Patient Services Coord. II / 40 Hours / Mgh- Waltham

Wentworth-Douglass Hospital Waltham , MA 02154

Posted 6 months ago

The Patient Services Coordinator II, under supervision of the Practice Manager, provides administrative support to health care providers in a high-volume ambulatory setting, functioning as the primary interface between the care team and the patients. The emphasis is placed on the ability to collaborate and communicate effectively, organize priorities, complete tasks, and manage confidential patient information.

  • Perform all check-in and check-out functions as outlined by the MGH/MGPO Front Desk Standards of Operations

  • Answer incoming phone calls, take messages and assist patients and families with problem resolution. Triage and manage more complex telephone calls utilizing courteous customer service skills

  • Responsible for daily management of all messages received from patients via our secure online patient portal

  • Schedule patient appointments including ancillary services appointments, and facilitate referrals to specialty care as needed

  • Ensure accurate demographic and financial information for each patient encounter

  • Collect copayments as applicable

  • Initiate managed care insurance referrals and obtain prior authorization when indicated for specialty care and other ancillary services

  • Sort correspondence (mail, faxes) and distribute to appropriate individuals

  • Responsible for medical records management to include filing, scanning, chart preparation, and release of medical information in accordance with HIPAA

  • Troubleshoot workflow and scheduling issues to ensure an efficient daily operation

  • Problem solve emerging patient concerns in a timely and appropriate manner

  • Provide support and information to providers to problem solve and manage complex administrative patient issues

  • Maintain confidentiality and privacy consistent with HIPAA guidelines

  • Provide cross coverage for other administrative staff members during absences, vacations and variations in workflow as needed

  • Assist with orientation and training of new staff when applicable

  • Perform all other related tasks which would facilitate the flow of patients through the practice or which would enhance the quality of service to patients

  • Knowledge of computer skills necessary to use appropriate modules of Epic to include appointment scheduling, referral management and electronic medical record navigation

  • Good command of the English language

  • Strong interpersonal, organizational and time management skills

  • Ability to work collaboratively and independently

  • Ability to problem solve and function as a resource to other members of the team, and resolve complex issues on behalf of the providers and patients

  • Ability to multi-task, prioritize effectively and exhibit composure in a fast-paced environment

  • Understanding of managed care and other insurance related issues

  • Knowledgeable and compliant in all hospital, state and federal regulatory requirements, including hospital policies and procedures (where applicable to the job), Joint Commission on Accreditation of Healthcare Organizations (JCAHO), and Health Insurance Portability and Accountability Act of 1996 (HIPAA).

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Patient Services Coord. II / 40 Hours / Mgh- Waltham

Wentworth-Douglass Hospital