Patient Services Coord. II
Massachusetts General Hospital(MGH)

GENERAL SUMMARY/ OVERVIEW STATEMENT:

The Patient Service Coordinator II (PSC II) position offers exposure to the clinical, operative, and academic aspects of the Orthopaedic Surgery Department. This position offers terrific opportunities to both work with expert Orthopaedic surgeons and contribute to cutting-edge innovations.

Working under general supervision from the Administrative Manager, the PSC II will provide administrative support to health care providers within an ambulatory setting. They will be responsible for office visit booking of patients, as well as supporting clinical operations within the practice. They will be expected to function with minimal supervision in a fast-paced surgical clinic. They will also assist with surgical bookings and obtain pre-authorizations for advanced treatments (i.e., injections, imaging).

The ideal candidate possesses expert knowledge in all information systems relevant to the position. Having a clinical background is preferred. The ideal candidate demonstrates excellent organizational skills, is detail oriented, and is well informed of all programs, services and procedures related to the work of the Service they support.

PRINCIPAL DUTIES AND RESPONSIBILITIES:

• Responsible for booking patient appointments/managing clinic schedule for all providers within the scope of duty
• Manages patient phone calls and responds to messages in timely manner
• Monitors Epic in-baskets and forward messages to providers accordingly
• Responsible for ensuring that patients, families and caregivers understand information given to them with respect to surgical procedures, tests, & instructions
• Responsible for notifying Surgeon or Manager when patient does require further education in any aspect of their care
• Manages all patient paperwork to include things such as disability paperwork, leave of absence letters, interdisciplinary progress updates
• Assist with surgical scheduling and case entry as directed
• Perform tasks associated with scheduling of surgeries ensuring pre-operative requirements are completed in a timely manner
• Work with other staff to collaborate with other pre-op providers to ensure all tests are performed for surgical clearance
• Work with other staff to manage surgeons OR block time, ensuring all time is filled with the appropriate patients.
• Work with other staff to manage Microsoft calendar of providers ensuring all direct, and non-direct patient care activities are accounted for and not in conflict
• Provides superior customer service to patients
• Responds to all tasks in a timely fashion
• Answering clinic phones and chart preparation
• Attends staff meetings as required and actively supports operational initiatives & changes within office setting
• Complies with all internal & external regulatory requirements
• Complies with the Orthopaedic Services policies & procedures
• All other duties as assigned

Back-up Coverage and Miscellaneous Projects

• Provide coverage at the front desk, assisting with check-in and check-out as needed to meet patient needs

• Provides back up phone coverage and assists other colleagues including surgical schedulers as directed by the Administer Manager

• Attends regular staff meetings

• Provides information to patients, visitors and Hospital personnel, observing Hospital and Departmental policies and procedures

• Performs all other duties that are practice specific and are appropriate to this level of position; this may include projects as assigned

Qualifications
SKILLS/ABILITIES/COMPETENCIES REQUIRED:

• Ability to work independently.
• Able to work well as part of a collaborative health care team
• Excellent interpersonal skills are required for working with patients and study participants.
• Excellent oral and written communication skills.
• Analytical skills and the ability to resolve technical or research problems and issues and to interpret the acceptability of data results.
• High degree of computer literacy.
• Excellent organizational skills and ability to prioritize a variety of tasks.
• Impeccable attention to detail.
• Ability to demonstrate professionalism and respect for subjects' rights and individual needs.

EDUCATION:

High School Diploma or GED required. BA/BS preferred.

EXPERIENCE:

Minimum of 1-2 years of related experience in ambulatory surgery

Clinical background is strongly preferred

Experience with Epic strongly preferred

EEO Statement
Massachusetts General Hospital is an Affirmative Action Employer. By embracing diverse skills, perspectives and ideas, we choose to lead. 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.

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