Patient Services Coordinator II

General Summary/ Overview Statement:

Under general supervision and direction from the Senior Administrative Manager in the Division of Transplant Surgery, the Patient Services Coordinator II (PSC II) will provide high-quality customer service for all patients. The PSCII will support all aspects of physician practice for clinical care management. Facilitates and schedules all patient appointments, including surgical and ancillary tests, obtaining referrals, authorizations, and pre-certifications as needed. In addition to analyzing office systems, workflow, and referral pattern enhancement, this position involves responsibility for helping with the process enhancement of the transplant clinic in all its activities. Requires discretion and judgment to organize priorities, complete tasks, and handle confidential patient information.

Principal Duties and Responsibilities:

Clinical Practice Support:

• Manages high-volume phone lines professionally and courteously.

• Schedules patient office appointments, using the Cadence scheduling system via Epic.

• Orders/coordinates/obtains outside medical results and any additional clinical information needed to ensure efficiency and accuracy of evaluations.

• Sends out confirmation/reminder letters in advance of appointments and surgeries.

• Answers patient/family questions regarding appointments

• Directs all procedural and pre-operative calls to clinical staff as appropriate.

• Reviews patient insurance and referrals in Epic when scheduling visits.

• Tracks referrals and ensures insurance information is obtained and verified before the appointment.

• Provides reassurance to patients and families regarding visit course and follow-up communication contact.

• Photocopies and files patient-related paperwork within clinically defined medical records in an accurate and timely manner.

• Ensures patient confidentiality; works within HIPAA-compliant procedures.

• Cross-covers for other staff members for breaks, lunches, vacations, etc., and during variations in the workflow as needed.

• Provides coverage and support to physicians and administrative staff during new outreach clinic start-ups.

• Diplomatically handles sensitive and confidential issues among staff; involves department management as necessary.

• Communicates both internally and externally to efficiently provide follow-up appointments and referrals to multidisciplinary practices.

• Trains and orients new staff to ensure best practices and compliance with internal and MGH policies and procedures.

• Works with departmental manager on special projects as directed

• Participates in meetings and process improvement projects.

Computer Application Requirements:

• Epic Media Manager Document Imaging (Scanning) system: Electronically scans outside laboratory reports into the patient chart. Electronically files scanned reports into correct patient records.

• Epic Work queue (Referral management and requests): Process and schedule patient appointments and/or assign requests to another hospital service for appointments promptly.

• Patient Gateway system: Use Patient Gateway to communicate with patients and ascertain their need for appointments and prescriptions. Follow through with appropriate scheduling and communication with the patient.

• Microsoft Office applications: as necessary use Outlook, Word, Excel, and PowerPoint to support clinical practice and academic presentations or work.

Qualifications And Experience:

• High School diploma required; Associate degree preferred

• Minimum 1 year of directly related experience preferred