Under the supervision of the Practice Manager, the Patient Service Coordinator II (PSC II) works with all levels in the organization, including physicians, nurses, and other clinical staff members, to ensure a quality-based, customer-oriented workflow. The PSC II handles incoming phone calls to the practice, reviews and books patient scheduling requests in EPIC, and works closely with the administrative and clinical teams to triage patient calls.
The emphasis is placed on the ability to communicate effectively and exhibit a high degree of customer service, manage confidential patient information, and organize priorities in a detailed manner. The PSC II may also initiate Clinical Messages via Epic, relaying information from patients to the clinical staff and is a crucial member of the team's communication structure.
Qualifications
Knowledge of computer skills necessary to use appropriate modules of Epic to include appointment scheduling, referral management and electronic medical record navigation.
Good command of the English language.
Excellent customer service skills
Strong interpersonal, organizational and time management skills.
Ability to work collaboratively and independently.
Detail-oriented.
Demonstrates initiative and continually strives to enhance the credibility of the department. Takes ownership and responsibility for work and behavior.
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 patients. Seeks guidance and direction appropriately.
Ability to multi-task, prioritize effectively and exhibit composure in a fast-paced environment.
Ability to effectively evaluate all aspects of a situation and independently make appropriate and timely decisions.
Knowledgeable and compliant in all hospital, state and federal regulatory requirements, including hospital policies and procedures (where applicable to the job), Joint Commission on Accreditation of Healthcare Organizations (JCAHO), and Health Insurance Portability and Accountability Act of 1996 (HIPAA).
EDUCATION:
High school diploma, GED or equivalent required
Some college, Assoociate's Degree, or Bachelor's Degree preferred
Administrative or Secretarial Training Program Certificate desireable.
EXPERIENCE:
Minimum 2-4 years clerical/administrative experience in a healthcare setting, or related experience with transferrable skills preferred.
WORKING CONDITIONS:
High-volume ambulatory office setting
EEO Statement
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.
