Under general supervision of the Operations Manager, the Patient Service Coordinator II coordinates the delivery of quality care while enhancing the patient/ customer service experience within the Imaging department. Works with all stakeholders including patients, physicians and clinical staff for conducting imaging order assessments for appropriate exam scheduling/billing. Encounters patients with a friendly demeanor and assists with the check-n process for exam preparation. Effectively communicates appointment status to patients.
Schedule:
Friday 10a-6:30pm
Saturday 11a-7:30pm
Sunday 11a-7:30pm
PRINCIPAL DUTIES AND RESPONSIBILITIES:
Arrives, schedules, re-schedules and cancels patient appointments in the Epic system
Assists patients for updating hospital registration information
Follows all safety guidelines/ policies to include correct patient identification, Hand Hygiene, etc.
Prepares patients with appropriate documentation for imaging exams, including but not limited to the Falls Questionnaire, Patient contact sheet, patient diagnostic results letter, etc.
Engages management and staff for communicating patient appointment delays
Assists with activating interpreter services when necessary
Maintains cleanliness of workspace and general waiting area.
Alerts management of any environmental issues associated with the general waiting area.
Assists in the orientation and training of new support staff members.
Scans appropriate documents in Epic and Magview.
Utilizes Magview application for modification of patient contact information
Uploading of patient images into Life Image
Acts as patient escort/greeter
Additional duties as required
SKILLS & COMPETENCIES REQUIRED:
Exceptional interpersonal skills and empathy to provide outstanding customer service and deescalate stressful situations when necessary
Excellent written, communication and organizational skills
Basic computer skills knowledge required
Ability to work independently
Ability to time manage and prioritize tasks
EXPERIENCE:
Preferred: customer service experience
WORKING CONDITIONS:
Busy outpatient clinical setting.
Qualifications
Minimum Required:
High school diploma, GED or equivalent
Certificate : Please specify
Some college or Associate's Degree
Bachelor's Degree
Master's Degree
Doctoral Degree
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.
