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Massachusetts General Hospital

PRINCIPAL DUTIES AND RESPONSIBILITIES:

The Patient Services Coordinator III, under supervision of the Practice Manager, is the primary connection between patients and providers. This role provides general administrative support to healthcare providers in this high-volume, ambulatory setting.

  • Welcomes patients and visitors to the clinic in a professional, consistent, timely and respectful manner.
  • Effectively interacts with a diverse population.
  • Performs all check-in and check-out functions as outlined by MGH/MGPO front desk standards, including verifying demographic and insurance information.
  • Collects co-payments and meets copay collection targets as set by the Division and Primary Care.
  • Triages complex telephone calls utilizing courteous customer service skills.
  • Manages flow in waiting room, including updates to patients on wait times, and maintains neatness.
  • Actively participates in the “team huddles” as part of the caring role of patients in team-based care.
  • Schedules appropriate resources, such as interpreter services, as needed for the patient visit.
  • Provides clinicians with scheduling support and day-to-day support.
  • Verifies insurance coverage and alignment with the correct PCP
  • Actively involved in Primary Care practice re-design and process improvement.
  • Tracks and coordinates appointments related to patient population management initiatives.
  • 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
  • 3- 4 years of related experience preferably in a healthcare setting.
  • Undergraduate or Associates degree preferred

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.
  • Appropriately seeks guidance and direction.
  • Excellent interpersonal and communication skills and a good command of English language.
  • Exceptional customer services skills.
  • Knowledge of Microsoft Office Suite; Epic experience preferrable

WORKING CONDITIONS :

  • General clinic office setting.
  • High volume ambulatory clinic.

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