Patient Services Coord. III - Operations Support
Massachusetts General Hospital(MGH)

Job Info

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GENERAL SUMMARY/ OVERVIEW STATEMENT:

Internal Medicine Associates (IMA) is committed to working with patients and their families to help them take an active and educated role in their treatment. We are focused on disease prevention through risk assessment, education, preventative action, appropriate specialized care, and early diagnosis and treatment. The practice promotes a collaborative and innovative environment, with an emphasis on effective communication, organized priorities, task completion, and patient confidentiality.

The Patient Services Coordinator III - Operations Support, under supervision of the Operations Manager, focuses on operational work that supports the smooth functioning of the practice. This role also provides coverage of the patient facing roles in this high-volume, ambulatory setting.

PRINCIPAL DUTIES AND RESPONSIBILITIES:

Operations Support

• Resolves returned referrals in a timely manner.

• Manages and works the order-based scheduling work queue.

• Collects copays from patients that did not pay at their visit.

• Monitors and resolves appointments scheduled for patients with non-contracted insurance plans.

• Contacts patients to resolve PCP mismatches with insurance companies.

• Directs distribution of documents received via eFax.

Patient Care Support

• Able to perform all tasks of a Patient-Facing Patient Services Coordinator III, including check-in/check-out, scheduling, collecting payments, customer service, answering phones, directing electronic messages, documenting, and more.
• Provides back-up and lunch coverage as needed for "front desk" tasks.
• Supports Population Health management efforts by contacting patients to schedule overdue appointments to monitor chronic health issues.

Financial

• Understands financial services and self-pay resources and provides patients with information as needed.
• Possesses general knowledge of HMO, managed care, and other third-party insurers.
• Verifies insurance coverage and alignment with the correct PCP.
• Manages paperwork from home health agencies to expedite reimbursement.
• Follows clinic policies for reconciling co-payments.

Administrative

• Actively involved in Primary Care practice re-design and process improvement.
• Works collaboratively with patients, staff, clinicians, and managers to determine needs and solve problems.
• Provide administrative support to providers, including correspondence on behalf of physician.
• Notifies leadership of any issues with the environment, computers, printers, or office equipment.
• Assists in training and orientation of new coordinators and staff.
• Performs all duties and responsibilities of a Patient Service Coordinator I and II.
• Performs all other duties that are unit specific and are appropriate to this level of position.
• Other tasks as assigned.

Qualifications
EDUCATION:

High School Diploma or GED equivalent required. College education preferred.

3- 4 years of related experience preferably in a healthcare setting.

SKILLS/ABILITIES/COMPETENCIES REQUIRED:

• Exceptional organizational skills and ability to organize time and priorities effectively, asking for direction when appropriate. Flexibility to handle multiple tasks and deadline pressures.

• Ability to effectively manage day-to-day operational tasks. Adeptly establish priorities. Is flexible to accommodate changes in priorities.

• Demonstrates initiative, continually strives to enhance the credibility of department. Takes ownership and responsibility for work and behavior.

• Ability to solve problems and resolve complex issues on behalf of providers and patients.

• Ability to conceptualize situations. Appropriately seeks guidance and direction.

• Ability to appropriately evaluate all aspects of a situation and to independently make appropriate and timely decisions.

• Excellent interpersonal and communication skills and a good command of English language.

• Exceptional customer services skills.

• Knowledge of computer applications necessary. (word processing, electronic mail, Internet, and other office management systems).

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.

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