Patient Services Coordinator III/ 40 Hours / MGH- Women's Health

    Massachusetts General Hospital
    Boston, MA 02108
    Similar jobs pay $30.99 - $60.79

    Job Description


    The Patient Services Coordinator Ill (PSC-III) functions within Women's Health Associates (WHA) as the team leader coordinating administrative functions within the Secretarial group, providing practice-wide guidance and support where appropriate and requested. The PSC-III assists WHA leadership with the effective management of daily operations and ongoing efforts towards achievement of the patientcentered medical home model.


    Capably performs all duties and responsibilities of a PSC-I and PSC-II.

    Leads the Secretarial Team in exemplifying customer service skills and delighting patients.

    Investigates and resolves issues relating to and arising from the referral and/or billing process, addresses relevant patient questions, complaints, and concerns. Provides support and information to problem solve and manage patient issues. Uses judgment in knowing when intervention of Administrative Manager is required.

    Functions as New Patient Coordinator when WHA is accepting new patients, managing incoming requests and communicating with and welcoming new patients to the practice.

    Functions as the team resource for referral and insurance issues. Remains current on the changing issues impacting the health care insurers. Attends meetings as necessary (Monthly Payer Forums, eCare/Cadence Implementation, CRMS).

    Possesses a thorough knowledge of all insurers, and available patient financial services/resources, keeps them up to date, and effectively communicates any changes to all staff when appropriate.

    Coordinates scheduling of multiple appointments using multiple systems and resources, proficient with Master Schedule builds and changes.

    Manages patient reminder process, creating appropriate call lists and delegating to members of the Secretarial Team.

    Manages Resident scheduling consulting Amion system, serves as administrative point of contact for Residency program, working in tandem with WHA Residency Program Director.

    Identifies and communicates to WHA leadership issues of process that create inefficiencies, assists in their resolution of these issues, working within the Secretarial Team and the department as a whole.

    Functions as point person for operational issues (work orders, Help Desk tickets, Telecom needs, etc.), elevates as necessary to Administrative Manager.

    Coordinates the workflow and schedules within the Secretarial Team to ensure efficient daily operations. Troubleshoots workflow issues as needed to coordinate staffing and replacement coverage. Maintains daily practice Roster via Outlook calendar. Reviews weekly timesheets.

    Assigns and prioritizes work assignments as necessary to Secretarial Team, provides functional guidance to PSC-I and PSClls on a daily basis

    Coordinates specific training for new secretarial hires, often conducting portions of the training while delegating others to veteran members of the team.

    Works to insure HIPAA Confidentiality and Privacy Policies is fully implemented.

    Meets weekly with Administrative Manager. Leads biweekly Secretarial Team meetings.

    Assists with special projects (i.e. NCQA Patient-Centered Medical Home application documentation, Primary Care Administration measures, new patient scheduling and management).

    Qualifications :


    Associate's Degree in Secretarial Science/Business, or a Secretarial Training Certificate Program required

    Minimum of 3 years work experience in medical group practice, billing and/or managed care setting required.


    Effectively interacts with all levels of management.

    Impeccable interpersonal and customer service skills: excellent and effective written and oral communication.

    Timeliness, superior organizational skills.

    Attention to detail and ability to multi-task.

    Ability and willingness to learn new systems and procedures, as the rapidly changing health care environment demands.

    Thorough knowledge of EPIC Cadence system modules and its features.

    Demonstrates ability to work independently, with limited supervision, resolve issues, be organized, attentive to detail and achieve outcomes within the team.

    Knowledge of HIPAA Confidentiality and Privacy policies.

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

    Ability to effectively plan and run Secretarial Team meetings, with appropriate follow-up.

    Ability to provide late front desk coverage as needed.

    Posting ID: 554844259Posted: 2020-05-27