PATIENT SERVICES COORDINATOR II Dermatology

The Massachusetts General Hospital Medical Dermatology department is looking for a Patient Services Coordinator II to work under general supervision provides administrative support to health care providers in a highvolume ambulatory setting functioning as the primary interface between the patient and the providers.

This position will be scheduled for Monday Friday from 8:30am 5pm with some occasional Saturdays.

The emphasis is placed on the ability to organize priorities complete tasks manage confidential patient information and schedule patient appointments in addition to referrals and other managed care related issues.

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

Scheduling Performs all checkin 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 charge reconciliation as well as charge entry of cosmetic charges into the electronic charge capture system.

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 copayment collection cash management encounter form reconcilement etc.

Schedules patient appointments and ensures that they are scheduled appropriately within the established providers template Coordinates and tracks referral for appointments.

CheckIn Front Desk Performs all check in and checkout functions answers telephone using professional and courteous customer service techniques triage calls as needed.

Sends out appointment related informational letters to patients in advance of their appointment Session reconciliation of all scheduled appointment statuses

Provides primary front desk check in functions as outlined by the organizations best practice protocol.

Ensures that patients sign assignment of benefits HIPAA privacy notice MAHIway consent managed care waivers collect copays deposits and self pay payments and maintains petty cash cash drawer reconciliation in accordance with organizations policy.

Advise patients of the departmental late appointment arrival policy.

Work closely with nursing personnel to solve any potential patient problem.

Direct patients to express phones at check in and arrive patients timely.

Other Administrative Responsibilities Maintains confidentiality and privacy consistent with HIPAA guidelines. Scan documents into LMR for provider reference.

Prepares and organizes front desk paperwork for clinic sessions Prepare patient sessions in accordance with department policies.

Review schedules in advance for any special instructions for patient. Notify patients if their insurance referral is not in place or if their PCP has denied the referral.

Ensure no referral/authorization waiver forms are signed by patient when appropriate.

Oversee and manage the prior authorization process to ensure that the payers approve the service prior to the service being rendered to the patient.

Work with the insurance plans to determine if and when a service requires a prior authorization. Maintains office equipment.

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.

Notifies Practice Manager of any potential problems. Compliance and Education 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.

Functions as a resource lead for patients around managed care plans insurance and referral issues.

Understands financial services and selfpay resources and provides patients with information as needed. Keeps current with changes in insurance plans.

Understands Partners/MGPO self pay policies. Billing Will work with providers to ensure that charges are submitted timely and add charges/administrative modifiers as needed into electronic charge capture system for cosmetic charges. Review check out forms for split bill charges payments/discounts at the end of session and bill any medical services into PatientKeeper. Work with provider to obtain all check out forms in a timely fashion to ensure 100 charge reconciliation.

Other responsibilities as assigned.

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.

High School diploma required

Associates degree preferred

Minimum 1 year of directly related experience required such as employment in a health care setting preferably a physicians office Flexibility.

Ability to multitask and willingness to adjust to changing front desk assignments and responsibilities

Demonstrated ability to work independently resolve issues to be organized and attentive to detail.

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

Timeliness Superior organization and customer service skills

Strong telephone skills Great attention to detail Ability to multitask and work well under pressure in a high volume outpatient practice.

Excellent judgment. Ability/willingness to learn new system processes. Excellent command of the English language Effectively interact with all levels of management and all providers

Strong computer skills necessary to use computerized scheduling and billing systems and projects Supports the front desk operations within the outpatient practice area in addition to providing secretarial phone coverage MondayFriday with occasional Saturdays.

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.