GENERAL SUMMARY/ OVERVIEW STATEMENT: Summarize the nature and level of work performed. Please note that this section should be written in a paragraph format and provide a broad description of the role and its purpose as well as the reporting structure.
The Patient Services Coordinator II, under the general supervision of the Operations Manager and Manager of the Scheduling Service Center, provides administrative support to health care providers in a high-volume ambulatory and in-patient setting, functioning as the primary interface between the patient and the providers. The incumbent performs various reception and/or scheduling tasks for the various divisions of the Imaging Department.
Schedules patient appointments using an online scheduling system. Edits, cancels, confirms patient appointments. Receives patients and directs them to the appropriate testing area, arranging for escort services as required and instructing patients in gowning procedures.
Previews, online, the daily schedule; prints, sorts and distributes daily schedule and functions as a resource for Level I Patient Service Coordinator as well as other staff within the appropriate Imaging divisions. Checks and confirms patient demographics and insurance information.
PRINCIPAL DUTIES AND RESPONSIBILITIES: In order of importance, list essential 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. This section should be completed as a bulleted list and explain how the role is performed.
May include duties and responsibilities of the Clerk or Office Assistant as well as:
Using the EPIC enterprise system, orders and schedules inpatient and outpatient tests. Obtains patient history and other pertinent clinical data (i.e., allergies, precautions, etc.) Verifies routing of patient reports, physician name, and patient location. Confirms availability of exam rooms and keeps abreast of any schedule deviations and instrument downtime.
Edits cancel and reschedule test requests. Informs patients and /or physicians of potential schedule changes. Acts as the liaison to Radiologists, other hospital units or departments regarding Exam Insurance Precertification, Same Day scheduling, Important Finding Alerts (IFA), Wet Read, and other Radiologist initiated procedures to include assistance with coordination of discussion between Radiologists and physicians in reporting Critical Findings if necessary.
Responds to telephone requests and processes telephone calls according to established telephone guidelines and hospital patient confidentiality policy.
Greets and receives patients as they arrive for appointments as outlined. Provides information to patients, visitors, and Hospital personnel, observing Hospital and Department policies and procedures.
Checks in patients, verifying demographic, financial, and clinical information. Confirms appointment time and confirms accuracy of the related computer printouts and /or requisitions.
Assists patients in gowning procedures and explains exam preparation procedures. Arranges escort services to appropriate testing areas as necessary. Maintains the physical environment for reception areas and waiting rooms.
Performs all other related tasks which would facilitate the flow of patients through the department or which would enhance the quality of service to patients, including receiving co-payment where applicable
Provides cross-coverage. Able to adapt to flexible work hours in a variety of divisions. Assists with training and orientation of new staff, where applicable.
Knows medical terminology.
Arranges for follow-up appointments.
Ensures the completeness of all forms.
Acts as a liaison between MGH hospital's main campus and all MGH facilities and physician offices.
Generates Quality Assurance statistics.
Provides functional guidance to Patient Service Coordinator I and cross-coverage in area-specific divisions.
Coordinates and tracks appointments and offers assistance by contacting Interpreter Services when necessary.
Maintains the confidentiality and privacy of protected health information consistent with HIPAA requirements
Participates in or leads staff meetings as requested or assigned.
Performs all other practice-specific and appropriate duties to this level of position and/or are directed by the manager.
SKILLS & COMPETENCIES REQUIRED: This section should be a bulleted list of minimum requirements explaining the skills (what the individual is trained for) and competencies (measurable as defined by the job) necessary to perform the job
Good organizational skills and the ability to prioritize and multi-task in a busy environment.
Ability to identify emergent situations, formulate solutions, and execute such with minimum direction from supervisor.
Effective interpersonal and communication skills. Excellent customer relation skills and patient needs orientation.
Ability to maintain high customer service standards with minimal supervision.
Ability to deal effectively and courteously with a diverse group of internal and external customers
Ability to respond to customer requests on the telephone while monitoring information through the computer system.
Able to adapt to flexible work hours in a variety of divisions.
Basic knowledge of computer programs used by the Scheduling Service Center.
Basic knowledge of various types of medical coverage
Ability to become familiar with and to understand all Imaging processing areas.
Good command of the English language, including medical terminology.
Demonstrated ability to work effectively in a team environment.
Massachusetts General Hospital