PATIENT SERVICES COORD II- Access
PATIENT SERVICES COORD II- Access
Posted on :
09-04-2025
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1 Vacancy
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Job Description
GENERAL SUMMARY/ OVERVIEW STATEMENT: Summarize the nature and level of work performed.
Under the general direction of the Administrative Manager the Patient Services Coordinator (PSC) II provides administrative support to healthcare providers in a highvolume ambulatory setting functioning as the primary interface between the patient and the providers. The PSC II is expected to effectively organize priorities complete tasks on time and to manage confidential patient information. The PSC II is responsible for front desk greeting and check in scheduling patient appointments diagnostic testing coordinating referrals and managed care related issues. This position is responsible for managing the daytoday patient flow at time of checkin and checkout. The PSC II is expected to take complete responsibility for every customer interaction by creating a welcoming environment and providing outstanding service. The PSC II may work with colleagues and clinicians in one or a combination of the following Neurology clinical divisions: Comprehensive/General ALS Epilepsy Memory Movement Neurobehavioral Neurogenetics Neuromuscular Pediatrics Sleep or Stroke.
PRINCIPAL DUTIES AND RESPONSIBILITIES: Indicate key areas of responsibility major job duties special projects and key objectives for this position. These items should be evaluated throughout the year and included in the written annual evaluation.
Required Competencies:
Service Excellence
Demonstrates a commitment to the MGH Mission Standards of Behaviors and department service vision.
Enthusiastically connects with a diverse population of patients caregivers and colleagues.
Prioritizes work in alignment with the needs of the patients family members caregivers and colleagues.
Ability to maintain a high level of professionalism and handles all situations diplomatically and courteously.
Consistently maintains a comfortable clean and safe setting.
Adheres to department dress policy.
Attention to Detail
Adheres to assigned schedules to ensure appropriate staffing coverage.
Performs all checkin and checkout functions as outlined by the MGH/MGPO Front Desk Standards of Operations.
Receives and responds to internal and external telephone calls from patients caregivers coworkers and other departments.
Schedules new followup same day annual and diagnostic patient appointments.
Responsible for collecting patient copayments in accordance with the Copayment Collection Policy.
Communication
Demonstrates strong verbal and written skills.
Provides accurate information and clear explanations regarding appointment requirements instructions and policies and procedures.
Adapts communication style to varying customer needs.
Employs active listening skills.
Collaboration & Teamwork
Exhibits diplomacy and communicates with others in a manner that demonstrates respect professionalism and a commitment to the team.
Offers and seeks assistance to and from coworkers that supports the team and ensures that patient needs are not compromised.
Provides cross coverage during unexpected and scheduled absences.
Participates in department initiatives and contributes to the teams success.
Acts as a liaison between key departments providers and coworkers.
Assists in mentoring new staff as directed.
Flexibility & Resilience
Demonstrates flexibility and adapts to shifting priorities in response to the needs of patients caregivers and colleagues.
Responds to change with a positive attitude and remains openminded.
Demonstrates ability to rebound quickly when confronted with challenging situations.
Demonstrates a willingness to learn.
General Responsibilities:
1. Answers and triages incoming telephone calls for new patient referrals relaying guidelines for obtaining a new patient appointment for consultation in the Neurology Department as assists accordingly.
2. Has primary responsibility for scheduling General Comprehensive Neurology new patients.
3. Reviews the daily patient schedule and ensures that all appropriate preparations are in place to facilitate efficient patient flow for the day.
4. Provides cross coverage as necessary including lunch and vacation coverage.
5. Works closely with the International Office to schedule visits for new patients.
6. Coordinates interpreter services and patient transportation as necessary.
7. Obtains pertinent new patient information.
8. Responsible for assisting and obtaining appropriate referral information from referral source.
9. Prescreens incoming referrals according to selection criteria.
10. Coordinates medical documentation scanning and indexing into the electronic medical record.
11. Effectively navigates Epic CRMS Patient Gateway and MS Office suite technology systems. May function as a superuser as applicable.
12. Responsible for sorting mail incoming faxes and directs correspondence to the appropriate recipient.
13. Monitors and manages CRMS.
14. Maintains patient confidentiality in compliance with HIPAA guidelines.
15. Perform other duties as assigned.
- Assists with scheduling patients into Neurology Urgent Access Clinic working with the Neurology Access Nurse and other clinical staff.
- Actively manages referrals using the Comprehensive Neurology model
- Assists in Neurology Department Initiatives in Referral Management
- Directs Established Patients to appropriate division or subspecialty
QUALIFICATIONS: (MUST be realistic neither overstated nor understated and related to the essential functions of the job.
Minimum required education is high school diploma and/or GED equivalent. Some college preferred.
A minimum of 12 years related work experience.
Basic knowledge of medical terminology.
SKILLS/ ABILITIES/ COMPETENCIES REQUIRED: (MUST be realistic measurable objective and related to the essential functions of the job.
1. Interpersonal requirements:
Must demonstrate strong interpersonal skills and be able to work cooperatively as part of a team and to work independently. Requires strong communication skills and good command of the English language.
Must be able to communicate effectively and professionally with internal and external customers.
2. Technical requirements:
Proficiency with MS Windows and strong keyboard skills. Demonstrated understanding of managed care and other insurance plans. Knowledge of HIPAA Confidentiality and Privacy Policies. Requires understanding of MGH emergency protocols. Scheduling systems knowledge preferred. EPIC systems experience desirable.
3. Environmental requirements:
Fast paced practice environment handling multiple demands. Exceptional organizational skills and flexibility to manage multiple tasks simultaneously. Must demonstrate acumen for attention to detail. Must be able to exercise appropriate judgment as necessary and strong problemsolving skills. Requires ability to adapt positively to changes related to policies procedures regulations and staffing.
SUPERVISORY RESPONSIBILITY (if applicable): List the number of FTEs supervised.
Not applicable.
FISCAL RESPONSIBILITY (if applicable): Indicate financial scope information i.e.: size of budget volume revenue etc.; Indicate total physician/nonphysician FTE scope
Responsible for collection and management of copays.
WORKING CONDITIONS: Describe the conditions in which the work is performed.
Ambulatory Care Setting
Required Experience:
Chief
Employment Type
Full-Time
Department / Functional Area
Key Skills
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