The Patient Services Coordinator II, under general supervision, provides administrative support to health care providers within a high-volume ambulatory setting, and functions as the primary interface between the patient and the providers. The emphasis is placed on efficient and courteous customer service to the internal and external customers.

As a Patient Services Coordinator in the Pediatric Sleep Center, you will play a crucial role in ensuring that pediatric sleep studies are scheduled efficiently and effectively, allowing our patients to receive timely and quality care.

PRINCIPAL DUTIES AND RESPONSIBILITIES:

Register and/or update demographic, PCP, insurance and other key information elements for all patients seen within the sleep lab.

Answer telephone, triage calls, take accurate and detailed messages using professional and courteous customer service techniques. Maintain confidentiality and privacy consistent with HIPAA guidelines.

Schedule sleep studies for pediatric patients in a timely and efficient manner, ensuring that all necessary information and resources are available.

Communicate with patients, physicians, and other hospital staff to coordinate and confirm procedure schedules.

Provide basic written and verbal instructions to patients regarding their scheduled sleep studies.

Provide exceptional customer service to patients by addressing any questions or concerns regarding their procedure schedule.

Monitor and manage scheduling conflicts and make necessary adjustments to ensure optimal use of resources and minimize patient wait times.

Prioritize urgent procedure requests and utilize wait list scheduling to expedite urgent requests.

Keep up-to-date on hospital policies, procedures, and protocols related to scheduling and ensure compliance at all times

Participate in continuous improvement efforts to streamline scheduling processes and improve patient satisfaction

Act as a liaison between patients, physicians, and staff to facilitate effective communication and ensure a positive patient experience.

Arranges for interpreter services as required by the patients and notifies Lab Manager of any patients requiring additional assistance.

Assists with all revenue enhancement activities including, but not limited to, registration verification, insurance preauthorization, PCP referrals, etc.

Coordinates and tracks referrals and decrements visits appropriately.

Files copies of correspondence, reports, notes, external orders, etc. in the Epic chart.

SKILLS/ ABILITIES/ COMPETENCIES REQUIRED:

Strong working knowledge of basic computer skills necessary to use Cadence scheduling, Epic eCare, Microsoft Office, registration, referral management, insurance payer authorization management, and medical record modules.

Knowledge of basic medical terminology

Demonstrated knowledge of HIPPA Confidentiality and Privacy Policies

Demonstrated ability to be attentive to detail and organized in the performance of their work.

Excellent interpersonal communication skills, whether in person, via the telephone and/or in writing, i.e. e-mail.

Ability to work independently and prioritize tasks with minimum supervision.

Ability to demonstrate excellent customer service skills, enabling effective and courteous work with various groups of patients, staff and providers.

Demonstrated ability to solve basic patient and practice problems.

Demonstrated understanding of managed care and all other pertinent insurance/medical coverage.

Demonstrated understanding of disaster protocols to include fire, safety and code calls, per the mandatory training, as outlined by MGH and JCAHO regulations.

EDUCATION:

Minimum Required: High school diploma, GED or equivalent

Preferred: Some college or Associate's Degree

EXPERIENCE:

Minimum:1-2 years of secretarial, customer service experience or equivalent in a medical or healthcare-related setting

Preferred: Experience in a clinic, medical or healthcare related setting.

Basic computer skills, including proven ability to effectively use of Microsoft Outlook, Excel and general data entry concepts and search functionality required.

Epic experience strongly preferred.

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.