Patient Services Coordinator III
Massachusetts General Hospital(MGH)

GENERAL SUMMARY/ OVERVIEW STATEMENT:

The Patient Services Coordinator III - Scheduler, under general supervision, provides administrative support to health care providers in a high-volume ambulatory setting, functioning as the primary interface between the patient and the providers. The emphasis is placed on the ability to organize priorities, complete tasks, manage confidential patient information, and schedule patient appointments, diagnostic testing, referrals, and other managed care related issues.

PRINCIPAL DUTIES AND RESPONSIBILITIES:

• Performs all duties relating to the Infusion scheduling unit, which include scheduling infusion appointments, diagnostic testing, and referrals for patients.
• Process the morning service call report ensuring that all patients issues are handled, and places consults to appropriate physicians.
• Provides basic information and instructions to patients regarding the practice and watches over the timeliness of patient flow to departmental areas.
• Reschedule patient appointments; maintain MD schedules in Epic.
• Works on special projects as directed.
• Schedule, re-schedule and cancel patient office appointments for the practice. Review key registration elements with patients as required.
• Provides support and information to problem solve and manage patient issues.
• Maintains confidentiality and privacy, which is consistent with HIPAA guidelines.
• Provides cross coverage for other Practice staff members for absences, vacations, etc. and during variations in workflow, as needed.
• Provides basic information and instructions to patients regarding the practice.
• Assists with training and orientation of new staff, where applicable.
• Performs all other related tasks which would facilitate the flow of patients through the practice, or which would enhance the quality of service to patients.

Qualifications
QUALIFICATIONS:

• High School Diploma or GED required.
• Associate's Degree in Secretarial Science/Business or a Secretarial Training Certificate Program preferred.
• Minimum of 3 years secretarial experience in a medical or health care related setting required

CUSTOMER SERVICE RESPONSIBILITIES REQUIRED

• Knowledge of computer skills necessary to use appropriate modules of IDX, electronic medical record modules and transition to PATCOM, as required.
• Good command of the English language, including medical terminology.
• Exceptional organizational skills, flexibility to manage multiple tasks and the accurate attentive to details.
• Ability to work independently or within a team environment.
• Excellent and effective interpersonal and communication skills.
• Demonstrated ability to work effectively and courteously with various groups of patients, staff and providers.
• 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.
• Demonstrated in-depth understanding of managed care and all other pertinent insurance/medical coverage
• 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.
• Conveys Compassion: Demonstrates awareness and shows sensitivity to others needs.
• Respectful of Others: Considers others viewpoints and treats others with honesty, fairness and integrity. Speaks highly of the capabilities of the hospital and its staff.
• Attentive to Others: Actively looks for ways to help customers by identifying and proposing appropriate solutions and/or services.
• Collaborates with Others: Maintains cooperative working relationships and builds team identity. Promotes a friendly, cooperative climate within the department and hospital setting.
• Accountable for Actions establishes a high degree of trust and credibility with others. Evokes confidence in character, abilities and truthfulness. Demonstrates efforts to succeed and excel. Guards patient privacy.
• Informative: Proactively shares information with others.
• Adaptable to Others: Managers multiple demands, shifting priorities and rapid change. Adapts plans, behavior or approaches to fit major change situations.
• Acts Professionally: Builds trust through reliability and authenticity. Demonstrates results oriented behavior. Develops constructive, cooperative relationships with others.
• Emotionally Self Aware: Understands the implications of own emotions and managers appropriately.
• Safety: Is aware of and adheres to safety measures for both patient and staff.

WORKING CONDITIONS:

Normal office conditions.

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.

---