flexibility to manage multiple tasks and the accurate attentive to details.
Ability to work independently or within a team environment
Excellent and effective interpersonal and communication skills
High school Diploma required
Associate's Degree in Secretarial Science/Business, or a Secretarial Training Certificate Program desirable
Minimum of 3 years secretarial experience or equivalent in a medical or health care related setting
Massachusetts General Hospital