Patient Services Coord. III

Under the general supervision of the Administrative Manager, the Patient Service Coordinator III provides administrative support to multiple providers in the Department of Radiation Oncology. The primary role of the incumbent is to coordinate patient care from the point of registration and verifying insurance to collecting records and scheduling all appointments. Works closely with all physicians, residents, nurses, and other clinical staff to ensure the efficient and effective day-to-day functioning of workflows within a dynamic, fast-paced clinic. Requires excellent communication and customer service skills to interact with patients in a professional and friendly manner as well as discretion and sound judgment to organize priorities, complete tasks, and handle confidential information.

Must be a high performer capable of consistent quality work with well-developed organizational and communication skills and possess strong computer skills. Works independently, receiving minimal supervision and guidance.

Principle Duties and Responsibilities:

• Acts as liaison between the patient and the practice; triages all patient calls to NP, Resident or MD as appropriate
• Handles high volume of patient calls and resolves all issues using sound judgment
• Assures complete and documented financial information for each patient prior to scheduling
• Schedules patient appointments using multiple systems or resources
• Ensures accuracy of advanced complex scheduling of patient appointments
• Generates letters, emails, and Patient Gateway messages to communicate appointment details
• Places orders and schedules imaging studies in EPIC, obtaining authorization as required
• Obtains copies of imaging done at outside facilities and uploads scans to Epic
• Obtains medical records from outside facilities for new patients
• Completes external referrals upon request
• Provides coverage to other administrative assistants when necessary
• Assists in training and orienting new staff to scheduling processes and procedures in accordance with best practice and department policies
• Works to ensure HIPAA Confidentiality and Privacy Policies are fully implemented
• Responds to and resolves all patient issues and complaints
• Works closely with the clinical staff to determine needs and solve problems.
• Attends monthly staff meeting

Performs all other duties or special projects that are unit specific and are appropriate to this level of position.

Qualifications:

• Minimum of 3-5 years of directly related experience required such as employment in a health care setting, preferably a physician's office.
• Must be proficient in Microsoft Office applications, (Word, PowerPoint, Excel)
• High School Diploma or GED required; college education preferred.

Skills/Abilities/Competencies Required:

• Knowledge of medical terminology
• Excellent customer service skills
• Demonstrated ability to work independently, with limited supervision, to resolve issues and prioritize work
• Demonstrated experience to interface with various levels of the practice, especially with the knowledge and issues related to managed care
• Is organized, attentive to detail and able to achieve outcomes with the team
• Team player with excellent interpersonal and communication skills.
• Ability to work well under pressure in fast-paced, high throughput environment
• Demonstrates an understanding of Disaster protocols to include fire, safety, code calls, per the mandatory training, as outlined by MGH and JCAHO guidelines

• Must possess strong problem-solving skills and ability to exercise discretion and work independently
• Demonstrated ability to multitask and set priorities
• Time management and organizational skills are essential

Working Conditions:

Work is performed in a shared office setting with option for hybrid schedule after 90 days. Requires physical ability to do computer work, lift records (approximately 5-10lbs) and walk distances between functional areas of responsibility.

Massachusetts General Hospital 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.