Rehabilitation Services-Patient Coordinator II

Rehabilitation Services-Patient Coordinator II

Brigham & Women’s Faulkner Hospital, Inc. – 1153 Centre Street, Boston, MA (Onsite)

Shift: Day (6:30 am – 3:30 pm, Monday–Friday) |

Hours:

40 per week | Employee Type:
Regular | Pay Range: $18.56–$27.58 per hour | Grade: SF1130

Patient Coordinator II supports patient service and administrative duties in a clinical setting. Responsibilities include scheduling appointments, collecting copayments, registering patients, coordinating patient care across rehabilitation services, overseeing billing, and ensuring smooth department flow.

• Perform patient service and administrative responsibilities.
• Initiate patient introductions, greet patients, answer phone, and provide information.
• Schedule initial and follow‑up appointments in the scheduling system.
• Minimize waiting times and maintain productive schedules, controlling no‑shows and cancellations.
• Answer calls, take appropriate messages, and return patient calls promptly.
• Complete template adjustments and time‑off requests in Chart Links Schedule System.
• Monitor schedule and provide problem‑solving assistance to the receptionist.

• Register patients into the computer system, collecting accurate information.
• Register patients over the phone before arrival where possible.
• Facilitate insurance information entry to the department and billing.
• Maintain up‑to‑date knowledge of health insurance and benefits.
• Work with the Reimbursement and Eligibility Specialist to minimize denials.
• Ensure timely registration of physician‑office patients, especially hand and splint patients.

• Collect copayments from patients accurately and courteously.
• Record collections in the accounting system and process to Accounts Receivable.
• Reconcile daily drawers.
• Input daily charges, monitor staff charge sheets, and review generated charges for accuracy.
• Correct outpatient registration monthly for recurring patients in partnership with the Reimbursement Specialist.
• Enter and correct ICD numbers as needed.

• Resolve patient issues, providing positive outcomes for difficult encounters.
• Collaborate with the Rehabilitation Department and broader hospital interdisciplinary team.
• Use tact and diplomacy in difficult interactions.
• Interact effectively with all management levels.
• Maintain a responsible work plan and order office supplies within budget.
• Initiate problem‑solving for departmental issues (maintenance, telecom, IT).
• Record consults for inpatient Speech, PT, and OT, and facilitate staff pick‑ups.
• Assist with training new staff at the front desk.
• Participate in department or hospital‑wide committees.
• Plan and implement front‑desk staffing, covering absences and peak periods.
• Identify patient and departmental priorities and respond appropriately.
• Meet regularly with the clinical supervisor/outpatient manager for professional development.
• Communicate issues, concerns, and suggestions to supervisors for timely resolution.
• Demonstrate flexibility in scheduling to meet patient and department needs.
• Attend Administrative Support Meetings and assist with regulatory changes.

• High School Diploma or equivalent required.
• Associate’s or Bachelor’s Degree preferred (secretarial sciences).

• 3–5 years in a medical environment or acute hospital practice preferred.

• Adherence to I CARE standards.
• Effective communication with patients, families, interdisciplinary team, and colleagues.
• Outstanding interpersonal skills in a positive, professional manner.
• Ability to communicate with patients requiring interpreters, cultural differences, and special needs.
• Computer skills.
• Understanding of HMO, managed care, and coverage options.
• Independent work with excellent judgment.
• Prioritization of challenging workloads with strong problem‑solving skills.

• Standing Occasionally (3‑33 %)
• Walking Occasionally (3‑33 %)
• Sitting Constantly (67‑100 %)
• Lifting Occasionally (20–35 lbs) (3‑33 %)
• Carrying Occasionally (20–35 lbs) (3‑33 %)
• Pushing Rarely (