Patient Services Coord. III
Mass General Brigham
- Boston, MA
- Permanent
- Full-time
- The PSC III may also assist and support the Urgent Access Coordinator with urgent triage as needed.
- May serve as the primary administrative point of contact for the following Dermatology clinics: Complex Dermatology, Immunotoxicity and the Tele-dermatology e-consult service.
- The PSC III, with the guidance of the respective attending physicians for each specialty clinic/service, will triage, coordinate, and schedule appointments as necessary for these clinics/services.
- The PSC III may oversee the management of complex appointment scheduling utilizing specific appointment types and determining the appropriate patients are scheduled accordingly.
- Attend to daily patient calls
- Obtain all necessary patient information required by providers prior to an appointment.
- Schedule, reschedule and cancel patient appointments in accordance with best practices.
- Review registration elements with patients at time of scheduling.
- Monitor quarterly BCA attestations and provide direct oversight.
- Cover the front desk on an as needed basis across multiple Dermatology divisions.
- Help open or close the call center on a daily basis by answering live phone calls.
- Refer or transfer patients to Patient Service Center when needed or appropriate.
- Answer telephone using professional and courteous customer service techniques. Send out confirmation letters in advance of appointment (as needed).
- Maintain confidentiality and privacy consistent with HIPAA guidelines.
- Provides support to providers and department leadership as needed to resolve complex administrative patient issues.
- Possess understanding of all managed care, HMO and other third party insurance plans.
- Functions as a resource for patients around managed care plans, insurance and referral issues.
- Keeps current with changes in insurance plans (utilizing the Payer Information Grid).
- Understands MGPO self-pay policies.
- May be involved in training of new personnel or training of new workflows, procedures and policies
- May be asked to be the team lead during weekend hours.
- Other assignments or duties may be added at the discretion of the Senior Administrative Manager and the Practice Administrator.
- Timeliness
- Dependability & Reliability
- Superior organizational skills
- Superior customer service skills
- Attention to detail
- Ability to multi-task
- Ability / willingness to learn new system processes
- Basic computer and telephone skills
- Ability to work well under pressure in a high-volume outpatient practice.
- Excellent judgment.
- Excellent command of the English language
- Effectively interact with all levels of management and all providers and adhere to proper reporting structures.
- Knowledge of medical terminology is helpful
- Ability to exercise judgment in dealing with sensitive, confidential information
- Detail oriented with the ability to enter information accurately into a computer system
- Adherence to the MGH Credo at all times.
- Minimum 3 years of directly related experience required such as employment in a health care setting preferably a physician’s office.
- High School Diploma required.