Patient Services Coord. III

Receiving general direction from Voice Center Administrative Manager, the PSC III, provides administrative support to the Voice Center's Administrative Manager for patient care, research activities and assists with minor administrative duties. Possesses expert knowledge of office routines, machines, and information systems, as well as understanding of the organization and other programs and procedures related to the work of the Voice Center. Ensures a quality-based, customer-oriented flow of work. Requires discretion and judgment to organize priorities, complete tasks and handle confidential patient and administrative information. Responsibilities include scheduling patient appointments, surgeries, and diagnostic testing; obtaining referrals and pre-certification as needed; office reception; transcription of consultation letters and notes, preparation of correspondence, manuscripts, and grant applications; performing photocopying, faxing, and filing; and answering telephones. Assists with; training of new hires; compliance with HIPAA; and improving overall Center functions. Reports directly to the Administrative Manager of Laryngeal Surgery.

PRINCIPAL DUTIES AND RESPONSIBILITIES:

1.PATIENT CARE RESPONSIBILITIES

• Schedule patient office appointments

• Coordinates the scheduling of multiple clinical and surgical appointments using multiple systems or resources.

• Coordinate appointments with those of other consultant physicians or primary care physician and/or diagnostic testing.

• Retrieve medical records prior to patient's appointment; ensure that all necessary laboratory and radiological test results and medical records are obtained from within and outside of MGH, and properly filed prior to patient's office visit; is knowledgeable in the use of Hospital Patient Care Information system (EPIC) to obtain above information as needed.

• Possesses a thorough knowledge of all HMO, managed care, other third party insurers, and available patient financial services/resources.

• Answer patient questions regarding appointments, surgical procedures, and pre-operative instructions as appropriate.

• Coordinates with Finance and Program Coordinator patient's financial counseling.

• Arrange for interpreter services as needed prior to patient appointment.

• Prepare encounter forms for surgeries.

• Ensure that all data on patient information form is current and complete; use Patient Care Information System to update as necessary; ensure that patient medical record is updated accordingly.

• Consistently ensure that referrals are obtained from patients or primary care physician's office prior to patient's office visit

• Check-out patients

• Schedule follow-up appointments and laboratory or radiology testing in a timely and courteous manner

• Schedule surgeries and pre-admission testing and completes, delivers and files all associated paperwork in an accurate and timely manner

• Provide patients with time of surgery and reviews any pre-surgical instructions in a courteous and timely manner

• Re-schedule any cancelled appointments or surgeries in a timely manner

• Respond to requests from physicians' offices, patients, insurance companies, etc. for letters of medical necessity, copies of medical records, etc. as necessary

• Interact in a courteous manner with physicians, nurses, and administrative staff within and outside of the MGH to coordinate the care of patient, obtain referrals, provide feedback, answer questions, etc.

• Identifies and communicates to the Center's leadership issues of process creating inefficiencies within the operation. Assists in their resolution, working within the unit and with management for the department as a whole.

QUALIFICATIONS:

• High School Diploma or GED required.

• Secretarial Training Certificate Program, Associate's Degree in Secretarial Science/Business, or Bachelor's degree preferred.

• Prefer 5 years work experience in medical setting or supporting upper management staff.

SKILLS/ ABILITIES/ COMPETENCIES REQUIRED:

• Typing 55 to 65 WPM required

• Ability to inspire comfort and confidence in patients awaiting consultations or procedures

• Ability to prioritize work.

• Ability to multi-task and manage busy front desk area.

• In-depth understanding of all pertinent medical coverage's

• Exceptional computer skills (including word processing, database, electronic mail, internet, and spreadsheets) required.

• Good command of English language, including medical and scientific terminology.

• Exceptional organizational skills and the flexibility to manage multiple tasks and deadline pressures.

• Ability to work independently or in a team environment.

• Excellent interpersonal skills.

• Is knowledgeable and compliant in all hospital, State and Federal regulatory requirements, including hospital policy and procedures (where applicable to the performance of the job), Joint Commission on Accreditation of Healthcare Organizations (JCAHO), and Health Insurance Portability and Accountability Act of 1996 (HIPAA).