Patient Services Coord. II

Supports the academic and clinical practice for a multidisciplinary clinic. Practice is inclusive of Obesity Medicine physicians, Surgeons, Psychologists and Registered Dietitians. Duties include: management of Weight Center phone lines, scheduling patients for initial appointments with providers, management of provider messaging in baskets, management of assigned providers patient messages, other duties as assigned.

1. Assure efficiency throughout the office.

• Maintains confidentiality and privacy consistent with HIPAA guidelines.
• 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.
• Files copies of correspondence, reports, notes, etc., in appropriate locations.
• Provides cross-coverage for other practice PSC II for absences, vacations, etc. and during fluctuations in workflow, as needed.

• Coordinates and tracks referrals.
• Understands all HMO, Managed Care, and other Third Party Insurers.
• Functions as a resource for patients regarding managed care plans, insurance, and referral issues.
• Prepares and sends follow-up visit reminder letters to patients in a timely manner.
• Completely performs, and is a resource regarding, all revenue enhancement activities including, but not limited to, registration verification, co-payment collection, cash management, encounter form reconcilement, etc.
• Corresponds with patients and physicians regarding scheduling and operational questions via EPIC, Microsoft Teams and Outlook.

• Provides support and information to providers to problem-solve and manage complex administrative patient issues.
• Continually reaches out to patients on the reschedule and wait lists to provide them with an earlier appointment date.
• Prepares necessary documentation for the provider when the patient arrives for their appointment.

2. Assist’s physicians and other providers with work outside the visit related to managing a panel of patients.

• Triages and manages complex telephone calls, utilizing courteous customer service skills, ensures that calls and/or messages are directed to and received by providers and support staff, reviews these with physician or nurse per practice protocols and acts as directed.
• Schedules patient appointments, reschedules when necessary, and continually communicates with the patients regarding their care within the center.
• Coordinate’s scheduling of diagnostic testing in consultation with provider.

3. Maintains neat and clean work areas.

• Assures work and patient care areas are neat, clean and professional looking.
• Assures the practice is properly stocked, equipped and secured as applicable.
• Assures all equipment is in good working order and if not takes active steps to make sure equipment is repaired or replaced.

4. Promotes patient / customer satisfaction by interacting with patients in a professional, friendly manner consistent with their needs.

• Adheres to Human Resources and Department/Divisional policies with respect to attendance and dress code
• Adheres to MGH customer service philosophy in all patient interactions
• Communicates appropriately and effectively with patients

5. Functions as an integral part of the patient care team.

• Interacts in a professional, constructive and cooperative way with other practice staff.
• Accepts delegated responsibilities in a positive manner.
• Offers help to others in the practice when not busy.
• Engages in constructive problem solving with others in the practice as problems arise.
• Attends and participates in practice staff meetings.

6. Works on special projects as directed.

7. Additional duties as assigned.

In collaboration with the supervisor, identifies and meets learning needs.

Completes annual required training and updates knowledge through periodic in-services.

• High School Diploma or GED required.
• Minimum 2 years healthcare experience.

Exceptional organizational skills

Ability to work independently or in a team environment

Function as a resource to patients, staff and providers

Must be very reliable and able to function productively with minimal supervision

Excellent interpersonal and strong customer service skills required.

Sound judgment and problem-solving ability

Ability to prioritize

Accuracy and attention to detail

Ability to multitask and prioritize workflow in a fast paced, heavy volume practice
Must have strong written and verbal communication skills

Must be proficient in Microsoft Office suite, including but not limited to: Word, Excel, Teams.

The individual spends the majority of time in a busy multi-specialty practice office. This is a busy open area and may be noisy at times. Work must be executed under a fair degree of constant pressure. There may be some expectation to rotate between offices as needed for vacation fill-in, etc.