Patient Services Coordinator - Call Center

Patient Services Coordinator - Call Center

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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.

Under general supervision, the Patient Services Coordinator provides administrative support to health care providers in high-volume ambulatory settings, functioning as the primary interface between patients and providers. The emphasis is on organizing priorities, completing tasks, managing confidential patient information, scheduling patient appointments and diagnostic testing, referrals, and other managed‑care related issues. Responsibilities include front‑desk greeting, check‑in, check‑out, scheduling, and managing patient flow at check‑in and check‑out.

Year‑round on Nantucket, 40 hours per week, Call center.

• Demonstrates a commitment to the NCH/NCMG 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 patients, families, caregivers, and colleagues.
• Maintains a high level of professionalism and handles 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.
• Receives and responds to internal and external telephone calls.
• Schedules all forms of ambulatory patient appointments.
• Collects patient payments.

• Demonstrates strong verbal and written skills.
• Provides accurate information and clear explanations regarding appointment requirements, instructions, policies, and procedures.
• Adapts communication style to varying customer needs.
• Employs active listening skills.

• Exhibits diplomacy and communicates with others respectfully.
• Offers and seeks assistance to support the team and ensure patient needs are not compromised.
• Provides cross coverage during absences.
• Participates in department initiatives and contributes to team success.
• 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 patient, caregiver, and colleague needs.
• Responds to change with a positive attitude and remains open minded.
• Rebounds quickly from challenging situations.
• Demonstrates a willingness to learn.

• Primary responsibility for scheduling and rescheduling patient appointments in accordance with guidelines; utilizes wait lists to fill cancellations.
• Answers and triages incoming telephone calls, takes messages, and assists patients and families with problem resolution both in‑person and over the phone.
• Conducts appointment confirmation calls and sends confirmation letters when applicable.
• Reviews the daily patient schedule and ensures proper preparation and accurate demographic and insurance information.
• Understanding HMO, managed care, and third‑party insurers; functions as a patient resource around managed‑care plans; performs electronic insurance verification.
• Greets patients and visitors; performs all check‑in duties including payment collection, informing patients of wait times, and ensuring paperwork completion.
• Provides cross coverage as necessary, including lunch and vacation coverage.
• Monitors Televox for appointment confirmations.
• Works closely with other Nantucket Cottage Medical Group/Nantucket Cottage Hospital departments to schedule visits.
• Coordinates interpreter services and…