Patient Services Coord. II

2 days ago

Boston MA United States Massachusetts General Hospital Full time

The Patient Services Coordinator (PSC) serves as an integral member of the Continuous Ambulatory Peritoneal Dialysis Unit. Under the direction of the Practice Administrator and Nurse Director, s/he will support the Unit's financial, quality and safety, and clinical operations. The successful candidate must be able to effectively multi-task, troubleshoot, and rapidly adapt to change within this role. The ideal candidate will possess strong skills in clinical operations, attention to detail, and knowledge of Division/MGH/MGB policies and procedures. On a daily basis, the PSC interacts with patients and colleagues from various disciplines and backgrounds and must possess strong communication (both written and verbal) and interpersonal skills. This role handles sensitive information related to patient scheduling and operational metrics, meaning the ideal candidate must be comfortable working with and protecting confidential information. The PSC is expected to be HIPAA and Joint Commission compliant, follow the Division's code of conduct, and be guided by the MGH Mission, Credo, and Boundaries. The PSC will learn the intricacies of ESRD home care (peritoneal dialysis), data collection for the US government Crown Web system, required paperwork for the New England ESRD Network, support of DPH quality measures, and support the daily ESRD CAPD billing and portions of the professional billing as well.


PRINCIPAL DUTIES AND RESPONSIBILITIES:


RESPONSIBILITIES


Outpatient Scheduling:


  1. Oversees weekly/monthly patient appointments in the CAPD unit and with CAPD nephrologists.
  2. Facilitates scheduling process with individual patients and family members.
  3. Reviews individual patient's insurances and refers patients to MGH financial services/financial coordinator as needed.
  4. Schedules patients for dialysis options education as part of the Center for Renal Education.
  5. Schedules nutritional appointments for patients' pre-dialysis.

Operational Functions:


  1. Submits eChecks, reimbursements, and Purchase Orders for Unit as needed.
  2. Compiles outpatient productivity and volume.
  3. Tracks outpatient clinic utilization reports monthly, including the monthly data for DPH outcome measures.
  4. Documents clinic no-show and cancellation rate reports for CAPD and Center for Renal Education.
  5. Compiles CAPD Unit activity monthly, including lab results, transfers, admissions, morbidity, mortality, inpatient nursing activity, training sessions, home visits, CAPD transplant patients, and infection data with the CAPD Nurse Director as required by both DPH and hospital administration.
  6. Obtains security clearance from the US government to participate in the data collection for Crown Web.
  7. Completes all necessary training to obtain and maintain security clearance for Crown Web.
  8. Oversees and orders all medical supplies for the Unit through Peoplesoft and outside providers.
  9. Oversees the maintenance of all computer stations, printers, and photocopy machines in the Unit.
  10. Creates all required patient letters for work-related issues, financial funding for home utilities, jury duty, and any unusual home equipment.
  11. For traveling dialysis patients, provides all necessary letters for airlines, alternative transportation, and receiving dialysis units.
  12. Prepares charts for patients to accompany them on any travel or transfer to other units.
  13. Answers the phone, handles all incoming/outgoing mail, and files all paperwork/scans results into EPIC.
  14. Submits accurate accounts monthly to the Professional billing office.
  15. Counsels nephrologists regarding training codes and monthly clinic visit codes, entering encounters into EPIC.
  16. Completes daily billing for all CAPD/CCPD patients at home and bills for training and bundled medications.
  17. Networks with assigned billing representatives for any billing-related issues.
  18. Periodically reviews billing procedures to ensure accuracy.
  19. Networks with billing representatives for nursing activity in the inpatient setting: ER, inpatient units.
  20. Maintains home purchasing orders for all patients.
  21. Supports the nurse director and practice administrator in completing all required paperwork for EQRS, New England Network, DPH, JCAHO, and MGH.

SKILLS & COMPETENCIES REQUIRED:


  • Excellent written and verbal communications skills. Must be comfortable interacting with all levels of personnel within the hospital and appropriately represent the Unit in a positive manner.
  • Must be willing to work with chronically ill patients.
  • Excellent organizational skills and attention to detail are required.
  • Effective analytical skills, or the desire to develop analytical skills, are required.
  • Experience with quality improvement projects, or the desire to learn quality improvement skills, preferred.
  • Ability to work with sensitive and confidential information required.
  • Requires flexibility and the ability to handle multiple tasks at once. The ability to identify and prioritize important tasks as they arise is key in this role.
  • Must be a team-oriented professional who is sensitive and supportive of the needs and emotions of colleagues.
  • The successful candidate will be a proactive, self-motivated individual with the ability to work both independently and in a team environment.
  • Proficiency with Microsoft Office Suite (Outlook, Excel, Word, PowerPoint) required. Experience with PeopleSoft and Epic preferred.
  • Knowledgeable and compliant in all hospital, State, and Federal regulatory requirements, including the Palliative Care Division's code of conduct, the MGH mission, credo, and boundaries, hospital policy and procedures (where applicable), Joint Commission on Accreditation of Healthcare Organizations (JCAHO), and Health Insurance Portability and Accountability Act of 1996 (HIPAA).

EXPERIENCE:


Minimum of 3 to 5 years' experience, preferred in medical/clinic setting.


Minimum Required:


  • High school diploma, GED, or equivalent.

Preferred:


  • Some college or Associate's degree.
  • Bachelor's Degree.

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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