Under the general direction of the Group Practice Manager, the Patient Services Coordinator (PSC) II provides administrative support to healthcare providers in a high-volume ambulatory setting, functioning as the primary interface between the patient and the providers. The PSC II is expected to effectively organize priorities, complete tasks on time and to manage confidential patient information. The PSC II is responsible for front desk greeting and check in, scheduling patient appointments, diagnostic testing, coordinating referrals and managed care related issues. This position is responsible for managing the day-to-day patient flow at time of check-in and check-out. The PSC II is expected to take complete responsibility for every customer interaction by creating a welcoming environment and providing outstanding service. The PSC II may work with colleagues and clinicians in one or a combination of the following Neurology clinical divisions: Comprehensive/General, ALS, Epilepsy, Memory, Movement, Neurobehavioral, Neurogenetics, Neuromuscular, Pediatrics, Sleep, or Stroke.

Required Competencies:

Service Excellence

* Demonstrates a commitment to the MGH Mission, Standards of Behaviors, and department service vision.

* Enthusiastically connects with a diverse population of patients, caregivers and colleagues.

* Prioritizes work in alignment with the needs of the patients, family members, caregivers and colleagues.

* Ability to maintain a high level of professionalism and handles all situations diplomatically and courteously.

* Consistently maintains a comfortable, clean and safe setting.

* Adheres to department dress policy.

Attention to Detail

* Adheres to assigned schedules to ensure appropriate staffing coverage.

* Performs all check-in and check-out functions, as outlined by the MGH/MGPO Front Desk Standards of Operations.

* Receives and responds to internal and external telephone calls from patients, caregivers, coworkers and other departments.

* Schedules new, follow-up, same day, annual and diagnostic patient appointments.

* Responsible for collecting patient co-payments in accordance with the Co-payment Collection Policy.

Communication

* Demonstrates strong verbal and written skills.

* Provides accurate information and clear explanations regarding appointment requirements, instructions and policies and procedures.

* Adapts communication style to varying customer needs.

* Employs active listening skills.

Collaboration & Teamwork

* Exhibits diplomacy and communicates with others in a manner that demonstrates respect, professionalism and a commitment to the team.

* Offers and seeks assistance to and from coworkers that supports the team and ensures that patient needs are not compromised.

* Provides cross coverage during unexpected and scheduled absences.

* Participates in department initiatives and contributes to the team's success.

* Acts as a liaison between key departments, providers and coworkers.

* Assists in mentoring new staff as directed.

Flexibility & Resilience

* Demonstrates flexibility and adapts to shifting priorities in response to the needs of patients, caregivers and colleagues.

* Responds to change with a positive attitude and remains open-minded.

* Demonstrates ability to rebound quickly when confronted with challenging situations.

* Demonstrates a willingness to learn.

General Responsibilities:

1. Answers and triages incoming telephone calls, takes messages and assists patients and families with problem resolution both in-person and over the telephone.

2. Has primary responsibility for scheduling and rescheduling patient appointments and utilizes wait list to fill cancelled appointments.

3. Conducts appointment confirmation calls and sends confirmation letters when applicable.

4. Reviews the daily patient schedule and ensures that all appropriate preparations are in place to facilitate efficient patient flow for the day.

5. Greets patients and visitors to the Neurology department. Performs all patient check-in duties including copayment collection, informing patients of anticipated wait times, and collecting all necessary paperwork.

6. Provides cross coverage as necessary, including lunch and vacation coverage.

7. Monitors Televox for patient appointment confirmations.

8. Works closely with the International Office to schedule visits.

9. Coordinates interpreter services and patient transportation as necessary.

10. Prints office visit encounters and prepares labels.

11. Prepare medical record charts for new patients.

12. Pulls medical records for patients prior to visit.

13. Obtains pertinent new patient information.

14. Schedules ancillary appointments.

15. Responsible for assisting and obtaining appropriate referral information from referral source.

16. Pre-screens incoming referrals according to selection criteria.

17. Coordinates prior authorizations.

18. Coordinates medical documentation, scanning and indexing into the electronic medical record.

19. Effectively navigates Epic, CRMS, Patient Gateway and MS Office suite technology systems. May function as a super-user as applicable.

20. Responsible for sorting mail, incoming faxes and directs correspondence to the appropriate recipient.

21. Monitors and manages CRMS and Patient Gateway daily. Also manages RxQueue.

22. Coordinates clinical and/or physician administrative schedules.

23. Maintains patient confidentiality in compliance with HIPAA guidelines.

24. Perform other duties as assigned.

* Minimum required education is high school diploma and/or GED equivalent. Some college preferred.

* A minimum of 1-2 years related work experience.

Basic knowledge of medical terminology

1. Interpersonal requirements:

Must demonstrate strong interpersonal skills and be able to work cooperatively as part of a team and to work independently. Requires strong communication skills and good command of the English language.

Must be able to communicate effectively and professionally with internal and external customers.

2. Technical requirements:

Proficiency with MS Windows and strong keyboard skills. Demonstrated understanding of managed care and other insurance plans. Knowledge of HIPAA Confidentiality and Privacy Policies. Requires understanding of MGH emergency protocols. Scheduling systems knowledge preferred. Epic systems experience desirable.

3. Environmental requirements:

Fast paced practice environment handling multiple demands. Exceptional organizational skills and flexibility to manage multiple tasks simultaneously. Must demonstrate acumen for attention to detail. Must be able to exercise appropriate judgment as necessary and strong problem-solving skills. Requires ability to adapt positively to changes related to policies, procedures, regulations and staffing

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.