Patient Services Coord. III
Massachusetts General Hospital(MGH)

Job Info

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GENERAL SUMMARY/ OVERVIEW STATEMENT:

Under the direction of the Practice Manager and Administrative Coordinator, the Patient Services Coordinator III provides a broad level of administrative support to the surgeons and APP of the Division of Vascular Surgery and Division of Gastrointestinal and Oncologic Surgery at the Mass General/North Shore Center for Outpatient Care. Functions within the ambulatory setting coordinating administrative, research, and academic functions for a complex surgical practice with supporting administrative responsibilities. Assists with the effective management of the care team's daily operations.

PRINCIPAL DUTIES AND RESPONSIBILITIES:

Patient Care Responsibilities
• Perform all duties and responsibilities of a PSC I and II.

• Schedules patient appointments in Epic including scheduling for more than one MGB facility; coordinates appointments with consulting physicians or primary care physician as appropriate.

• Refers patients to appropriate hospital departments for registration, referral, and financial services as needed.

• Triages all calls on surgeon's telephone line and handles or distributes to the appropriate party as needed.

• Obtains, provides, and maintains medical records in support of patient visits, surgeries, billing, and other needs.

• Maintains high level of knowledge and skill in the use of appropriate electronic systems to obtain and provide information (e.g. Epic, PowerFoil). Monitors and uses systems to execute tasks, primarily Epic and Outlook. May serve as SuperUser for these systems and may train staff on their use.

• Arranges and/or provides information and visit support to patients and their families, such as distributing maps, information regarding procedures and interpreter services.

• Prepares for patient visits by placing appointment and procedure reminder calls, organizing patient files, printing forms, and ensuring physician and office are prepared to provide for patient visit or surgery.

• Completes all aspects of patient check-in in a courteous manner. This includes updating computer systems with correct and complete demographic information, obtaining referral information and payments, and preparing billing materials. Coordinates with clinical staff to ensure smooth patient flow.

• Completes patient check-out procedures in real time or via In Basket function, including scheduling appointments, radiology and/or lab testing, and surgery in a timely and efficient manner.

• Provides and coordinates office support to meet physician needs. This includes monitoring operating room schedules, maintaining files, dictation support, correspondence with physicians, patients and other offices or agencies.

• Provides and coordinates patient appointments to include processes related to cancelled/no show appointments and reminder notices.

• Contacts Salem Hospital Admitting Department when instructed by physician for direct-to-floor admission from clinic.

• Responds to requests from physicians' offices, family, or government agencies for letters of medical necessity, letters to schools, copies of medical records, etc. as necessary.

• 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.

Surgical Scheduling

• Arranges patient surgeries by scheduling pre- and post-surgery appointments and testing; reschedules as needed. Obtains all required authorizations and referrals in advance of surgery. Provides information to Admitting in a timely manner.

• Utilizes Epic to schedule surgeries electronically at MGB facilities. Updates physician Outlook Calendar to block surgery schedule. Communicates any special circumstances to the physician.

• Works with primary care and specialty offices to obtain patient historical data, reports, imaging studies, lab results or other information necessary for the coordination and completion of the surgery and patient care (ie anticoagulation plans, cardiac clearance, etc.)

• Ensures patients receive pertinent patient education information about their surgeries. Confirms completion of Consent for Surgery forms when necessary. Provides patients with date/time of surgery and pre-surgical instructions for appropriate institution/type of admission in a timely manner. Addresses or refers patient and family questions regarding surgery, insurance and administrative.

• Contacts patients' insurance companies in a timely manner to obtain pre-certification for surgery as necessary. Alerts provider and or leadership team when difficulties or denials arise.

Billing

• Maintains an advanced level of knowledge regarding third party insurance, managed care and financial services and resources available to patients.

• Investigates and resolves issues relating to and arising from the referral and/or billing process, which interrupts the delivery of care to a patient or the reimbursement for services rendered. Addresses patient questions, complaints, and concerns.

• Responds to requests from billing service or third-party carriers for information, corrections, etc.

• Ensures bills are processed in a timely manner. Works with patients to collect payments for all services provided (as necessary).

Administrative Responsibilities

• Maintains physician's practice to include calendar management, travel, office reception, mail processing, correspondence, reports, and related responsibilities of an administrative nature.

• Ensures timely renewal and maintains files of physician's medical license(s), DEA certificate, professional liability insurance, etc. Prepares and maintains files of hospital and managed care plan credentialing documents.

• Ensures office is operating efficiently by performing duties to monitor and address needs such as order supplies, computer maintenance, maintain files, and obtain literature.

• Organizes materials and information for processing of check requests and reimbursements, maintaining record of requests.

• Arranges for outside visitors, medical students, etc. as requested by physician.

• Schedules meetings, conference calls, and appointments for surgeon or APP as requested.

• Coordinates complex workflows and multiple schedules for surgeon to ensure an efficient daily operation. Troubleshoots workflow issues as needed.

• Assists in resolving identified issues, working collaboratively with practice management. Implements resolutions.

• Cross covers other staff members- e.g. breaks, lunches, vacations- during variations in work flow as needed.

• Participates in staff meetings or other departmental meetings.

• Performs/participates in special projects as may arise from time-to-time.

Qualifications
QUALIFICATIONS:

• High School Diploma or GED required. Secretarial Certificate or Associate's Degree preferred. Equivalent and additional secretarial/administrative experience may be considered in place of education.

• Minimum of 3 to 5 years of secretarial experience. Experience in a healthcare setting helpful.

SKILLS/ ABILITIES/ COMPETENCIES REQUIRED:

• Demonstrated experience to interface with various levels of the practice, especially with the knowledge and issues related to manage care.

• Thorough knowledge of Epic system and its features.

• Demonstrated ability to work independently, with limited supervision, resolve issues, be organized, attentive to detail and achieve outcomes within the team.

• Demonstrates effective interpersonal and communication skills.

• Effectively interacts with all levels of management.

• Demonstrates knowledge of HIPAA Confidentiality and Privacy policies.

• Demonstrates an understanding of Disaster Protocols to include: fire, safety, code calls, per the mandatory training, as outlined by MGH and JCAHO guidelines.

EEO Statement
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.

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