Patient Services Coord. II

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

• Closes drawer in EPIC and runs report for manager

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