Patient Services Coord. II
Massachusetts General Hospital(MGH)

GENERAL SUMMARY/ OVERVIEW STATEMENT:

Under general supervision, provides administrative support to a physician, medical practice or clinic for patient care and administrative activities. Works with the physician, staff members and management to ensure a quality-based, customer-oriented flow of work. Utilizes discretion and judgment to organize priorities, complete tasks and handle confidential patient information. Performs a wide range of administrative tasks to support a medical office, including schedules patient appointments, procedures and diagnostic testing, obtaining referrals, pre-authorizations and pre-determinations as needed; provides patient reception, educates patients prior to procedures, prepares consultation letters, notes, correspondence and manuscripts; performs photocopying, faxing, filing and answering telephones.

PRINCIPAL DUTIES AND RESPONSIBILITIES:

• Greet patients in a professional, business-like manner.
• Registers and/or updates demographic, PCP, insurance and other key information elements for all patients seen within the practice. Ensures that all demographic data in the patient medical record is current and complete, referring new and existing patients to the Registration and Referral Center as needed to enable full registration to occur.
• Check in and check out patients as they arrive in a courteous manner.
• Schedule, re-schedule and cancel patient appointments both internal and external to the practice using Epic; may include scheduling for more than one facility. Review key registration elements with patients during time of scheduling.
• Place reminder calls/emails to patient 1-2 days before scheduled office visits as required. Send out confirmation/reminder letters in advance of appointments when needed.
• Answers telephone, triages calls, takes accurate and detailed messages using professional and courteous customer service techniques. Maintains confidentiality and privacy consistent with HIPAA guidelines.

• Consistently ensures referral forms are obtained from patients or primary care physician's office prior to patient's office visit; when needed obtains additional forms such as missed referral and missed appointment fee. Coordinates, tracks and decrements referrals as needed. Creates and sends no show letters.

• Performs all duties related to the Revenue Enhancement activities of the practice, including but not limited to co-pay collection, registration verification, encounter form reconcilement etc.
• Arranges for inside and outside referrals for physician office appointments and schedule as appropriate through the internal referral system.
• Collects co-pays from patients for the appropriate managed care plans and process co-pays for deposit. Reconciles cash collection through Epic or manually according to MGPO guidelines.
• Retrieves medical records prior to patient office hours; Keep patient charts neat and orderly ensure that all necessary laboratory and radiological test results and medical records are obtained, from within and outside of MGH, and properly filed prior to patient's office visit. Ensures records are available for physician needs e.g. signature, billing, etc.
• Maintains knowledge and skill in the use of appropriate electronic systems to obtain and provide information. Monitors and uses systems to execute tasks, such as wait list, in basket, incoming and outgoing referrals.
• Answers patient/family questions regarding appointments, surgical procedures, and pre-operative instructions as appropriate.
• Schedules follow-up appointments and laboratory or radiology testing in a timely and courteous manner; prepares appropriate requisition/paperwork; ensures that any necessary follow-up is scheduled at the appropriate time in the future. Print after visit summer report for patients.
• Re-schedules any cancelled appointments in a timely manner and mail cancelled appointment letters to patient.
• Book procedures complete all paperwork for vein marking, procedures, and post-op appointments. Verify if compliance visit is necessary, if so, book to ensure authorization by insurance company. Assist MGH when necessary by helping with last minute prescriptions and booking post-op appointments for patients in Stoneham when no one is available in Boston (Monday holidays).
• Obtain preauthorization, predetermination for ALL procedures being submitted to insurance. Input all authorizations into the computer. Handle any issues that arise and arrange peer to peer review if necessary. Keep patient informed if there is a problem with insurance. Let patients know if they have a deductible or if a deposit is due. Send paperwork to patient to let them know when their appointments are, restrictions pre & post procedure, prescriptions that need to be taken, and insurance waivers to be signed.
• Maintain procedure cancellation list for all physicians and fill any cancellations as they arise to ensure a smooth flow to their schedule.
• 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.
• Cross covers other staff members, e.g. breaks, lunches, vacations, during variations in work flow as needed.
• Participates in periodic staff meetings or other departmental meetings.
• Perform/participate in special projects as may arise from time-to-time.
• 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.

Qualifications
QUALIFICATIONS:

• Secretarial Certificate or Associate's Degree. Equivalent and additional secretarial/administrative experience may be considered in place of education.
• Minimum of 2 to 4 years of secretarial experience. Experience in a healthcare setting helpful.

SKILLS/ ABILITIES/ COMPETENCIES REQUIRED:

• Typing 55 to 65 WPM required, including use of dictaphone.
• Exceptional computer skills (including word processing, database, electronic mail, internet, and spreadsheets) required. Knowledge of IDX and other systems at a level sufficient to perform job.
• Good command of English language, including medical and scientific terminology.
• Exceptional organizational skills and the flexibility to handle multiple tasks and deadline pressures.
• Ability to work independently or in a team environment.
• Excellent interpersonal and customer service skills; ability to solve problems.
• In-depth understanding of all pertinent medical insurances, managed care and patient financial services.
• Is knowledgeable and compliant in all hospital, State and Federal regulatory requirements, including hospital policy and procedures (where applicable to the performance of the job), Joint Commission (JC), and Health Insurance Portability and Accountability Act of 1996 (HIPAA).

EEO Statement
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.

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