Patient Services Coordinator II

Company: Massachusetts General Physicians' Organization
Location: Cambridge
Posted on: March 15, 2023

Job Description:

Job Description - Patient Services Coordinator II (3233483) Patient scheduling in the high-volume out-patient ambulatory Multidisciplinary Medical Infusion Center (MIC) is a complex function requiring an understanding of various infusion procedures. It requires the ability to understand multiple medication cycles/schedules for various diagnoses and to assist with data integration into the MIC schedule. This person will negotiate patient-centered care between offices and the out-patient MIC departments. The position is contingent on the individual's communication skills and the ability to synthesize data quickly and accurately. This position will report to the Administrative Director and to the Nurse Manager, who has overall responsibility for managing the environment of care in which patients receive infusions. In addition to thoroughly monitoring and scheduling from the referral database, providing administrative support to the MIC, and providing excellent professional and compassionate customer service, the individual will be involved in the unit's daily operations, including arriving/checking-in patients, collecting applicable co-payments and other outstanding patient balances, checking-out patients, answering and handling patient phone calls.

• Individual will perform all duties and responsibilities of a PSC I
• Troubleshoots complex infusion schedules and anticipates impact on MIC volume. -
• Provides proficient scheduling support to office practices -
• Identifies and communicates process issues that create inefficiencies within the operation. Assists in their resolution, working within the hospital system and with management for the department as a whole. -
• Consistently maintains confidentiality and privacy and adheres to HIPAA regulations. -
• Maintains daily schedule volume at a level rate; alerts unit management with potential problems and proposed resolutions. -
• Responsible for the maintenance of the scheduling data base, including ongoing interactions with the PEC team as it relates to new visit types and new scheduling templates. -
• Responsible for ensuring that patient demographic information is correct and consistent with the registration system for all patients. - Assists with troubleshooting customer service complaints in coordination with Nursing Manager as needed. Follows up with physicians offices on all cancelled/missed infusion appointments Analyzes the scheduling data base quarterly for review of efficiency measures including chair utilization - Responsible for ordering supplies related to the applicable work area(s). Provides cross-coverage for other adjacent Practice/Specialties (e.g. Neurology, Gastroenterology and Rheumatology) staff as needed (e.g. variations in workflow and breaks, absences, vacations, etc.). Helps maintain the organization and cleanliness of the waiting room and patient areas and handles patient needs as they arise. Individual will work closely with the Central Authorization Unit (CAU) to facilitate the coordination of medical necessity documentation for denials and off-label work queues. Individual will work closely with the Referral Management Office (RMO) to ensure new infusion patient appointments are booked appropriately and with applicable nursing staff to ensure wrap-up documentation is consistent and appropriate for follow-up scheduling.
  • Assists with special projects and other duties as needed and or assigned. QUALIFICATIONS: - High School diploma or GED required. Higher education/training in any one of the following categories preferred - Certificate Program in Secretarial Training, Associates Degree or Bachelors Degree. Minimum of 2 years of directly related experience in customer service related administrative office environment, though strong preference is given to individuals with at least 1 year working in an ambulatory out-patient environment Clinical understanding of out-patient procedure scheduling SKILLS/ ABILITIES/ COMPETENCIES REQUIRED:
    • Ability to interpret requests for booking infusions
    • Outstanding communication and interpersonal skills
    • Ability to function independently, with limited supervision, as well as within a team
    • Exceptional phone and customer service skills
    • Ability to multitask and prioritize a large workload
    • Excellent organizational and time management skills
    • Strong problem solving skills
    • Good understanding of medical terminology
    • Strong computer skills, including proficiency using the EPIC system and applicable Cadence and clinical modules, Microsoft platforms - e.g. Word, Excel, and other applications
    • Demonstrates an understanding of Disaster Protocols to include fire, safety, 911 calls, per mandatory training, as outlined by MGH and JCAHO guidelines WORKING CONDITIONS: Normal office or ambulatory practice conditions. - Requires physical ability to do computer work, lift records/mail/supplies (approximately 10-20 lbs.) and walk distances between functional areas of responsibility 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. - Primary Location Work Locations MGH 165 Cambridge 165 Cambridge Street Job Customer Service Organization Massachusetts General Hospital(MGH) Schedule Full-time Standard Hours 40 Shift Rotating Posted Shift Description Monday - Friday 9a-5:30pm

Keywords: Massachusetts General Physicians' Organization, Cambridge , Patient Services Coordinator II, Other , Cambridge, Massachusetts