Site: The General Hospital Corporation

 

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.

 

 

Job Summary

The Patient Services Coordinator II (PSC II), under general supervision of the Manager provides administrative support to multiple health care providers in a high-volume ambulatory setting, functioning as the primary interface between patients and providers within the Cardiology outpatient practice.

In this role, the PSC provides administrative support and coordination for aspects of patient care for both new and established patients. Emphasis is placed on exceptional customer service, the ability to communicate effectively, organize priorities, complete tasks, manage confidential patient information, and enhance patient experience.

Duties and tasks can be complex in nature and judgment and teamwork are required in handling issues and requests. Work is performed under minimal supervision.

This position qualifies for a hybrid work schedule after competencies, judgment, follow-through and communication skills are demonstrated successfully. The fixed hybrid schedule in this practice consists of 3 days onsite and 2 days working from home. A laptop will be provided.

 

• Will be supporting multiple physicians in within the department and support coverage of the departments ACD line.
• Serves as a liaison for patient/family/provider with an emphasis on superior customer service and a high standard of timely communication and response.
• Interacts in a courteous manner with physicians, nurses, and administrative staff within and outside of MGH to coordinate care of patients, obtain referrals, provide feedback, answer questions, etc.
• Triages and manages complex telephone calls, utilizing courteous customer service skills. This includes the responsibility to collect detailed information provided by patients, internal/external providers, and others to either resolve problems directly or ensure appropriate escalation to clinicians or management.
• Schedules patient appointments and manages changes ranging in complexity from one appointment to multiple coordinated appointments/tests/procedures. Prepares and sends follow-up appointment reminder communications to patients in a timely manner via Patient Gateway or mail.
• Coordinates the scheduling of diagnostic testing and procedures.
• Communicates/confirms dates, locations, pre-procedure requirements, etc. to patients via Patient Gateway, telephone, and/or mail. Tracks, collects, and delivers required pre-procedure clinical data and results within timeframes specified.
• Performs the daily management of EP’s Epic Front Desk InBasket pool and other staff messages.
• Coordinates and tracks new referral appointments. Manages multiple associated work queues.
• Recognizes emergencies and appropriately responds using standard operating procedures and critical thinking skills.
• Provides support and information to providers (MDs, fellows, advanced practice clinicians, RNs) to problem solve and manage complex administrative patient issues
• Communicates proactively and responsively with front desk staff and medical assistants in the ambulatory clinic setting.
• Responds to requests from physicians’ offices, family, MGH revenue groups, or government agencies for letters of medical necessity, letters to schools, copies of medical records, etc.
• Understands patient financial services and international resources and provides patients with information as needed.
• Provides cross coverage for other EP administrative staff members for absences, vacations, etc. and during variations in workflow, as needed.
• Maintains physicians’ calendars, coordinates & communicates schedule with lab and practice locations as necessary
• Maintains confidentiality and privacy, which is consistent with HIPAA guidelines.
• Assists with training and orientation of new staff, when applicable.
• Participates in periodic staff meetings or other departmental meetings.
• Identifies and communicates to leadership issues of process creating inefficiencies within the practice, and assists in their resolution
• Performs other duties and/or works on special projects as assigned.

Education
High School Diploma or Equivalent required

Can this role accept experience in lieu of a degree?
No

Experience
office experience 2-3 years required

Knowledge, Skills and Abilities
- Proficiency with all Office Suite, Knowledge of office operations and standards and understanding of office procedures including filing, copying, scanning, printing and faxing.
- Ability to use phone system and manage more non-routine phone calls and solve routine issues as appropriate.
- Communicating effectively in writing as appropriate for the needs of the audience and talking to others to convey information effectively.
- Understanding written sentences and paragraphs in work related documents, to correspond and communicate with others clearly and effectively (including composing/editing e-mail, memos and letters), and to take complete and accurate messages.
- Managing one's own time and the time of others.
- Well organized and good time management skills to manage multiple tasks effectively, follow established protocols, and work within systems.

 

Physical Requirements

Standing Occasionally (3-33%)

Walking Occasionally (3-33%)

Sitting Constantly (67-100%)

Lifting Occasionally (3-33%) 20lbs - 35lbs

Carrying Occasionally (3-33%) 20lbs - 35lbs

Pushing Rarely (Less than 2%)

Pulling Rarely (Less than 2%)

Climbing Rarely (Less than 2%)

Balancing Occasionally (3-33%)

Stooping Occasionally (3-33%)

Kneeling Rarely (Less than 2%)

Crouching Rarely (Less than 2%)

Crawling Rarely (Less than 2%)

Reaching Occasionally (3-33%)

Gross Manipulation (Handling) Constantly (67-100%)

Fine Manipulation (Fingering) Frequently (34-66%)

Feeling Constantly (67-100%)

Foot Use Rarely (Less than 2%)

Vision - Far Constantly (67-100%)

Vision - Near Constantly (67-100%)

Talking Constantly (67-100%)

Hearing Constantly (67-100%)

 

Hybrid

 

125 Nashua Street

 

40

 

Regular

 

Day (United States of America)

 

Pay Range

$17.36 - $24.45/Hourly

 

Grade

3

 

At Mass General Brigham, we believe in recognizing and rewarding the unique value each team member brings to our organization. Our approach to determining base pay is comprehensive, and any offer extended will take into account your skills, relevant experience if applicable, education, certifications and other essential factors. The base pay information provided offers an estimate based on the minimum job qualifications; however, it does not encompass all elements contributing to your total compensation package. In addition to competitive base pay, we offer comprehensive benefits, career advancement opportunities, differentials, premiums and bonuses as applicable and recognition programs designed to celebrate your contributions and support your professional growth. We invite you to apply, and our Talent Acquisition team will provide an overview of your potential compensation and benefits package.

 

The General Hospital Corporation is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religious creed, national origin, sex, age, gender identity, disability, sexual orientation, military service, genetic information, and/or other status protected under law. We will ensure that all individuals with a disability are provided a reasonable accommodation to participate in the job application or interview process, to perform essential job functions, and to receive other benefits and privileges of employment. To ensure reasonable accommodation for individuals protected by Section 503 of the Rehabilitation Act of 1973, the Vietnam Veteran’s Readjustment Act of 1974, and Title I of the Americans with Disabilities Act of 1990, applicants who require accommodation in the job application process may contact Human Resources at (857)-282-7642.

 

Mass General Brigham Competency Framework