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Patient Services Coordinator III

Job in Boston - Suffolk County - MA Massachusetts - USA , 02298
Company: Massachusetts General Hospital(MGH)
Contract position
Listed on 2021-02-24
Job specializations:
  • Healthcare
  • Administrative/Clerical
Job Description & How to Apply Below

Under the general direction of the Group Practice Administrator, the Patient Services Coordinator III (PSC III) will spend 50% of their t ime as the primary interface between patients and clinical providers of , attending to the administrative needs of the group, and the other 50% supporting other Neurology practices, with primary responsibility for obtaining Behavioral Health authorizations for the department. As the first point of contact for patients, the position requires excellent customer service skills, a broad knowledge base, independent thinking, and problem-solving skills.

The PSC III is responsible for managing all McCance Center clinic activities, including the delivery of outstanding responsive customer service to patients. The PSC III is expected to effectively organize priorities, complete tasks on time and to manage confidential patient information.


McCance Center Duties (50%)

The McCance Center's mission is to prevent brain disease and preserve brain function by applying a multidisciplinary approach, bringing together clinicians and scientists across the neurosciences

  • Manage McCance Center Brain Health Clinic needs, including
    • Answering and triaging incoming telephone calls. Takes messages and assists patients and families with problem resolution both in-person and over the telephone.
    • Assisting with patient intake. Has primary responsibility for scheduling and rescheduling patient appointments and utilizes wait list to fill cancelled appointments. Conducts appointment confirmation calls and sends confirmation letters when applicable.
    • Reviewing the daily patient schedule and ensuring that all appropriate preparations are in place to facilitate efficient patient flow for the day.
    • Assisting with patient outreach and follow-up needs.
  • Assist Unit Director in developing brain health clinical best practices and SOPs
  • Develop patient experience strategies aimed at increasing patient satisfaction and engagement.
  • Develop processes and procedures to improve operational efficiency and effectiveness
  • Work collaboratively with eCare Team for any Epic enhancements required.
  • In conjunction with marketing team, draft and coordinate communication efforts including, PowerPoint presentations, program materials, social media; website information; annual reports; and other communications as needed.
  • Facilitate meetings with collaborators and stakeholders, including, scheduling (initial & follow-up), preparing agendas, taking minutes and coordinating supporting materials. Manage day-to-day arrangements for meetings and seminars including, room scheduling, set up of audio-visual aids, communications, assisting speakers, and any other related details
  • Provide regular and ongoing updates to team members on status of projects, ongoing challenges to achieving key milestones, strategies for overcoming obstacles, and opportunities to collaborate with other partner organizations
  • Lead project coordination efforts for multi-disciplinary teams, including team facilitation, benchmarking, data capture and analysis, current-to-redesign state documentation, qualitative metrics, redesign implementation and evaluation to process/systems improvement projects
  • Coordinate procurement and maintenance of equipment and supplies
  • Prepare and process invoices and purchase orders as needed
  • Manage travel and reimbursements for Center related trips
  • Assist with administrative aspects of clinical trials

Behavioral Health Authorizations Coordinator/Other Support (50%)

  • Coordinates authorizations for behavioral health providers within Neurology, working collaboratively with coordinators and providers across multiple Neurology practices.
  • Works with existing systems to obtain authorizations from insurance companies for new patient visits, decrement and track authorizations appropriately, and obtain new authorizations for patients when required.
  • Assists Neurology Billing Managers with resolving patient billing issues and developing new workflows
  • May be asked to float and assist other Neurology practices with phone support as assigned.
  • Provides cross coverage as necessary, including lunch and vacation coverage

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.

Attention to Detail

  • Adheres to assigned schedules to ensure appropriate staffing coverage.
  • Performs all check-in and check-out 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, follow-up, same day, annual and diagnostic patient appointments.
  • Responsible for collecting patient co-payments in accordance with the Co-payment Collection Policy.


  • 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 team's 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 open-minded.
  • Demonstrates ability to rebound quickly when confronted with challenging situations.
  • Demonstrates a willingness to learn.



  • Minimum required education is high school diploma and/or GED equivalent. Some college preferred.
  • A minimum of 3-5 years in a clinical setting.
  • Bilingual speaker (English, Spanish) preferred.
  • Knowledge of behavioral health/third party billing preferred.
  • Demonstrates basic knowledge of medical terminology.
  • Ability to maintain confidential medical information.


  • 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.

  • 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.

  • 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 problem-solving skills. Requires ability to adapt positively to changes related to policies, procedures, regulations and staffing.

    FISCAL RESPONSIBILITY (if applicable):

    Responsible for successfully obtaining Behavioral Health authorizations for the Neurology Department


    Office/Ambulatory Care Setting. Some work may be performed remotely.
    Position Requirements
    Less than 1 Year work experience
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