Clerical​/Admin - Patient Service Representative

GENERAL SUMMARY/ OVERVIEW STATEMENT:

The Patient Services Coordinator II, under general supervision of the Practice Manager and the Administrative Manager for the Cardiovascular Disease Prevention Center, provides administrative support to health care providers in a high-volume ambulatory setting, functioning as the primary interface between the patient and providers within an outpatient Cardiology practice. The emphasis is placed on the ability to organize priorities, complete tasks, manage confidential patient information, and enhance the quality of service to patients.

• Performs all duties that are the responsibility of a Patient Service Coordinator I
• Performs all check-in 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 Epic In Basket with respect to patient scheduling and staff messages to members of the clinical team.
• Understands 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. Obtains prior authorizations for procedures as needed.
• Understands financial services and self-pay resources and provides patients with information as needed.
• 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, co-payment collection, cash management, encounter form reconcilement, etc.
• Schedules patient appointments.
• Coordinates the scheduling of diagnostic testing.
• Coordinates and tracks referral appointments and visits.
• 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.
• Performs photocopying, faxing, filing as required.
• Performs special projects for Section Head or Administrative Manager as requested.
• Other duties as assigned.

• Good command of the English language, including medical terminology
• Excellent interpersonal and verbal/written communication skills
• Exceptional organizational skills, flexibility to manage multiple tasks and accurate attention to detail
• Ability to work independently and within a team environment
• Ability to solve problems and resolve complex issues on behalf of providers and patients
• Ability to function as a role model and provide administrative guidance to others
• Knowledge of computer applications necessary to function in administrative role