Patient Service Coordinator II

Site: The General Hospital Corporation

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.

Chelsea Health Center- fully onsite

Monday-Friday: 8:30 AM - 5:00 PM

Evening & Saturday Rotations:

• Evening Shift: Up to 8:00 PM
• Saturday: 8:00 AM - 12:00 PM

Job Summary

Under general supervision, supports practice operations and customer service quality within an ambulatory practice. Works with physicians and other clinical staff members to ensure a quality-based, customer-oriented flow of work throughout the practice. Handles managed care issues and assists patients with the financial aspects of their visit. Serves as a resource person for staff and clinicians.

Qualifications

Need to be able to rotate evening and Saturday on a regular basis

May include duties and responsibilities of the Clerk, Office Assistant and/or Patient Services Coordinator, Level I, as well as:

Assists in the orientation and training of new support staff members.

Understands managed care plans, HMOs, and unusual coverages and provides information to patients regarding eligibility for services. Ensures that practice employees understand insurances.

Traces Front Desk Billing Issues, uses appropriate modules of EPIC, US Bank, Microsoft Outlook, Nehen, prepares/Batches completed waiver forms. co-payment collection.

Maintains Stock of Front Desk supplies, Responsible for incoming/outgoing mail and Faxes and its distribution.

Responsible for keeping correspondence up to date. Locks drawer at the end of the night for cash security. Assist customer with Patient Gateway by providing instructions and assistance with registration and use.

Checks in/checks out patients and performs all tasks associated with check-in/check-out workflows

Schedules appointments, calls to confirm appointments as necessary, makes appointment changes as necessary

Manages office mail and faxes

Answers phones and clears voicemails on a timely basis

Works closely with the clinical staff to determine needs and solve problems.

Troubleshoots problems with customer service issues.

Establishes office systems.

May prepare procedure manuals/insurance handbooks.

Performs all other duties that are practice specific and are appropriate to this level of position at the discretion of the practice manager, administrative coordinator, PSC team leader and/or unit chief.

Education

High School Diploma or Equivalent required. 2 to 3 years of experience required

Can this role accept experience in lieu of a degree?

No

Licenses and Credentials

Certified Medical Administrative Assistant [CMAA] - Data Conversion- Various Issuers preferred

Experience

office experience 2-3 years required

Knowledge, Skills and Abilities

• Demonstrated knowledge of computer skills necessary to use appropriate modules/systems in IDX, LMR, US Bank, Micro soft Outlook, Nehenlite, electronic medical record modules and transition to future systems as required.
• Good command of the English and Spanish languages, including medical terminology.
• Excellent communication skills.
• Exceptional organizational skills and strong attention to details.
• Ability to manage multiple tasks in a fast pace environment.
• Ability to work independently or within a team environment.
• Ability to work effectively and courteously with various groups of patients, families, support staff and providers.
• Able to problem solve and serve as a resource to other members of the team, and resolve complex issues on behalf of the providers and the patients.
• Knowledge of HIPAA Confidentiality and Privacy Policies.
• Knowledge and understanding of Disaster Protocols to include; Fire, Safety and- Code Calls, in accordance with the mandatory training as out lined by MGH and- JACHO guidelines
• Proficiency with all Office Suite, Knowledge of office operations and standards and understanding of office procedures including filing, copying, scanning, printing and faxing.
• Ability to use phone system and manage more non-routine phone calls and solve routine issues as appropriate.
• Communicating effectively in writing as appropriate for the needs of the audience and talking to others to convey information effectively.
• Understanding written sentences and paragraphs in work related documents, to correspond and communicate with others clearly and effectively (including composing/editing e-mail, memos and letters), and to take complete and accurate messages.
• Managing one's own time and the time of others.
• Well organized and good time management skills to manage multiple tasks effectively, follow established protocols, and work within systems.

Additional Job Details (if applicable)

WORKING CONDITIONS: Describe the conditions in which the work is performed.

Normal office/ambulatory practice conditions.

SUPERVISORY RESPONSIBILITY: List the number of FTEs supervised. 0

May provide functional guidance to other PSC Level II employees

Remote Type

Onsite

Work Location

151 Everett Avenue

Scheduled Weekly Hours

40

Employee Type

Regular

Work Shift

Day (United States of America)

Pay Range

$17.71 - $24.94/Hourly

Grade

3

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.

EEO Statement:

1200 The General Hospital Corporation 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

At Mass General Brigham, our competency framework defines what effective leadership "looks like" by specifying which behaviors are most critical for successful performance at each job level. The framework is comprised of ten competencies (half People-Focused, half Performance-Focused) and are defined by observable and measurable skills and behaviors that contribute to workplace effectiveness and career success. These competencies are used to evaluate performance, make hiring decisions, identify development needs, mobilize employees across our system, and establish a strong talent pipeline.