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Healthcare Administrative Coordinator II

2 months ago

Danvers, Massachusetts, United States Mass General Brigham Full time

GENERAL SUMMARY/OVERVIEW STATEMENT:

The Healthcare Administrative Coordinator II, operating under general oversight, delivers essential administrative assistance to healthcare professionals in a bustling outpatient environment, acting as the primary liaison between patients and providers. This role emphasizes the capacity to prioritize tasks, manage confidential patient data, schedule appointments, coordinate diagnostic tests, referrals, and other managed care-related matters. The coordinator serves as a key resource for support personnel.

PRINCIPAL DUTIES AND RESPONSIBILITIES:

• Executes all responsibilities associated with a Healthcare Administrative Coordinator I.

• Conducts all check-in and check-out procedures, adhering to established Front Desk Standards of Operations.

• Offers support and information to providers to troubleshoot and address complex administrative patient concerns.

• Manages daily processing and reconciliation of encounter forms.

• Ensures the accuracy of all documentation and performs basic coding as necessary for processing visit encounter forms.

• Possesses a comprehensive understanding of HMO, Managed Care, and other Third Party Insurers, serving as a resource for patients regarding managed care plans, insurance, and referral inquiries, including electronic insurance verification.

• Familiar with financial services and self-pay options, providing patients with relevant information as needed.

• Handles and prioritizes more intricate telephone inquiries, utilizing excellent customer service skills.

• Maintains confidentiality and privacy in accordance with HIPAA regulations.

• Fully engages in and supports all revenue enhancement initiatives, including but not limited to registration verification, co-payment collection, cash management, and encounter form reconciliation.

• Schedules patient appointments and creates referral templates for specialty consultations and diagnostic evaluations as required. Coordinates the scheduling of diagnostic procedures.

• Tracks and manages referral appointments and visits for effective follow-up.

• Provides coverage for other practice staff during absences, vacations, or fluctuations in workflow as necessary.

• Assists in the training and orientation of new personnel when applicable.

• Performs all other related tasks that facilitate patient flow through the practice or enhance the quality of service provided to patients.

• Participates in special projects as assigned.

CUSTOMER SERVICE RESPONSIBILITIES:

Demonstrates Compassion: Shows awareness and sensitivity to the needs of others.

Respects Others: Considers diverse viewpoints and treats individuals with honesty, fairness, and integrity.

Attentive to Others: Actively seeks ways to assist customers by identifying and proposing suitable solutions and services.

Collaborates with Others: Fosters cooperative working relationships and promotes team identity within the department and hospital.

Accountable for Actions: Establishes trust and credibility with others, demonstrating efforts to succeed and uphold patient privacy.

Informative: Proactively shares relevant information with colleagues and patients.

Adaptable to Others: Effectively manages multiple demands, shifting priorities, and rapid changes, adjusting plans and approaches as necessary.

Acts Professionally: Builds trust through reliability and authenticity, demonstrating results-oriented behavior.

Emotionally Self-Aware: Understands the implications of personal emotions and manages them appropriately.

Safety: Adheres to safety protocols for both patients and staff.

QUALIFICATIONS:

• Associate's Degree in Secretarial Science/Business or completion of a Secretarial Training Certificate Program is desirable.

• Minimum of 3 years of administrative experience or equivalent in a healthcare-related environment.

SKILLS/ABILITIES/COMPETENCIES REQUIRED:

• Proficient in computer skills necessary for utilizing relevant modules of electronic medical records.

• Strong command of the English language, including medical terminology.

• Exceptional organizational skills with the ability to manage multiple tasks and attention to detail.

• Ability to work independently or collaboratively within a team.

• Excellent interpersonal and communication skills.

• Proven ability to work effectively and courteously with diverse groups of patients, staff, and providers.

• Demonstrated problem-solving skills and the ability to serve as a resource for team members, resolving complex issues on behalf of providers and patients.

• In-depth understanding of managed care and relevant insurance/medical coverage.

• Knowledge of HIPAA confidentiality and privacy policies.

• Understanding of disaster protocols, including fire safety and emergency codes, as mandated by training guidelines.