The Patient Services Coordinator (PSC) serves as an integral member of the Continuous Ambulatory Peritoneal Dialysis Unit. Under the direction of the Practice Administrator and Nurse Coordinator, s/he will serve in supporting the Unit's financial, quality and safety, and clinical operations. The successful candidate must be able to effectively multi-task, troubleshoot and rapidly adapt to change within this role. The ideal candidate will possess strong skills in clinical operations, attention to detail, and knowledge of Division/MGH/MGB policies and procedures. On a daily basis, the PSC interacts with patients and colleagues from a variety of disciplines and backgrounds and must possess strong communication (both written and verbal) and interpersonal skills. This role handles sensitive information related to patient scheduling and operational metrics, meaning the ideal candidate must be comfortable working with and protecting confidential information. The PSC is expected to be HIPAA and Joint Commission compliant, follow the Division's code of conduct and be guided by the MGH Mission, Credo and Boundaries. The PSC will be expected to learn the intricacies of ESRD home care, (peritoneal dialysis), data collection for the US government Crown Web system, required paperwork for the New England ESRD Network, support of DPH quality measures and support the daily ESRD CAPD billing and portions of the professional billing as well.
Oversees weekly/monthly patient appointments in the CAPD unit and with CAPD nephrologists
Facilitate scheduling process with individual patients and family members.
Review individual patient's insurances, refer patient to MGH financial services/financial coordinator as needed
Schedules patients for dialysis options education as part of the Center for Renal Education
Schedule nutritional appointments for patients pre-dialysis.
Submits eChecks, reimbursements, Purchase Orders for Unit as needed.
Compiles outpatient productivity, volume.
Tracks outpatient clinic utilization reports monthly, includes the monthly data for DPH outcome measures
Documents clinic no-show and cancellation rate reports for CAPD and Center for Renal Education.
On a monthly basis, compiles CAPD Unit activity that includes lab results, transfers, admissions, morbidity, mortality, inpatient nursing activity, training sessions, home visits, CAPD transplant patients, and infection data with the CAPD Nurse Coordinator as required by both DPH and hospital administration.
Obtains security clearance from the US government to participate in the data collection for Crown Web which includes lab data, adequacy reports, anemia management, infection documentation, admitting and discharging patients in the government program along with completing required forms and reports.
Completes all the necessary training to obtain the security clearance to maintain Crown Web
Oversees and order all the medical supplies for the Unit through Peoplesoft and outside providers
Oversees the maintenance of all computer stations, printers, photocopy machines in the Unit.
Creates all required patient letters for work related issues, financial funding for home utilities, jury duty and any unusual home equipment.
For the traveling dialysis patient - provides all necessary letters for airlines, alternative transportation, receiving dialysis unit.
Prepares chart for patient to accompany them on any travel or transfer to other unit.
Answers the phone, handles all incoming/outgoing mail, files all paperwork/ scans result into EPIC.
Professional MD billing: submits accurate accounts monthly to Professional billing office
Counsels' nephrologists re: training codes and monthly clinic visit codes. Enters encounter into EPIC to allow for MD documentation.
ESRD billing; completes daily billing for all CAPD/CCPD patients at home, bills for training, bundled medications.
Networks with assigned billing representatives for any billing related issue.
Periodically reviews billing procedures to ensure accuracy.
Networks with billing representatives for nursing activity in the inpatient setting: ER, inpatient units.
Maintains home purchasing orders for all patients.
Supports the nurse coordinator in completing all required paperwork for EQRS (previously Crown Web), New England Network, DPH, JCAHO and MGH.
Excellent written and verbal communications skills. Must be comfortable interacting with all levels of personnel within the hospital, and to appropriately represent Unit in a positive manner.
Must be willing to work with the chronically ill patients.
Excellent organizational skills and attention to detail are required.
Effective analytical skills, or the desire to develop analytical skills, are required.
Experience with quality improvement projects, or the desire to learn quality improvement skills, preferred.
Ability to work with sensitive and confidential information required.
Requires flexibility and ability to handle multiple tasks at once. The ability to identify and prioritize important tasks as they arise is key in this role.
Must be a team-oriented professional who is sensitive and supportive of the needs and emotions of colleagues.
The successful candidate will be a proactive, self-motivated individual with the ability to work both independently and in a team environment.
Proficiency with Microsoft Office Suite (Outlook, Excel, Word, PowerPoint) required. Experience with PeopleSoft and Epic preferred.
Is knowledgeable and compliant in all hospital, State and Federal regulatory requirements, including the Palliative Care Division's code of conduct, the MGH mission, credo and boundaries, 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).
High school diploma, GED or equivalent
Some college or Associate's Degree
Massachusetts General Hospital is an Equal Opportunity Employer. By embracing diverse skills, perspectives and ideas, we choose to lead. Applications from protected veterans and individuals with disabilities are strongly encouraged.