Patient Services Coord. II at Massachusetts General Hospital(MGH) in Boston, Massachusetts

Job Description:

GENERAL SUMMARY/ OVERVIEW STATEMENT:


The Wang 8 Outpatient Psychiatry Service at Massachusetts General Hospital includes the psychiatric clinical services located physically on the 8th floor of the Wang Ambulatory Care Center. These services include the Primary Care Psychiatry Group, which receives referrals from Mass General primary care physicians, psychiatry resident training clinics and more than a dozen other specialty services. The clinic provides state-of-the art treatments, including cognitive behavioral therapy (CBT), dialectical behavioral therapy (DBT), couples therapy, family psychotherapy and group therapy.


Under the general supervision of the Group Practice Administrator for Wang 8 Outpatient Psychiatry, the patient service coordinator (PSC) will be responsible for offering primary administrative supports related to front desk check-in procedures, scheduling, responding to and resolving patient inquiries received via phone and Patient Gateway, and acting as a liaison between patient and their healthcare providers.


PRINCIPAL DUTIES AND RESPONSIBILITIES:



Front Desk:



• Greets all patients and visitors to the clinic in a professional, courteous, timely and respectful manner


• Performs all check-in, check-out functions as outlined by MGH/MGPO front desk and practice standards

• Collects co-payments for a Hospital and a Physician Organization practice


• Provides each patient with required paperwork and obtains e-signatures on billing and waiver forms


• Assists patients when needed with tasks such as with reading paperwork, arranging transportation, coordinating interpreters, providing directions to other areas in the hospital, etc.

• Monitors the patient waiting area and informs patients of wait times

• Assists clinicians and managers in emergent situations by calling security, filing safety reports, etc.

General Administrative Supports

• Directs calls or takes accurate messages as appropriate using the paging system, electronic medical record, Patient Gateway, Epic in-basket, and e-mail

• Manages and reconciles incoming requests received via in-basket, email and the Epic follow-up appointment workqueue; Coordinates the scheduling of patient appointments using the Epic/Cadence Scheduling System

• Reconciles appointment status (arrive, no show or cancel) for all patient visits within the scheduling system

• Assists clinicians with daily faxing, scanning, mailing and day-to-day support

• Acts as the liaison between Environmental Services, Information Technology, and Building and Grounds for the care of the environment, computers, printers and office equipment; Places helpdesk tickets as needed

• Participates in hospital-wide initiatives, such as Patient Gateway enrollment

• Assumes special projects as directed

General Responsibilities:



• Maintains confidentiality & privacy consistent with HIPAA guidelines


• Maintains an organized and neat work area


• Works collaboratively with patients, staff, clinicians and managers to determine needs and solve problems


• Follows hospital and department standards with regards to telephone courtesy and etiquette


• Maintains accurate knowledge of hospital policies and ensures adherence to all recommended procedures

• Keeps current with hospital and clinic emergency procedures including Security Alerts, participates in annual required trainings.

WORKING CONDITIONS:


The Patient Service Coordinator (PSC) position will be an in-person role. Coming onsite to support program operations is primary and essential part of role. The PSC will be provided with desk space in a shared front desk area.



Qualifications

SKILLS/ABILITIES/COMPETENCIES REQUIRED:


• High degree of initiative and independent judgment


• Excellent time management, communication, and decision-making skills

• Capable of establishing priorities and multitasking

• Knowledge of computerized software programs: spreadsheet, databases, word processing


• Excellent communication skills both orally and written


• Excellent interpersonal skills


EDUCATION:


Bachelor's degree preferred but not required


EXPERIENCE:


2+ Years of work experience in a hospital or medical setting preferred but not required



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. Apply Now