Patient Services Coord. III

PRIMARY CARE ASSOCIATES (PCA) - MGH WALTHAM

GENERAL SUMMARY/ OVERVIEW STATEMENT:

The Patient Services Coordinator III, 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.

PRINCIPAL DUTIES AND RESPONSIBILITIES:

• Greet all patients and visitors to the practice in a professional, timely and respectful manner. Effectively interact with a diverse population.

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

• Answer phone calls utilizing courteous customer service skills. Assist patients and families with problem resolution.

• Responsible for daily management of messages received via secure electronic patient portal.

• Schedule patient appointments including ancillary services appointments and facilitate referrals to specialty care as needed. Responsible for entering clinical EPIC referrals with clinical documentation to MGH and outside specialists.

• Track specialty care referrals to ensure appointment completion. Follow up with specialty care departments and/or patients regarding incomplete referrals as directed by primary care clinician.

• Ensure accurate demographic and financial information for each patient encounter.

• Collect copayments as applicable and reconcile cash drawer daily.

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

• Knowledge of insurance, Financial Services and self-pay resources. Provide such information to patients as needed.

• Responsible for medical records transactions to include filing, scanning, chart preparation, and release of certain 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.

• Assist with orientation and training of new PSC staff as needed.

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

• May serve as back-up timekeeper to process payroll in absence of Practice Manager.

• Participate in Primary Care practice re-design and process improvement initiatives.

• Work with practice leadership on special projects as directed.

• Perform all other duties that are unit specific and appropriate to this level of position.

SKILLS & COMPETENCIES REQUIRED:

• 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.

• Demonstrates initiative and continually strives to enhance the credibility of the department. Takes responsibility for work and behavior.

• 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. Seeks guidance and direction appropriately.

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

• Ability to effectively evaluate all aspects of a situation and independently make appropriate and timely decisions.

• 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)

EDUCATION:

• High school diploma, GED or equivalent required.

• Certificate in Administrative or Secretarial Training Program Certificate desirable

• Some college or Associate's Degree preferred

EXPERIENCE:

• Minimum 2-4 years clerical/administrative experience in a healthcare setting, or related experience with transferrable skills preferred.