This position is located in Waltham, MA



GENERAL SUMMARY/ OVERVIEW STATEMENT:


Under general supervision, the Patient Services Coordinator (PSC) I will be responsible for administrative tasks to support patient care in a fast-paced outpatient clinic. This is an excellent position for someone looking to jumpstart a career in healthcare or for a seasoned professional with experience in a customer service driven industry.


PRINCIPAL DUTIES AND RESPONSIBILITIES:



Front Desk Responsibilities (75%)



The PSC I is responsible for greeting patients as they arrive for appointments as well as completing patient check-in and check-out processes in a timely manner. Specific tasks include:



Check-In



• Verifies patient identity upon patient initial check in by using two patient identifiers


• Ensures registration is updated as needed.


• Checks in patients by verifying demographic information, ensuring referral on record, and accuracy of clinical information.


• Collects patient co-pays on every patient and if co-payment is not collected denotes reason in visit documentation.


• Verifies radiology orders at time of check-in, uploads external radiology disks, and copies radiology report, and sends patients directly to radiology if necessary


• If patient brings in outside medical record, make photocopy and add to patient chart. Provide original copy back to patient.


• Other front desk responsibilities as assigned



Check-Out



• Upon patient check-out reviews follow-up information/orders entered by clinician and schedules follow-up appointment if needed


• Follow-up appointment is made for any location the patient is returning to (e.g. Boston, Danvers, Waltham). Follows MGH booking protocol.


• Confirms next appointment date and time with patient, and hands documentation of next visit (e.g. hand business with appointment date and location)


• Prints Visit Summary report and hands directly to patient (see appendix I).



Practice Operations (25%)



The PSC II will assist other administrative staff to help support practice operations. The main job responsibilities include:


• Answer telephone calls and triaging patients accordingly.


• Schedule outpatient clinic appointments following template guidelines.


• Assist with referral queue management responding to referrals and scheduling appointments with appropriate providers


• Review schedules for capacity and accuracy of appointments


• Assist with managing efaxs, patient requests and documentation needs.


• Scans documents into Epic following standard procedures


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


• Other administrative tasks as assigned by PSC III


• Maintains a clean and professional looking front-desk workspace (i.e. no personal items in view of patients)



Qualifications

SKILLS/ABILITIES/COMPETENCIES REQUIRED:



Competencies and Abilities



• Excellent customer service and communication skills


• Can work well as a team player


• Maintains professionalism at all times


• Knowledge of basic word processing packages


• Basic computer skills necessary to use computerized scheduling/billing systems


• Good grammar and spelling


• Ability to deal effectively and courteously with a diverse group of internal and/or external customers


• Good organizational skills required to handle multiple tasks in busy environment


• Ability to problem solve and adapt to flexible work hours in a variety of divisions


• Ability to maintain customer service standards and work with minimal supervision


• Is able to function efficiently in a busy clinic setting



Behavior Expectations



• Excellent communication between patient and clinic staff. If concern comes up, alerting clinical staff immediately rather than waiting until patient gets into exam room.


• Adheres to institutional & departmental procedures & codes of conduct


• Does not use cell phone during day at work unless related to job; any cell phone use is not done in direct patient sight


• Treats all team members with respect


• Conversations, particularly those in front of patients, are professional and project professionalism


High School Diploma or GED required.



EEO Statement

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.