Patient Service Coordinator II

Massachusetts General Hospital
United States, Massachusetts, Boston
32 Fruit Street (Show on map)
Mar 25, 2025
Summary Performs both administrative and clinical functions to support smooth and efficient clinical service or practice operations under general supervision. Performs basic clerical work and tasks that are repetitive and routine. Administrative duties related to patient visits including scheduling, check-in, check-out duties. Actual job duties may vary by Department. Does this position require Patient Care? No Essential Functions -Perform routine administrative and clerical duties relating to a clinical service or physician practice office. -Make patient appointments and maintain appointment records. -Greet and assist patients. -Answer telephones, assist callers with routine inquiries, and schedule appointments. -File materials in patient folders, and print appointment schedules. -Process patient billing forms and scan documents to patient medical record/LMR. -Call for patient medical records and laboratory test results. -Open and distribute unit mail or faxes. -Type forms, records, schedules, memos, etc., as directed. -May be required to accept co-payments. -Handles, screens and/or takes messages related to prior authorizations, -provider questions, prescription refills, and test results. -Acts as "Super User" for scheduling, registration and billing systems. -Provides assistance and training to others in these areas. -May perform more complex or specialized functions (i.e. surgical scheduling, schedule changes/blocking) at more advanced competency level. *GENERAL SUMMARY/ OVERVIEW STATEMENT:* The Patient Services Coordinator II, under general supervision of the Administrative Manager provides administrative support to health care providers in a high-volume ambulatory setting, functioning as the primary interface between the patient and providers within an outpatient Cardiology practice. The emphasis is placed on the ability to organize priorities, complete tasks, manage confidential patient information, and enhance the quality of service to patients. *PRINCIPAL DUTIES AND RESPONSIBILITIES:* Performs all duties that are the responsibility of a Patient Service Coordinator I Provides support and information to providers to problem solve and manage complex patient issues. Performs the daily management of Physician and Advanced Practice Provider patient schedules via EPIC. Performs the daily management of Epic In Basket with respect to patient scheduling and staff messages to members of the clinical team. Performs the daily management of Referral and Follow Up Order work queues in Epic. Understands HMO, Managed Care, and other Third Party Insurers. Functions as a resource for patients around managed care plans, insurance and referral issues, with an ability to perform electronic insurance verification. Obtains prior authorizations for procedures as needed. Understands financial services and self-pay resources and provides patients with information as needed. Triages and manages more complex telephone calls, utilizing courteous customer service skills. Maintains confidentiality and privacy, which is consistent with HIPAA guidelines. Completely performs and is a resource to other team members in all revenue enhancement activities, including but not limited to registration verification, co-payment collection, cash management, encounter form reconcilement, etc. Schedules patient appointments. Coordinates the scheduling of diagnostic testing. Coordinates and tracks referral appointments and visits. Provides cross coverage for other Practice staff members for absences, vacations, etc. and during variations in workflow, as needed. Assists with training and orientation of new staff, where 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. Other duties as assigned *QUALIFICATIONS:* High School Diploma or GED required; Associate's Degree in Business/Secretarial Science or Secretarial Certificate Program desirable 3 years secretarial experience or equivalent in a medical or health care related setting preferred *SKILLS/ ABILITIES/ COMPETENCIES REQUIRED:* Good command of the English language, including medical terminology Excellent interpersonal and verbal/written communication skills Exceptional organizational skills, flexibility to manage multiple tasks and accurate attention to detail Ability to work independently and within a team environment Ability to solve problems and resolve complex issues on behalf of providers and patients Ability to function as a role model and provide administrative guidance to others Knowledge of computer applications necessary to function in administrative role *WORKING CONDITIONS:* General office setting. Walking to and from patient exam rooms can be expected. The General Hospital Corporation is an Equal Opportunity 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.