The Patient Services Coordinator II, under general supervision of the Practice Manager provides administrative support to health care providers in a high-volume ambulatory setting, functioning as the primary interface between the patient and providers within the Heart Failure and Transplant Service. The emphasis is placed on the ability to organize priorities, complete tasks, manage confidential patient information, and enhance the quality of service to patients.
PRINCIPAL DUTIES AND RESPONSIBILITIES:
- Performs all duties that are the responsibility of a Patient Service Coordinator I
- Provides support and information to providers to problem solve and manage complex administrative patient issues
- Performs the daily management of Epic In Basket with respect to patient scheduling and staff messages to members of the clinical team.
- Understands HMO, Managed Care, and other Third Party Insurers. Functions as a resource for patients around managed care plans, insurance and referral issues, with an ability to perform electronic insurance verification. Obtains prior authorizations for procedures as needed.
- Understands financial services and self-pay resources and provides patients with information as needed.
- Triages and manages more complex telephone calls, utilizing courteous customer service skills.
- Maintains confidentiality and privacy, which is consistent with HIPAA guidelines.
- Completely performs and is a resource to other team members in all revenue enhancement activities, including but not limited to registration verification, co-payment collection, cash management, encounter form reconcilement, etc.
- Schedules patient appointments. Coordinates the scheduling of diagnostic testing.
- Coordinates and tracks referral appointments and visits.
- Provides cross coverage for other Practice staff members for absences, vacations, etc. and during variations in workflow, as needed.
- 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.
- Works on special projects as directed.
QUALIFICATIONS:
- High School Diploma or GED required; Associate's Degree in Business/Secretarial Science or Secretarial Certificate Program desirable
- 3 years secretarial experience or equivalent in a medical or health care related setting preferred
SKILLS/ ABILITIES/ COMPETENCIES REQUIRED:
- Good command of the English language, including medical terminology
- Excellent interpersonal and verbal/written communication skills
- Exceptional organizational skills, flexibility to manage multiple tasks and accurate attention to detail
- Ability to work independently and within a team environment
- Ability to solve problems and resolve complex issues on behalf of providers and patients
- Ability to function as a role model and provide administrative guidance to others
- Knowledge of computer applications necessary to function in administrative role
Physical Requirements
Standing Occasionally (3-33%) Walking Occasionally (3-33%) Sitting Constantly (67-100%) Lifting Occasionally (3-33%) 20lbs - 35lbs Carrying Occasionally (3-33%) 20lbs - 35lbs Pushing Rarely (Less than 2%) Pulling Rarely (Less than 2%) Climbing Rarely (Less than 2%) Balancing Occasionally (3-33%) Stooping Occasionally (3-33%) Kneeling Rarely (Less than 2%) Crouching Rarely (Less than 2%) Crawling Rarely (Less than 2%) Reaching Occasionally (3-33%) Gross Manipulation (Handling) Constantly (67-100%) Fine Manipulation (Fingering) Frequently (34-66%) Feeling Constantly (67-100%) Foot Use Rarely (Less than 2%) Vision - Far Constantly (67-100%) Vision - Near Constantly (67-100%) Talking Constantly (67-100%) Hearing Constantly (67-100%)
The General Hospital Corporation is an Equal Opportunity Employer. By embracing diverse skills, perspectives and ideas, we choose to lead. All qualified applicants will receive consideration for employment without regard to race, color, religious creed, national origin, sex, age, gender identity, disability, sexual orientation, military service, genetic information, and/or other status protected under law. We will ensure that all individuals with a disability are provided a reasonable accommodation to participate in the job application or interview process, to perform essential job functions, and to receive other benefits and privileges of employment.
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Massachusetts General Hospital
May 22, 2025