Patient Services Coordinat II

Reporting to the APF Medical Director and the APF Clinical Practice Assistant the Patient Service Coordinator II (PSC II)serves as a key member of a primary care team that provides superior care and exceptional service to all of its patients. One critical dimension of this service focuses not so much on the mechanical aspect of the patient checkin process as on improving the human experience upon our patients arrival to our practice and throughout the duration of their visit. The APF PSC II will play a predominant role in redefining and reinvigorating the patient welcome and checkin experience. The PSC IIwill be the crucial face and attitude of this new patientcentered practice. While also providing traditional medical administrative services the PSCII will have the unique opportunity to work within a supportive team setting enabled by systems and technologies that will allow the employee to provide patient care and services at their highest levels. As with all APF staff the PSC IIwill be asked to participate in all staff meetings and in ongoing quality and process improvement efforts to continually improve APF patient care and service activities.

1. Provide a friendly welcoming and caring greeting face and attitude to all patients arriving for visits. Success in this important effort would be measured by the PSC IIsability at an appropriate level to create a personal connection with the patient via CAHPS and practicegenerated surveys about the patient experience of care and the greeter position. A message of willingness to help in all matters should be apparent within the greeting effort.
2. Support the arriving patient in the check in process whether accomplished by the checkin Kiosk or by traditional check in processes. Within this effort support patients with any insurance billing or medical administrative questions they may have. Included in this responsibility is the distribution of and documentation of HIPAA information and establishing the correct identity of the patient by checking picture identification
3. Must remain current with the federal and state changes to HIPAA and identity issues that may require front desk workflow changes in the future.
4. Upon completion of checkin guide patients to the waiting area while informing them of the estimated time to team and introduce them to the features and amenities of the APF Living Room.
5. Orient patients to and support enrollment into iHealthspace the patient online health portal. This is a crucial method of how the APF team connects to its patients as well as how patients connect to and update their health information.
6. When appropriate direct patients to the computer area so they may log into their personal health record and update their medical record information create their visit todo list etc.
7. Hold responsibility for sending interim health forms to be completed by our patients prior to their annual physical exam. (We anticipate that this feature will be automated in the future)
8. Check each patients documentation of advance directives and health care proxy and provide education or the Blum Center video to the patients without such directives.
9. Reach out to patients who are not yet roomed informing them about where to find health care education including the PCOI site (within their health portal) and Blum Center video.
10. Frequently monitor the APF Living Room for patients who may be experiencing extended delays and communicate with the clinical core staff to determine the reasons for delay expected time to team etc. Communicate the reason for delays and apologize to waiting patients. Determine how to make a waiting experience more comfortable and satisfying for our patients.
11. Continuously monitor and involve oneself in the APF Living Room to identify patient needs and to manage the space (comfort lighting etc. to ensure an optimal patient experience and lounge appearance.
12. Hold primary responsibility for developing and updating the Living Room patient education and practice information slides.
13. Monitor email to the general APF email address.
14. Maintain ongoing interaction with clinical core/team staff to have a feel for patient flow and management at any given time in the day.
15. Continuous examination cleaning and stocking of the cafeteria area.
16. Regularly sanitize and clean patient checkin Kiosks Living Room computers main arrival door refreshment area surfaces etc.
17. Have intrinsic knowledge and ability to perform traditional checkin processes including encounter/label form generation and management patient arrival in the scheduling system collection and securing of copays encounter form and cash batch processing for billing input insurance verification efforts for patient etc.
18. Trouble and problem solve issues arising from the checkin Kiosk.
19. Receive monitor and distribute Quicksilver messages and handle the messages to completion if and when appropriate.
20. Support practice phone answering efforts during peak demand hours.
21. With a high touch high service attitude and expertise effectively manage incoming communications from patients and families whether by phone or the practice website. In this effort work effectively to fully investigate understand and document the patients needs concerns and expectations for response and then communicate back to patients an understanding of these elements and the next steps toward providing the needed care.
22. With a complete understanding and documentation of patient needs interface with the patients team (coach nurse nurse practitioner physician and medical assistant) to direct messages to those team members that are most appropriate for timely evaluation and response to patient needs. Whenever possible be proactive in closing the loop with the patient and in supporting the team in whatever way possible.
23. Manage incoming paper medical records offsite storage and access to paper records when needed. Document receipt of outside records in the Electronic Medical Record (EMR). In support of the Medical Secretary Position the PSC II will prepare new patient charts to receive and file as paper records.
24. Manage/sort and date stamp incoming mail and other paper communications towards ultimate input to EMR system.
25. Distribute deliveries to the practice noting a need for immediate attention when indicated (i.e. package requiring prompt refrigeration.
26. Engage with care teams and support members in all matters appropriate to patient care services needed and skills of this position (e.g. support practice with outreach to patients faxing and mailing letters supporting patient care).
27. Maintain office supplies and caf supplies for practice.
28. Independently assist patients with:
29. Completion of practice appointment scheduling
30. Insurance referral processing or questions
31. Appointment scheduling with consultants or for tests that have been requested by their team.
32. Insurance and billing questions
33. Medical forms and record requests
34. Use of technologies created for patient use i.e. personal health website etc.
35. All other medical administrative matters
36. Also will provide support as needed to prepare and mail new patient packages.

• Excellent interpersonal communication and skills whether in person via the telephone and/or in writing.
• Superior patient care and service attitude and corresponding skills.
• Excels within and helps to enable a process improvement and team building environment.
• Works well both independently and as part of a multidisciplinary team.
• Demonstrates independent decision making ability and initiative and has a desire to learn new skills and better methods of completing work efforts.
• Exceptional organizational and time management skills; ability to organize time and priorities effectively asking for direction when appropriate. Flexibility and proven ability to handle multiple tasks.
• Experience with common PC computer software including Microsoft Word PowerPoint Excel Access and Outlook EMR reference management software.
• Excellent sense of humor
• Ability to facilitate and participate in weekly staff meetings.
• Comfortable in a practice environment/culture that promotes ongoing change toward process improvement.

Massachusetts General Hospital is an Equal Opportunity Employer. By embracing diverse skills perspectives and ideas we choose to lead. Applications fromprotected veterans and individuals with disabilities are strongly encouraged.