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Patient Services Coordinator I

2 months ago

Chelsea, Massachusetts, United States Massachusetts General Hospital Full time
Job Summary

The Patient Services Coordinator I provides administrative support to healthcare providers in a high-volume ambulatory setting. This role serves as the primary interface between patients and providers, emphasizing efficient and courteous customer service.

Key Responsibilities
  • Greet patients in a professional manner and register demographic information.
  • Update patient records and ensure accurate information is transferred to the Contact Center.
  • Schedule, reschedule, and cancel patient appointments, reviewing key registration elements with patients.
  • Send confirmation and reminder letters, and make reminder calls to patients 48 hours prior to appointments.
  • Collect co-pays, process deposits, and reconcile cash collections.
  • File and purge patient-related materials, maintaining confidentiality.
  • Provide cross-coverage for team members and perform other tasks to facilitate patient flow and enhance service quality.
Customer Service Expectations
  • Convey compassion and empathy in interactions with patients and staff.
  • Be respectful, honest, and fair in all interactions.
  • Be attentive to patient needs and provide solutions or services as needed.
  • Collaborate with others to maintain a cooperative and friendly work environment.
  • Be accountable for actions and maintain confidentiality.
  • Share information proactively and adapt to changing situations.
  • Act professionally, build trust, and demonstrate results-oriented behavior.
Requirements
  • Associate's Degree in Secretarial Science or Business, or a Secretarial Training Certificate Program.
  • Prior customer service experience, preferably in a medical or healthcare setting.
  • Basic computer skills to use EPIC scheduling, registration, and medical record modules.
  • Knowledge of medical terminology, HIPAA confidentiality and privacy policies, and disaster protocols.