Duties and Responsibilities
The Patient Services Coordinator II, under general supervision, provides administrative support to health care providers within a high-volume ambulatory setting, and functions as the primary interface between the patient and the providers. The emphasis is placed on efficient and courteous customer service to the internal and external customers.
Greet patients in a professional, business-like manner.
Registers and/or updates demographic, PCP, insurance and other key information elements for all patients seen within the practice. Ensures that existing with changes in registration information or new patients are transferred to the Contact Center. New patients to enable full registration to occur.
Check in and check out patients as they arrive in a courteous manner.
Schedule, re-schedule and cancel patient office appointments both internal and external to the practice. Review key registration elements with patients during time of scheduling.
Send out confirmation/reminder letters in advance of appointments and do reminder calls to patients 48 hours ahead of their scheduled appointments. Practices utilizing the Televox system will have only to review system reports to identify patient appointments requiring re-scheduling.
Answers telephone, triages calls, takes accurate and detailed messages using professional and courteous customer service techniques. Maintains confidentiality and privacy consistent with HIPAA guidelines.
Performs all duties related to the Revenue Enhancement activities of the practice, including but not limited to co-pay collection, registration verification, encounter form reconcilement etc.
Provides basic information and instructions to patients regarding the practice and the Hospital. Arranges for transport interpreter and other services as required by the patients.
Obtains all patient information required by the providers prior to an appointment. Ensures that the medical records are available to all health care providers.
Collects co-pays from patients for the appropriate managed care plans and process co-pays for deposit. Reconciles cash collection through IDX or manually.
Reconciles encounter forms to the daily schedule, tracks and follows up on outstanding encounter forms.
Files/purges all patient related material, in a timely manner for all health care providers. Ensures confidentiality is maintained.
Receives, sorts and delivers mail to the appropriate staff.
Copies and faxes all materials in accordance with practice requirements
Provides cross coverage for other team members
Performs all other related tasks which would facilitate the flow of patients through the practice or which would enhance the quality of service to patients.
High School Diploma or GED equivalency required
Associate's Degree in Secretarial Science/Business, or a Secretarial Training Certificate Program preferred
Prior customer service work experience required; medical or health care experience desirable.
Knowledge of basic computer skills necessary to use Epic registration, referral management and medical record modules
Demonstrated ability to manage cash collection process and knowledge of available patient financial counseling resources preferred
Knowledge of medical terminology preferred
Knowledge of HIPAA Confidentiality and Privacy Policies preferred
Demonstrated ability to be attentive to detail and organized in the performance of their work.
Effective interpersonal and communication skills, with demonstrated telephone etiquette and Telephony skills
Ability to demonstrate excellent customer service skills, enabling effective and courteous work with various groups of patients, staff and providers
Demonstrated ability to solve basic patient and practice problems
Demonstrated understanding of managed care and other insurance related coverage plans. Knowledge of insurance plans currently accepted by providers preferred
Demonstrated understanding of Disaster protocols to include: fire, safety and code calls, per the mandatory training, as outlined by MGH and JCAHO regulations.
Massachusetts General Hospital