Patient Services Coord. II/ Access CenterBoston

GENERAL SUMMARY/ OVERVIEW STATEMENT:

Receiving general direction from the MGH Gastroenterology Practice Manager, the Patient Access Coordinator is responsible for working the medical referrals and work queue. Collaborating with the Access Center Team Lead, this person will triage phone calls and schedule patient appointments. Incumbent will be expected to develop excellent working knowledge of the Division of Gastroenterology and their related programs and services, including basic knowledge of the hospital at large as well as develop proficiency in accurately scheduling within EPIC. This position will also require courteous and professional customer service techniques when communicating with patients, physicians, and office staff internal and external to the organization while maintaining confidentiality and privacy consistent with HIPAA guidelines and MGB policy.

PRINCIPAL DUTIES AND RESPONSIBILITIES:

The medical referrals and workqueue are worked by staff on a daily basis to triage and schedule

clinic appointments, including making calls to patients and assigning referrals to the appropriate providers.

Work closely with the Access Center Team Lead and Practice Manager to ensure urgent referrals are scheduled within three days and non-urgent referrals are scheduled within two weeks. Ensure internal and external referrals are entered into the system and managed in a timely manner for appointment scheduling.

Utilizing the department medical referral protocol will assign internal referrals to the subspecialty team leads and will review the external referrals to determine if the referral meets scheduling guidelines.

Responsible for reviewing and ensuring all providers schedules are filled appropriately and timely.

Provides support and information to providers to problem solve and manage complex administrative patient issues.

Responsible for answering a high volume of inbound phone calls to include triaging complex phone calls and entering phone message into the EPIC system.

Maintains confidentiality and privacy, which is consistent with HIPAA guidelines.
Performs all duties that are the responsibility of a Patient Service Coordinator II.

Assists with new staff training and orientation, when applicable

Performs all other related tasks which would facilitate the flow of patients through the practice, or which would enhance the quality of service to patients.
Works on special projects as directed.

Performs all other duties as assigned.

QUALIFICATIONS:

Minimum of high school diploma or equivalent required. Associates degree or Bachelors preferred.
Minimum of 3 years business experience or equivalent in a medical or health care related setting.
Call Center experience preferred.

SKILLS/ ABILITIES/ COMPETENCIES REQUIRED:

Knowledge of computer skills necessary to use appropriate modules of EPIC

Excellent verbal and written skills are necessary, as well as, strong interpersonal, and effective communication skills .
Exceptional organizational skills, flexibility to manage multiple tasks
Ability to work independently or within a team environment
Demonstrates ability to work effectively and courteously with various groups of patients, staff and providers
Demonstrates 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.
Demonstrates an understanding of insurance payors and all other pertinent insurance and medical coverage.
Demonstrates knowledge of HIPAA Confidentiality and Privacy Policies
Demonstrates 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 is an Equal Opportunity Employer. By embracing diverse skills, perspectives and ideas, we choose to lead. Applications from protected veterans and individuals with disabilities are strongly encouraged.