Patient Services Coord. III

GENERAL SUMMARY:

The position entails working in the executive office of Medical Dermatology at MGH. Normal working hours will be Monday through Friday and can range from 7:30am to 6pm. Under the direction of the Group Practice Administrator, the Patient Service Coordinator III provides administrative support to all areas of MGH Dermatology. This position will be primarily responsible for acting on all complex and routine referrals submitted to MGH Dermatology as well as other defined duties as outlined below. S/he must have excellent customer service, organizational, and communication skills.

The Patient Services Coordinator III (PSC) will report to the Group Practice Administrator. In this role, the PSC will be responsible for learning and utilizing the ambulatory work queue referral to organize and schedule all pending routine referrals received by Dermatology from other hospital practices. The PSC III is responsible for contacting these patients over the telephone and scheduling these patients into the hospital's scheduling database. Attention and appropriate action must also be given to complex and routine referrals that are in a cancelled, no-showed, unmatched, or left without being seen status.

• The PSC III may also assist and support the Urgent Access Coordinator with urgent triage as needed.

• May serve as the primary administrative point of contact for the following Dermatology clinics: Complex Dermatology, Immunotoxicity and the Tele-dermatology e-consult service.

• The PSC III, with the guidance of the respective attending physicians for each specialty clinic/service, will triage, coordinate, and schedule appointments as necessary for these clinics/services.

• The PSC III may oversee the management of complex appointment scheduling utilizing specific appointment types and determining the appropriate patients are scheduled accordingly.

• Attend to daily patient calls

• Obtain all necessary patient information required by providers prior to an appointment.

• Schedule, reschedule and cancel patient appointments in accordance with best practices.

• Review registration elements with patients at time of scheduling.

• Monitor quarterly BCA attestations and provide direct oversight.

• Cover the front desk on an as needed basis across multiple Dermatology divisions.

• Help open or close the call center on a daily basis by answering live phone calls.

• Refer or transfer patients to Patient Service Center when needed or appropriate.

• Answer telephone using professional and courteous customer service techniques. Send out confirmation letters in advance of appointment (as needed).

• Maintain confidentiality and privacy consistent with HIPAA guidelines.

• Provides support to providers and department leadership as needed to resolve complex administrative patient issues.

• Possess understanding of all managed care, HMO and other third party insurance plans.

• Functions as a resource for patients around managed care plans, insurance and referral issues.

• Keeps current with changes in insurance plans (utilizing the Payer Information Grid).

• Understands MGPO self-pay policies.

• May be involved in training of new personnel or training of new workflows, procedures and policies

• May be asked to be the team lead during weekend hours.

• Other assignments or duties may be added at the discretion of the Senior Administrative Manager and the Practice Administrator.

The ideal candidate will possess the following attributes:

• Timeliness

• Dependability & Reliability

• Superior organizational skills

• Superior customer service skills

• Attention to detail

• Ability to multi-task

• Ability / willingness to learn new system processes

• Basic computer and telephone skills

• Ability to work well under pressure in a high-volume outpatient practice.

• Excellent judgment.

• Excellent command of the English language

• Effectively interact with all levels of management and all providers and adhere to proper reporting structures.

• Knowledge of medical terminology is helpful

• Ability to exercise judgment in dealing with sensitive, confidential information

• Detail oriented with the ability to enter information accurately into a computer system

• Adherence to the MGH Credo at all times.

• Minimum 3 years of directly related experience required such as employment in a health care setting preferably a physician's office.

• High School Diploma required.