Patient Services Coordinator II, Home Base

1 week ago

Charlestown, Massachusetts, United States Mass General Brigham Full time
Job Summary

Massachusetts General Hospital is seeking a highly skilled and compassionate Patient Services Coordinator II to join our Home Base team. As a key member of our team, you will provide exceptional patient care and service, ensuring a positive experience for our patients and their families.

Responsibilities
  • Provide a welcoming and caring attitude to all patients arriving for visits.
  • Manage incoming communications from patients and families, investigating and documenting their needs, concerns, and expectations.
  • Support patients with insurance, billing, and medical administrative questions, distributing and documenting HIPAA information, and establishing patient identity.
  • Manage appointment scheduling for patients within various programs.
  • Remain current with federal and state changes to HIPAA and identity issues, adapting front desk workflow as needed.
  • Work flexible hours to meet the demands and changing needs of our growing practice.
  • Provide support and information to providers to problem-solve and manage complex administrative patient issues.
  • Triage and manage complex telephone calls, utilizing courteous customer service skills.
  • Maintain confidentiality and privacy, consistent with HIPAA guidelines.
  • Execute behavior management protocols for disruptive patients, practicing de-escalation skills and reframing techniques.
  • Employ awareness and maintenance of proper professional boundaries with psychiatric patients.
  • Assist clinicians and managers in emergent situations, working collaboratively with MGH Police & Security representatives.
  • Interface with patient teams to direct messages to appropriate team members, closing the loop with patients and supporting teams as needed.
  • Manage incoming paper medical records, storage, and access, documenting receipt of outside records in the Electronic Medical Record (EMR).
  • Manage/sort and date stamp incoming mail and other paper communications, inputting to EMR system.
  • Engage with care teams and support members in all matters appropriate to patient care services needed and skills of this position.
  • Provide cross-coverage for other Clinic staff members for absences, vacations, etc., and during variations in workflow, as needed.
  • Coordinate upkeep of patient files, both in paper and electronic form, through paper filing and scanning of documents into the EMR as needed.
  • Perform all other related tasks that facilitate the flow of patients through the practice or enhance the quality of service to patients.
Requirements
  • A high degree of initiative and independent judgment.
  • Excellent time management skills and ability to prioritize tasks.
  • Strong computer skills necessary to use computerized scheduling, billing, prescription ordering, and electronic medical record systems.
  • Knowledge of MS Office software (i.e., Word, Excel, Outlook).
  • Excellent and effective customer service and communication skills, demonstrated ability to work effectively and courteously with various groups of individuals.
  • Excellent written and verbal communication skills.
  • Ability to function as a member of a team and share knowledge and skills within the team.
  • Ability to conceptualize situations, actively resolve problems, and complex issues on behalf of providers and patients, and appropriately seek guidance and direction when needed.
  • Ability to respond patiently and perform in stressful situations and handle difficult calls.
  • Excellent and effective interpersonal and communication skills, in person, phone, and/or in writing.
  • Understanding of medical referral and prior authorization process is preferred.
  • Superior patient care and service attitude and correspondence skills.
  • Excels within and helps to enable a process improvement and team building environment.
  • Works well both independently and as part of a multidisciplinary team.
  • Demonstrated ability to problem-solve and function as a resource to other members of the team and resolve complex issues on behalf of the providers and the patients.
  • Ability to work independently or within a team environment.
  • Demonstrated knowledge of HIPAA Confidentiality and Privacy Policies.
  • Demonstrated understanding of Disaster protocols to include fire, safety, and code calls, per the mandatory training, as outlined by MGH and JCAHO guidelines.

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