Patient Services Coord. II

The Patient Services Coordinator II (PSC II), under general supervision of the Administrative Manager provides administrative support to multiple health care providers in a high-volume ambulatory setting, functioning as the primary interface between patients and providers within the Interventional Cardiology outpatient practice.

In this role, the PSC provides administrative support and coordination for aspects of patient care for both new and established patients. Emphasis is placed on exceptional customer service, the ability to communicate effectively, organize priorities, complete tasks, manage confidential patient information, and enhance patient experience.

Duties and tasks can be complex in nature and judgment and teamwork are required in handling issues and requests. Work is performed under minimal supervision.

This position qualifies for a hybrid work schedule after competencies, judgment, follow-through, and communication skills are demonstrated successfully. The fixed hybrid schedule in this practice consists of 3 days working onsite and 2 days working from home. A laptop will be provided.

• Serves as a liaison for patient/family/provider with an emphasis on superior customer service and a high standard of timely communication and response.
• Interacts in a courteous manner with physicians, nurses, and administrative staff within and outside of MGH to coordinate care of patients, obtain referrals, provide feedback, answer questions, etc.
• Triages and manages complex telephone calls, utilizing courteous customer service skills. This includes the responsibility to collect detailed information provided by patients, internal/external providers, and others to either resolve problems directly or ensure appropriate escalation to clinicians or management.
• Schedules patient appointments and manages changes ranging in complexity from one appointment to multiple coordinated appointments/tests/procedures. Prepares and sends follow-up appointment reminder communications to patients in a timely manner via Patient Gateway or mail.
• Coordinates the scheduling of diagnostic testing and interventional procedures.
• Communicates/confirms dates, locations, pre-procedure requirements, etc. to patients via Patient Gateway, telephone, and/or mail. Tracks, collects, and delivers required pre-procedure clinical data and results within timeframes specified.
• Performs the daily management of ICA's Epic Front Desk InBasket pool and other staff messages.
• Coordinates and tracks new referral appointments. Manages multiple associated work queues.
• Recognizes emergencies and appropriately responds using standard operating procedures and critical thinking skills.
• Provides support and information to providers (MDs, fellows, advanced practice clinicians, RNs) to problem solve and manage complex administrative patient issues.
• Communicates proactively and responsively with front desk staff and medical assistants in the ambulatory clinic setting.
• Responds to requests from physicians' offices, family, MGH revenue groups, or government agencies for letters of medical necessity, letters to schools, copies of medical records, etc.
• Understands patient financial services and international resources and provides patients with information as needed.
• Provides cross coverage for other ICA administrative staff members for absences, vacations, etc. and during variations in workflow, as needed.
• Maintains physicians' calendars, coordinates & communicates schedule with catheterization lab and practice locations as necessary.
• Maintains confidentiality and privacy, which is consistent with HIPAA guidelines.
• Assists with training and orientation of new staff, when applicable.
• Participates in periodic staff meetings or other departmental meetings.
• Identifies and communicates to leadership issues of process creating inefficiencies within the practice and assists in their resolution.
• Performs other duties and/or works on special projects as assigned.

• High School Diploma or GED required. Associate degree in Business Administration or Secretarial Certificate Program desirable.
• Work experience demonstrating customer service required.
• 2-3 years of related work experience in a hospital setting or medical environment preferred
• Excellent interpersonal skills; oral & written communication skills
• Strong computer skills; proficiency with hospital systems and Microsoft Office products

SKILLS AND COMPETENCIES

• Excellent interpersonal and verbal/written communication skills
• Must demonstrate empathy with the patient population and a team orientation with colleagues of all role groups and departments.
• Accurate attention to detail, strong organizational and time management skills
• Ability to solve problems and resolve complex issues on behalf of providers and patients.
• Knowledge of computer applications necessary to function in administrative role.
• Ability to be flexible and learn new tasks quickly.
• Ability to handle sensitive/confidential information.
• Compliance with hospital policy
• Ability to function as a role model and provide administrative guidance to others.

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.