Patient Services Coord. II/ Access CenterBoston at Partner's Healthcare in Boston, Massachusetts

Job Description:

Site: The General Hospital Corporation


At Mass General Brigham, we know it takes a surprising range of talented professionals to advance our mission-from doctors, nurses, business people and tech experts, to dedicated researchers and systems analysts. As a not-for-profit organization, Mass General Brigham is committed to supporting patient care, research, teaching, and service to the community. We place great value on being a diverse, equitable and inclusive organization as we aim to reflect the diversity of the patients we serve.


At Mass General Brigham, we believe a diverse set of backgrounds and lived experiences makes us stronger by challenging our assumptions with new perspectives that can drive revolutionary discoveries in medical innovations in research and patient care. Therefore, we invite and welcome applicants from traditionally underrepresented groups in healthcare - people of color, people with disabilities, LGBTQ community, and/or gender expansive, first and second-generation immigrants, veterans, and people from different socioeconomic backgrounds - to apply.



Job Summary
GENERAL SUMMARY/ OVERVIEW STATEMENT: Receiving general direction from the MGH Gastroenterology Practice Manager, the Patient Access Coordinator is responsible for working the medical referrals and work queue. Collaborating with the Access Center Team Lead, this person will triage phone calls and schedule patient appointments. Incumbent will be expected to develop excellent working knowledge of the Division of Gastroenterology and their related programs and services, including basic knowledge of the hospital at large as well as develop proficiency in accurately scheduling within EPIC. This position will also require courteous and professional customer service techniques when communicating with patients, physicians, and office staff internal and external to the organization while maintaining confidentiality and privacy consistent with HIPAA guidelines and MGB policy. PRINCIPAL DUTIES AND RESPONSIBILITIES: The medical referrals and workqueue are worked by staff on a daily basis to triage and schedule clinic appointments, including making calls to patients and assigning referrals to the appropriate providers. Work closely with the Access Center Team Lead and Practice Manager to ensure urgent referrals are scheduled within three days and non-urgent referrals are scheduled within two weeks. Ensure internal and external referrals are entered into the system and managed in a timely manner for appointment scheduling. Utilizing the department medical referral protocol will assign internal referrals to the subspecialty team leads and will review the external referrals to determine if the referral meets scheduling guidelines. Responsible for reviewing and ensuring all providers schedules are filled appropriately and timely. Provides support and information to providers to problem solve and manage complex administrative patient issues. Responsible for answering a high volume of inbound phone calls to include triaging complex phone calls and entering phone message into the EPIC system. Maintains confidentiality and privacy, which is consistent with HIPAA guidelines. Performs all duties that are the responsibility of a Patient Service Coordinator II. Assists with new staff training and orientation, when applicable 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. Works on special projects as directed. Performs all other duties as assigned.



Qualifications


QUALIFICATIONS: Minimum of high school diploma or equivalent required. Associates degree or Bachelors preferred. Minimum of 3 years business experience or equivalent in a medical or health care related setting. Call Center experience preferred. SKILLS/ ABILITIES/ COMPETENCIES REQUIRED: Knowledge of computer skills necessary to use appropriate modules of EPIC Excellent verbal and written skills are necessary, as well as, strong interpersonal, and effective communication skills . Exceptional organizational skills, flexibility to manage multiple tasks Ability to work independently or within a team environment Demonstrates ability to work effectively and courteously with various groups of patients, staff and providers Demonstrates ability to problem solve and function as a resource to other members of the team and resolve complex issues on behalf of the providers and the patients. Demonstrates an understanding of insurance payors and all other pertinent insurance and medical coverage. Demonstrates knowledge of HIPAA Confidentiality and Privacy Policies Demonstrates understanding of Disaster protocols to include: fire, safety and code calls, per the mandatory training, as outlined by MGH and JCAHO guidelines



Additional Job Details (if applicable)


Additional Job Description



Remote Type


Hybrid



Work Location


273 Charles Street



Scheduled Weekly Hours


40



Employee Type


Regular



Work Shift


Day (United States of America)



EEO Statement:


The General Hospital Corporation is an Affirmative Action Employer. By embracing diverse skills, perspectives and ideas, we choose to lead. All qualified applicants will receive consideration for employment without regard to race, color, religious creed, national origin, sex, age, gender identity, disability, sexual orientation, military service, genetic information, and/or other status protected under law. We will ensure that all individuals with a disability are provided a reasonable accommodation to participate in the job application or interview process, to perform essential job functions, and to receive other benefits and privileges of employment.



Mass General Brigham Competency Framework


At Mass General Brigham, our competency framework defines what effective leadership "looks like" by specifying which behaviors are most critical for successful performance at each job level. The framework is comprised of ten competencies (half People-Focused, half Performance-Focused) and are defined by observable and measurable skills and behaviors that contribute to workplace effectiveness and career success. These competencies are used to evaluate performance, make hiring decisions, identify development needs, mobilize employees across our system, and establish a strong talent pipeline.