Patient Services Coordinator, Call Center

Site: Nantucket Cottage Hospital

 

Mass General Brigham relies on a wide range of professionals, including doctors, nurses, business people, tech experts, researchers, and systems analysts to advance our mission. As a not-for-profit, we support patient care, research, teaching, and community service, striving to provide exceptional care. We believe that high-performing teams drive groundbreaking medical discoveries and invite all applicants to join us and experience what it means to be part of Mass General Brigham.

 

Job Summary

Under general supervision, the Patient Services Coordinator provides administrative support to health care providers in high-volume ambulatory settings, 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, schedule patient appointments and diagnostic testing, referrals, and other managed care related issues. The Patient Services Coordinator is responsible for front desk greeting, check in, check out, scheduling patient appointments, diagnostic testing, coordinating referral, authorizations, and managed care related issues. This position is responsible for managing the day-to-day patient flow at time of check-in and check-out. The Patient Services Coordinator is expected to take complete responsibility for every customer interaction by creating a welcoming environment and providing outstanding service. The Patient Services Coordinator will work with colleagues and clinicians in one or a combination of ambulatory settings.

 

Required Competencies:

 

Service Excellence

• Demonstrates a commitment to the NCH/NCMG Mission, Standards of Behaviors, and department service vision.
• Enthusiastically connects with a diverse population of patients, caregivers, and colleagues.
• Prioritizes work in alignment with the needs of the patients, family members, caregivers, and colleagues.
• Ability to maintain a high level of professionalism and handles all situations diplomatically and courteously.
• Consistently maintains a comfortable, clean, and safe setting.
• Adheres to department dress policy.

 

Attention to Detail

• Adheres to assigned schedules to ensure appropriate staffing coverage.
• Performs all check-in and check-out functions.
• Receives and responds to internal and external telephone calls from patients, caregivers, coworkers and other departments. 
• Schedules all forms of ambulatory patient appointments.
• Responsible for collecting patient payments.

 

Communication       

• Demonstrates strong verbal and written skills.
• Provides accurate information and clear explanations regarding appointment requirements, instructions, policies, and procedures.
• Adapts communication style to varying customer needs.
• Employs active listening skills.

 

Collaboration & Teamwork

• Exhibits diplomacy and communicates with others in a manner that demonstrates respect, professionalism, and a commitment to the team.
• Offers and seeks assistance to and from coworkers that supports the team and ensures that patient needs are not compromised.
• Provides cross coverage during unexpected and scheduled absences.
• Participates in department initiatives and contributes to the team’s success.
• Acts as a liaison between key departments, providers, and coworkers.
• Assists in mentoring new staff as directed.

 

Flexibility & Resilience

• Demonstrates flexibility and adapts to shifting priorities in response to the needs of patients, caregivers, and colleagues. This includes cross coverage with other ambulatory departments when necessary.
• Responds to change with a positive attitude and remains open-minded.
• Demonstrates ability to rebound quickly when confronted with challenging situations.
• Demonstrates a willingness to learn.

 

General Responsibilities:

• Has primary responsibility for scheduling and rescheduling patient appointments in accordance with established guidelines. Utilizes wait list to fill cancelled appointments. 
• Answers and triages incoming telephone calls, takes messages and assists patients and families with problem resolution both in-person and over the telephone to include the “MD access line.”
• Conducts appointment confirmation calls and sends confirmation letters when applicable.
• Reviews the daily patient schedule and ensures that all appropriate preparations are in place to facilitate efficient patient flow for the day and correct demographic and insurance information is in place.
  • Understand HMO, managed care, and other third-party insurers. Function as a patient resource around managed care plans, and insurance and referral issues with the knowledge to perform electronic insurance verification. Understand financial services and self-pay resources, and to provide patients with information as needed.
• Greets patients and visitors. Performs all patient check-in duties including payment collection, informing patients of anticipated wait times, and collecting and ensuring all necessary paperwork is completed.
• Provides cross coverage as necessary, including lunch and vacation coverage.
• Monitors Televox for patient appointment confirmations.
• Works closely with other Nantucket Cottage Medical Group/Nantucket Cottage Hospital departments to schedule visits. 
• Coordinates interpreter services and patient transportation, as necessary.
• Prints pre-visit summary and labels at check-in and after visit summary upon check-out with-in the hospital campus.
• Obtains pertinent new patient information.
• Schedules ancillary appointments.
• Responsible for assisting and obtaining appropriate referral information from referral source.
• Pre-screens incoming referrals according to selection criteria.
• Coordinates prior authorizations.
• Coordinates medical documentation, scanning and indexing into the electronic medical record.
• Effectively navigates Epic, legacy systems, Patient Gateway, and MS Office suite technology systems.  May function as a super-user as applicable.
• Responsible for sorting mail, incoming electronic fax queues and directs correspondence to the appropriate recipient.
• Monitors and manages Patient Gateway daily. 
• Coordinates clinical and/or physician administrative schedules.
• Maintains patient confidentiality in compliance with HIPAA guidelines.
• Perform other duties as assigned.

Essential Qualifications, Knowledge, Skills, and Abilities Required for the Position

Interpersonal requirements:

• Must demonstrate strong interpersonal skills and be able to work cooperatively as part of a team and to work independently. Requires strong communication skills and good command of the English language.   
• Must be able to communicate effectively and professionally with internal and external customers.

Technical requirements:

• Proficiency with MS Windows and strong keyboard skills. Demonstrated understanding of managed care and other insurance plans. Knowledge of HIPAA Confidentiality and Privacy Policies. Requires understanding of NCH/NCMG emergency protocols. Scheduling systems knowledge preferred. Knowledge of medical terminology and Epic systems experience desirable.

Environmental requirements:

• Fast paced practice environment handling multiple demands. Exceptional organizational skills and flexibility to manage multiple tasks simultaneously. Must demonstrate acumen for attention to detail. Must be able to exercise appropriate judgment as necessary and strong problem-solving skills.  Requires ability to adapt positively to changes related to policies, procedures, regulations, and staffing.

Ability to:

• Ability to tactfully communicate with both internal and external customers.
• Ability to handle stress and work in emergency situations. 
• Ability to use of fingers and hands to operate all department-related equipment and to perform all job duties. Additionally, must use beeper, telephone, calculator, fax, and other related office equipment.
• Ability to frequently bend, using back and knees.
• Ability to stand and walk 40%, sit 60% of the time. Ability to frequently climb, bend, reach, stoop, squat, help lift objects from five to fifty pounds and move patients via wheelchair or stretcher.
• Ability to present themselves in a professional manner.
• Ability to work both independently or with a team approach.
• Demonstrated ability to work effectively and courteously with various groups of patients, staff, and providers.
• Demonstrated ability to problem solve and functions as a resource to other members of the team and resolve complex issues on behalf of the providers and the patients.

 

Credentials and Experience Required

• Associate degree in Secretarial Science/Business, or a secretarial training certificate program, preferred.  High school diploma required. 
• English language proficiency in speaking, reading, writing, and typing is required.
• Medical experience in a Doctor’s office is strongly preferred.
• Minimum of 2 years secretarial experience or equivalent in a medical or health care related setting preferred.
• Demonstrates excellent Customer Service skills.
• Computer skills including MS Office necessary to utilize multiple programs required.
• Valid driver’s license preferred to run errands locally or if delivery of equipment is required.

Special Requirements

• Days, evenings, weekends, and holidays required for this position.
• Must be available to work in the case of a declared hospital emergency.

 

Physical Requirements

Standing Frequently (34-66%)

Walking Frequently (34-66%)

Sitting Occasionally (3-33%)

Lifting Frequently (34-66%) 35lbs+ (w/assisted device)

Carrying Frequently (34-66%) 20lbs - 35lbs

Pushing Occasionally (3-33%)

Pulling Occasionally (3-33%)

Climbing Rarely (Less than 2%)

Balancing Frequently (34-66%)

Stooping Occasionally (3-33%)

Kneeling Occasionally (3-33%)

Crouching Occasionally (3-33%)

Crawling Rarely (Less than 2%)

Reaching Frequently (34-66%)

Gross Manipulation (Handling) Frequently (34-66%)

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%)

 

Onsite

 

57 Prospect Street

 

40

 

Regular

 

Day (United States of America)

 

Pay Range

$25.85 - $49.08/Hourly

 

Grade

SN1S10

 

At Mass General Brigham, we believe in recognizing and rewarding the unique value each team member brings to our organization. Our approach to determining base pay is comprehensive, and any offer extended will take into account your skills, relevant experience if applicable, education, certifications and other essential factors. The base pay information provided offers an estimate based on the minimum job qualifications; however, it does not encompass all elements contributing to your total compensation package. In addition to competitive base pay, we offer comprehensive benefits, career advancement opportunities, differentials, premiums and bonuses as applicable and recognition programs designed to celebrate your contributions and support your professional growth. We invite you to apply, and our Talent Acquisition team will provide an overview of your potential compensation and benefits package.

 

1575 Nantucket Cottage Hospital is an Equal Opportunity Employer. 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. To ensure reasonable accommodation for individuals protected by Section 503 of the Rehabilitation Act of 1973, the Vietnam Veteran’s Readjustment Act of 1974, and Title I of the Americans with Disabilities Act of 1990, applicants who require accommodation in the job application process may contact Human Resources at (857)-282-7642.

 

Mass General Brigham Competency Framework