Job Description

The Patient Services Coordinator I (PSC I), under the supervision of the Administrative Manager, provides administrative support to healthcare providers within Infectious Diseases Associates (IDA). The PSCI functions as the primary interface between the patient and the clinical team. Fostering an environment of compassionate care is of paramount import. Emphasis is also placed on the ability to organize priorities, complete tasks, manage confidential patient information, as well as checking in and out for appointment and collecting copays. Serves as an overall resource to IDA and its patients.

Hours of operation - Monday through Friday 8:30am to 5pm

Responsibilities:

• Completes the Practice\xe2\x80\x99s check-in and -out functions and understands the revenue enhancement activities of registration verification and co-payment collection.
• Provides support and information to the care team to problem solve and manage complex administrative patient issues.
• Triages and manages more complex telephone calls utilizing superior customer service skills.
• Utilizes EPIC to manage providers\xe2\x80\x99 patient schedules, schedule and reschedule patient appointments, verify insurance information, and document patient interactions as appropriate.
• Secures outside medical records.
• Coordinates any necessary resources including transport, interpreters, and other services as requested.
• Possesses thorough knowledge of all HMO, Managed Care, and other Third Party Insurers. Functions as a resource for patients around managed care plans, insurance, and referral issues with an ability to perform electronic insurance verification.
• Understands financial services and self-pay resources and provides patients with information as needed.
• Maintains confidentiality and privacy consistent with HIPAA guidelines.
• Assists with training and orientation of new staff as necessary.
• Maintains the Practice\xe2\x80\x99s physical environment.
• Performs all other related tasks which facilitate the flow of patients through the practice or which enhance the quality of service to patients.
• Works on special projects and assignments as directed.

Competencies Required:

Getting Results:

• Drive for constant improvement and consistently demonstrate a positive, "can-do" attitude
• Ability to anticipate and solve problems proactively and effectively
• Strong customer service orientation

Planning, Organizing, and Coordinating:

• Superb time management skills with the capability to prioritize among multiple requests from multiple individuals and the ability to change direction in response to a fluctuating work environment
• Excellent multitasking skills as well as the ability to work in an environment that reflects diverse work styles and perspectives
• Exceptional attention to detail
• Solid problem-solving skills with the ability to anticipate and solve routine problems proactively and efficiently

Communication Skills:

• Excellent written and verbal communication skills
• Ability to represent the Center with the utmost professionalism and ability to build strong relationships inside and outside of the group
• Strong customer service attitude
• Solid ability to work successfully in a diverse team environment
• Sense of humor is a must

Diplomacy and Integrity:

• Maintain utmost confidentiality with sensitive and personal information including demonstrated knowledge of HIPAA Confidentiality and Privacy Policies
• Uphold the highest level of integrity and professionalism

Technical Savvy:

• Familiarity with clinical applications e.g., EPIC, Patient Tracker
• Demonstrated in-depth understanding of managed care and all other pertinent insurance/medical coverage

Qualifications

QUALIFICATIONS:

• Minimum of 1 year of secretarial experience or equivalent in a medical or health care related setting.
• Minimum of high school diploma or equivalent required.

SKILLS/ ABILITIES:

• Knowledge of computer skills necessary to use appropriate modules of EPIC
• Spanish speaking is preferred
• Exceptional organizational skills, flexibility to manage multiple tasks and the accurate attentive to details.
• Ability to work independently or within a team environment.
• Excellent and effective interpersonal and communication skills.
• Demonstrated ability to work effectively and courteously with various groups of patients, staff and providers.
• Demonstrated ability to problem solve and function as a resource to other members of the team and resolve complex issues on behalf of the providers and the patients.
• Demonstrated in-depth understanding of managed care and all other pertinent insurance/medical coverage.
• Demonstrated knowledge of HIPAA Confidentiality and Privacy Policies.
• Demonstrated understanding of Disaster protocols to include: fire, safety and code calls, per the mandatory training, as outlined by MGH and JCAHO guidelines.

Massachusetts General Hospital