Partners Healthcare System Everett , MA 02149
Posted 3 weeks ago
The Patient Services Coordinator II, under general supervision, provides administrative support to health care providers in a high-volume primary care practice set in the community, functioning as the primary interface between the patient, nurses and providers. The emphasis is placed on the ability to prioritize multiple tasks including scheduling appointments by phone, phone triage, check in, check out collect co-payments, manage confidential patient information and confirm accurate patient insurance information.
GENERAL DUTIES
Functions as part of the care team in a Patient Centered Medical Home practice
Providers administrative support to providers and clinical staff
Primary role is call center agent; secondary role front desk coverage as needed
Use automated call distribution to provide patient centered service to patients on the phone
Schedules/reschedules/cancels appointments via phone and Patient Gateway
Addresses and triages live phone calls as needed
Uses EPIC to document messages to various pools within MGH Everett Family Care
Conducts confirmation calls and COVID screening calls
Manages outbound call work queue for the practice
Verify patient's insurance, assist with additional resources as needed
Enroll patients in Patient Gateway
Completes EPIC functions, i.e. Arrival Status, No Show, Cancellations
Fills vacant slots within the clinician's schedules daily, utilizing patient work queue list
Prepares faxes and mails paperwork
Reviews and monitors efax portal
Reviews and triages EPIC Clinical Messages, Patient Gateway e-mail multiple times a day
Use iPads for PROMs survey collection
Checks patients in and out, collects co-payments and edocumentation as needed
Runs designated EPIC reports and follows up with paperwork as needed
Closes and reconciles all co-payment and self-payment batches for the day prior to end of shift
Recommends solutions to work flow; participates in trouble shooting and evaluating changes
Demonstrates knowledge of HIPAA Confidentiality and Privacy Policies
Demonstrates understanding of Disaster protocols to include: fire, safety and code calls, per the mandatory training, as outlined by MGH and JCAHO guidelines.
MGH BILLING
Other Responsibilities
Applies and promotes the Core Values of MGH Everett Family Care
Acts as a cohesive team member
Other duties as requested
SKILLS/ABILITIES/COMPETENCIES REQUIRED:
Demonstrated ability to interact successfully with patients and their families, physicians and support staff both inside and outside of the institution
Ability to work effectively on a team, and independently
Ability to manage multiple tasks concurrently
Excellent interpersonal and communication skills required with demonstrated ability to interact with patients and caregivers in a professional and effective manner
Knowledge of organization policies, procedures and systems, health care administrative practices
Knowledge of Hospital systems EPIC, and Microsoft Office
EDUCATION:
High school diploma or equivalent
Willingness to learn systems, attend training classes and accept direction
EXPERIENCE:
2 years front desk or customer service position in medical office preferred
Experience with call center preferred
Partners Healthcare System