Patient Services Coordinator - Per Diem

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Nantucket Cottage Hospital

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.

Year round, evening/nights, per diem

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 the patient and the providers. The emphasis is placed on the ability to organize priorities, complete tasks, manage confidential patient information, schedule patient appointments and diagnostic testing, referrals, and other managed care related issues. The Patient Services Coordinator is responsible for front desk greeting, check in, check out, scheduling patient appointments, diagnostic testing, coordinating referral, authorizations, and managed care related issues.

This position is responsible for managing the day-to-day patient flow at time of check-in and check-out. The Patient Services Coordinator is expected to take complete responsibility for every customer interaction by creating a welcoming environment and providing outstanding service. The Patient Services Coordinator will work with colleagues and clinicians in one or a combination of ambulatory settings.

• 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 the patients, family members, caregivers, and colleagues.
• Ability to maintain 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 from patients, caregivers, coworkers, and other departments.
• Schedules all forms of ambulatory patient appointments.
• Responsible for collecting 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 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.

• Demonstrates flexibility and adapts to shifting priorities in response to the needs of patients, caregivers, and colleagues. This includes cross coverage with other ambulatory departments when necessary.
• 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.

• Has primary responsibility for scheduling and rescheduling patient appointments in accordance with established guidelines. Utilizes wait list to fill cancelled appointments.
• Answers and triages incoming telephone calls, takes messages and assists patients and…