Patient Services Coord. II

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The General Hospital Corporation

Under the general direction of the Practice Manager, the Patient Services Coordinator (PSC) II provides administrative support to healthcare providers in a high-volume ambulatory setting, functioning as the primary interface between the patient and the providers. The PSC II is expected to effectively organize priorities, complete tasks on time and to manage confidential patient information. The PSC II is responsible for scheduling patient appointments, diagnostic testing, coordinating referrals and managed care related issues.

Candidate must be able to handle a very busy high volume of calls in each division being covered, and able to shift gears to the guidelines for each specific division they are placed in. The PSC II is expected to take personal and complete responsibility for every customer interaction by creating a welcoming environment and providing outstanding service. This PSC will float between multiple practices within one area at the direction of the Practice Manager, assisting with coverage and completing special assignments as needed.

PRINCIPAL DUTIES AND RESPONSIBILITIES:

Indicate key areas of responsibility, major job duties, special projects and key objectives for this position. These items should be evaluated throughout the year and included in the written annual evaluation.

Required Competencies:

Service Excellence

• Demonstrates a commitment to the MGH Mission, Statement of Behaviors, and department service vision.
• Enthusiastically connects with a diverse population of patients, caregivers and colleagues.
• Ability to maintain a high level of professionalism in handling all situations diplomatically and courteously.
• Consistently maintains a comfortable, clean and safe setting.
• Adheres to department dress policy.

• 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.
• May help in coverage of front desk and 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.

• 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 support 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.
  5. Acts as a liaison between key departments, providers and coworkers.
• Assists in mentoring new staff as directed.

• 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.

• Demonstrates ability to make sound decisions and take appropriate action.
• Utilizes available resources and recognizes when a situation warrants assistance.
• Identifies trends and opportunities for improvement.

Answers and triages incoming telephone calls, takes messages and assists patients and families with problem resolution both in-person and over the telephone.

Has the primary responsibility for scheduling and rescheduling patient appointments and utilizes wait list to fill cancelled appointments.

Works closely with the international office to schedule visits.

Reviews the daily patient schedule and ensures that…