Patient Services Coordinator I- Chelsea at Massachusetts General Hospital(MGH) in Chelsea, Massachusetts

Job Description:

GENERAL SUMMARY/ OVERVIEW STATEMENT:



The Patient Services Coordinator I, under general supervision, provides administrative support to health care providers within a high-volume ambulatory setting, and functions as the primary interface between the patient and the providers. The emphasis is placed on efficient and courteous customer service to the internal and external customers.



PRINCIPAL DUTIES AND RESPONSIBILITIES:



Greet patients in a professional, business-like manner.


Registers and/or updates demographic, PCP, insurance and other key information elements for all patients seen within the practice. Ensures that existing with changes in registration information or new patients are transferred to the Contact Center. New patients to enable full registration to occur.


Check in and check out patients as they arrive in a courteous manner.


Schedule, re-schedule and cancel patient office appointments both internal and external to the practice. Review key registration elements with patients during time of scheduling.


Send out confirmation/reminder letters in advance of appointments and do reminder calls to patients 48 hours ahead of their scheduled appointments. Practices utilizing the Televox system will have only to review system reports to identify patient appointments requiring re-scheduling.


Performs all duties related to the Revenue Enhancement activities of the practice, including but not limited to co-pay collection, registration verification, encounter form reconcilement etc.


Provides basic information and instructions to patients regarding the practice and the Hospital. Arranges for transport interpreter and other services as required by the patients.


Obtains all patient information required by the providers prior to an appointment. Ensures that the medical records are available to all health care providers.


Collects co-pays from patients for the appropriate managed care plans and process co-pays for deposit. Reconciles cash collection through EPIC or manually.


Files/purges all patient related material, in a timely manner for all health care providers. Ensures confidentiality is maintained.


Receives, sorts and delivers mail to the appropriate staff.


Copies and faxes all materials in accordance with practice requirements


Provides cross coverage for other team members


Performs all other related tasks which would facilitate the flow of patients through the practice, or which would enhance the quality of service to patients.



Customer Service Responsibilities:




Conveys Compassion: Demonstrates awareness and shows sensitivity to others' needs.



Respectful of Others: Considers others' viewpoints and treats others with honesty, fairness and integrity. Speaks highly of the capabilities of the hospital and its staff.



Attentive to Others: Actively looks for ways to help customers by identifying and proposing appropriate solutions and/or services.



Collaborates with Others: Maintains cooperative working relationships and builds team identity. Promotes a friendly, cooperative climate within the department and hospital setting.



Accountable for Actions: Establishes a high degree of trust and credibility with others. Evokes confidence in character, abilities and truthfulness. Demonstrates efforts to succeed and excel. Guards patient privacy.



Informative: Proactively shares information with others.



Adaptable to Others: Manages multiple demands, shifting priorities and rapid change. Adapts plans, behavior or approaches to fit major change situations.



Acts Professionally: Builds trust through reliability and authenticity. Demonstrates results-oriented behavior. Develops constructive, cooperative relationships with others.



Emotionally Self Aware: Understands the implications of own emotions and manages appropriately.



Safety: Is aware of and adheres to safety measures for both patient and staff.



Qualifications

QUALIFICATIONS:



Associate's Degree in Secretarial Science/Business, or a Secretarial Training Certificate Program desirable.


Prior customer service work experience; medical or health care experience desirable.



SKILLS/ ABILITIES/ COMPETENCIES REQUIRED:



Knowledge of basic computer skills necessary to use EPIC scheduling, registration, referral management and medical record modules.


Demonstrated ability to manage copay collection process and knowledge of available patient financial counseling resources


Knowledge of medical terminology


Knowledge of HIPAA Confidentiality and Privacy Policies


Demonstrated ability to be attentive to detail and organized in the performance of their work.


Effective interpersonal and communication skills, with demonstrated telephone etiquette and Telephony skills


Ability to demonstrate excellent customer service skills, enabling effective and courteous work with various groups of patients, staff and providers


Demonstrated ability to solve basic patient and practice problems


Demonstrated understanding of managed care and other insurance related coverage plans. Knowledge of insurance plans currently accepted by providers


Demonstrated understanding of Disaster protocols to include: fire, safety and code calls, per the mandatory training, as outlined by MGH and JCAHO regulations.