Patient Services Coord. II at Massachusetts General Hospital(MGH) in Boston, Massachusetts

Job Description:

Receiving direction from administrative and clinical leadership, the PSC II in PTIS serves as the front line, outward facing voice and face of the OPD. The Psychiatry intake coordinators are the first liaison between patients and providers: frequently relaying clinical information and directly resolving patient issues per provider instruction. The patient population of the Department is high acuity with complex psychiatric disorders, co-morbid medical issues, including substance use and overlapping psychosocial concerns. Department PSCs work as a dynamic team alongside providers to meet the needs of patients including but not limited to: identifying appropriate specialty practices, intake interviewing, appointment scheduling, securing insurance authorizations, resolving problems and providing customer service and cross coverage. PSC IIs in the Department ensure the highest quality of care and level of service to psychiatric patients and their providers.


PRINCIPAL DUTIES AND RESPONSIBILITIES:


The responsibilities of the PSC III include, but are not limited to:


• Effectively interacts with diverse population including but not limited to those with complex psychological disorders, cognitive impairment, intellectual disability and/or physical disability as well as people whose primary language is not English.


• Independently assesses patient problems or concerns and seeks out leadership and provider assistance when an immediate risk exists.


• Works to ensure HIPAA Confidentiality and Privacy Policies are fully implemented. Understands the heightened sensitivity and protection of psychiatric information and properly screens any request to ensure HIPAA compliance. Utilizes hospital HIPAA standards to respond to callers asking for information about patients over the age of 18.


• Carefully employs awareness and maintenance of proper professional boundaries with psychiatric patients.


• Greets patients and visitors via telephone in a professional, consistent, courteous, timely and respectful manner.


• Utilizes electronic health information system, Epic, including its Cadence module for scheduling, check-in, messaging and other tasks, as necessary.


• Manages difficult phone conversations such as complaints in service or treatment, discharge from a clinician or practice, situations that result in a disruption in treatment, or insurance coverage issues.


• Under the direction of a physician, actively involved in implementing behavior management protocol for disruptive patients over the phone or in person. Practices de-escalation skills and reframes situation in a caring, calm and professional manner.


• Escalates any patient safety concerns to social worker or program manager for appropriate assessment and determination.


• Reviews patient demographic information, insurance information and referral numbers. Transfers patients to the Registration and Referral Center to have information updated if there are discrepancies.


• Refers patients to Patient Financial Services, and other hospital departments, as appropriate, for financial counseling as appropriate.


• Provides basic information to patients regarding the hospital and department and provides detailed information about specific practices.


• Performs triage with new patients by completing thorough intake questions with patients over the phone and determines patient eligibility for services in the department through medical record review.


• Schedules and reschedules intake appointments efficiently and accurately for new patients of multiple clinics in the psychiatry department using the Epic scheduling system.


• Directs calls or takes accurate messages as appropriate using the electronic medical record, Patient Gateway, Clinical messaging, e-mail and paper.


• Identifies and communicates to practice leadership issues of process creating inefficiencies within the operation, actively assists in their process improvement and works with their team and management.


• Actively participates in monthly support staff meetings and other meetings as requested.


• Keeps current with hospital and clinic emergency procedures including codes red, blue, silver and pink; disaster and security protocols. Participates in annual required trainings.


• Train new staff as needed both in person and remotely on all procedures ensuring the latest information and best practices are communicated


• Run tracking reports of appointment data for specific clinics including weekly data for upcoming neuropsychiatry appointments


• Assists in larger scheduling projects such as transfers or assisting new providers build caseloads


• Performs all other duties that are clinic specific and are appropriate to this level of position.



Qualifications

• A high degree of initiative and independent judgment, excellent time management, communication and decision-making skills are required.


• Strong computer skills necessary to use computerized scheduling and electronic medical record systems


• Knowledge of MS Office software (i.e. Word, Excel, Outlook)


• Excellent and effective customer service and communication skills.


• Demonstrated ability to work effectively and courteously with various groups of patients, staff and providers.


• Excellent interpersonal skills to communicate and interact with a socially diverse group of patients and families. Must be comfortable to interact easily with patients who have a broad range of psychological disorders.


• Good command of the English language, grammar and spelling.


• Display courteous telephone interactions and ability to treat each call as a new and unique call.


• Ability to work independently and as a cohesive team member with a large group of clinicians and staff. Function as a member of a team,and share knowledge and skills within the team.


• Ability to conceptualize situations, actively resolve problems and complex issues on behalf of providers and patients and appropriately seek guidance and direction when needed.


• Exceptional organization skills, flexibility to manage changing priorities and manage large amounts of information with high attention to detail.


• Ability to effectively manage day to day operational tasks, multiple requests and questions, and to establish priorities.


• Demonstrates initiative, continually strives to enhance the credibility of department. Takes ownership and responsibility for work and behavior.


• Must respect the strict confidentiality of medical records and information.


• Ability to perform under stressful situations in order to meet the needs of patients and the demands of the job.


• Completes trainings appropriate to job level and department including: HIPAA Confidentiality and Privacy Policies, Fire Safety, etc.


LICENSES, CERTIFICATIONS,


N/A


EDUCATION:


High School Diploma required


Bachelors Degree strongly preferred


EXPERIENCE:


Three to five years work experience required


Three years prior experience in behavioral health or administrative support preferred


N/A



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.