Patient Access Coordinator, Teleservices
Patient Access Coordinator, Teleservices
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1 Vacancy
Job Description
Mass General Brigham relies on a wide range of professionals including doctors nurses business people tech experts researchers and systems analysts to advance our mission. As a not-for-profit we support patient care research teaching and community service striving to provide exceptional care. We believe that high-performing teams drive groundbreaking medical discoveries and invite all applicants to join us and experience what it means to be part of Mass General Brigham.
Job Summary
The Patient Access Coordinator (PAC) fields incoming calls and scheduling of patients. They are responsible for answering and appropriately managing incoming telephone calls scheduling patient appointments creating and updating patient registrations setting certain expectations for patients regarding their visit and responding to customers information needs. Additionally the PAC is responsible for performing various administrative and clerical duties required to support these functions.Qualifications
- High School Diploma or equivalent required.
- Associates degree is preferred.
- Experience in a healthcare setting with a focus on patient access and registration 3-5 years required.
- Knowledge of patient access procedures healthcare regulations and insurance coverage.
- Excellent customer service skills including active listening empathy and effective communication.
- Ability to prioritize tasks work independently and manage multiple projects simultaneously.
- Proficiency in Microsoft Office and electronic medical record systems.
Additional Job Details (if applicable)
Responsibilities:
- Answer incoming telephone lines in a timely fashion using the Ideal Patient Experience standard greeting and other telephone etiquette. Adhere to other relevant organizational and departmental service standards related to telephone access in order to ensure that patients referring physicians and other customers can easily access the Practice by telephone.
- Appropriately manage all calls either by working with the customer or by referring the call to the appropriate party. For routine matters respond directly to customer inquiries without referring the caller elsewhere. This includes responding to inquiries related to the availability of appointments scheduled appointment dates and times parking directions and general information about BWH BWPO and the Practice.
- Assume primary responsibility for scheduling patient appointments including enterprise-wide scheduling if applicable. Assist in increasing customer satisfaction by appropriately managing the appointment schedule and access to clinical services.
- In accordance with departmental protocols adjust master templates overbook and/or add clinical time to physician schedules in order to accommodate either clinical necessities or appointment requests made by either a patient or a referring physician. Cancel and reschedule appointments as requested. To the extent possible ensure that patients and referring physicians scheduling needs are accommodated.
- Actively participate in the Ideal Patient Experience Patient Identifier Flag process inserting or removing relevant informational flags in patient accounts in order to allow for the creation of specialized focused work files.
- Assume primary responsibility for pre-appointment registration intake ensuring that all required demographic Clinical Notes Imaging and insurance information is accurately collected and/or updated. This includes the collection of referring physician information. Actively participate in the Ideal Patient Experience Patient Identifier Flag process inserting or removing relevant informational flags in patient accounts in order to allow for the creation of specialized focused work files.
- Establish appropriate expectations related to the visit including those related to financial matters. Ensure that patients are provided with all necessary pre-visit information and instructions including a reminder to bring their insurance card and a referral (if any) to the visit.
- Function as a Practice Services Representative as requested. Competently perform all duties and responsibilities indicated in the Practice Services Representative job description (attached).
Remote Type
Work Location
Scheduled Weekly Hours
Employee Type
Work Shift
EEO Statement:
Mass General Brigham Competency Framework
At Mass General Brigham our competency framework defines what effective leadership looks like by specifying which behaviors are most critical for successful performance at each job level. The framework is comprised of ten competencies (half People-Focused half Performance-Focused) and are defined by observable and measurable skills and behaviors that contribute to workplace effectiveness and career success. These competencies are used to evaluate performance make hiring decisions identify development needs mobilize employees across our system and establish a strong talent pipeline.
Required Experience:
IC
Employment Type
Full-Time
