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Massachusetts General Hospital

The Patient Services Coordinator II, under general supervision, provides administrative support to health care providers in a high-volume ambulatory setting, 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, diagnostic testing, referrals and other managed care related issues. Serves as an overall resource person for support staff.


Performs all duties that are the responsibility of a Patient Service Coordinator I

Performs all check-in and -out functions, as outlined by the MGH/MGPO Front Desk Standards of Operations.

Provides support and information to providers to problem solve and manage complex administrative patient issues

Performs the daily management of encounter form processing and reconcilement.

Ensures the completeness of all forms and performs basic ICD-9 coding, as required to complete visit encounter forms for processing

Understands all HMO, Managed Care and other Third Party Insurers. Functions as a resource for patients around managed care plans, insurance and referral issues, with an ability to perform electronic insurance verification.

Understands financial services and self-pay resources and provides patients with information as needed.

Triages and manages more complex telephone calls, utilizing courteous customer service skills.

Maintains confidentiality and privacy, which is consistent with HIPAA guidelines.

Completely performs and is a resource to other team members in all revenue enhancement activities, including but not limited to registration verification, co-payment collection, cash management, encounter form reconcilement, etc.

Schedules patient appointments and creates referral “Shells”/Templatefor specialty visits and diagnostic testing, as required. Coordinates the scheduling of diagnostic testing.

Coordinates and tracks referral appointments and visits for decrementation.

Provides cross coverage for other Practice staff members for absences, vacations, etc. and during variations in workflow, as needed

Assists with training and orientation of new staff, where applicable.

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.

Works on special projects as directed.

Customer Service Responsibilities:

Conveys Compassion : Demonstrates awareness and shows sensitivity to others’ needs.

Respectful of Others : Considers others’ viewpoints and treats others with honesty, fairness and integrity. Speaks highly of the capabilities of the hospital and its staff.

Attentive to Others : Actively looks for ways to help customers by identifying and proposing appropriate solutions and/or services.

Collaborates with Others : Maintains cooperative working relationships and builds team identity. Promotes a friendly, cooperative climate within the department and hospital setting.

Accountable for Actions : Establishes a high degree of trust and credibility with others. Evokes confidence in character, abilities and truthfulness. Demonstrates efforts to succeed and excel. Guards patient privacy.

Informative : Proactively shares information with others.

Adaptable to Others : Manages multiple demands, shifting priorities and rapid change. Adapts plans, behavior or approaches to fit major change situations.

Acts Professionally : Builds trust through reliability and authenticity. Demonstrates results-oriented behavior. Develops constructive, cooperative relationships with others.

Emotionally Self Aware : Understands the implications of own emotions and manages appropriately.

Safety: Is aware of and adheres to safety measures for both patient and staff.


Associate’s Degree in Secretarial Science/Business, or a Secretarial Training Certificate Program desirable.

Minimum of 3 years secretarial experience or equivalent in a medical or health care related setting


Knowledge of computer skills necessary to use appropriate modules of EPIC CADENCE, electronic medical record modules and transition to PATCOM, as required.

Good command of the English language, including medical terminology

Exceptional organizational skills, flexibility to manage multiple tasks and the accurate attentive to details.

Ability to work independently or within a team environment

Excellent and effective interpersonal and communication skills

Demonstrated ability to work effectively and courteously with various groups of patients, staff and providers.

Demonstrated ability to problem solve and function as a resource to other members of the team, and resolve complex issues on behalf of the providers and the patients.

Demonstrated in-depth understanding of managed care and all other pertinent insurance/medical coverage

Demonstrated knowledge of HIPAA Confidentiality and Privacy Policies

Demonstrated understanding of Disaster protocols to include: fire, safety and code calls, per the mandatory training, as outlined by MGH and JCAHO guidelines.

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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