Site: The General Hospital Corporation


At Mass General Brigham, we know it takes a surprising range of talented professionals to advance our mission-from doctors, nurses, business people and tech experts, to dedicated researchers and systems analysts. As a not-for-profit organization, Mass General Brigham is committed to supporting patient care, research, teaching, and service to the community. We place great value on being a diverse, equitable and inclusive organization as we aim to reflect the diversity of the patients we serve.


At Mass General Brigham, we believe a diverse set of backgrounds and lived experiences makes us stronger by challenging our assumptions with new perspectives that can drive revolutionary discoveries in medical innovations in research and patient care. Therefore, we invite and welcome applicants from traditionally underrepresented groups in healthcare - people of color, people with disabilities, LGBTQ community, and/or gender expansive, first and second-generation immigrants, veterans, and people from different socioeconomic backgrounds - to apply.



Job Summary
The Patient Services Coordinator, under general supervision of the Administrative Manager provides administrative support to multiple healthcare providers in the Cardiology Division's high-volume Vascular Medicine outpatient practice, functioning as the primary interface between patients and providers across multiple practice locations. In this role, the Patient Services Coordinator 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 are complex in nature, and judgment and teamwork are required in handling issues and requests. Work is performed under minimal supervision. - 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 across multiple outpatient locations 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 interventional 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 ICA'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 ICA administrative staff members for absences, vacations, etc. and during variations in workflow, as needed. - Maintains physicians' calendars, coordinates & communicates schedule with catheterization 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.



Qualifications


- High School Diploma or GED required; Associate degree in Business Administration or Secretarial Certificate Program desirable - Work experience demonstrating customer service required. - 2-3 years of related work experience in a hospital setting or medical environment preferred - Excellent interpersonal skills; oral & written communication skills - Strong computer skills; proficiency with hospital systems and Microsoft Office products SKILLS AND COMPETENCIES: - Excellent interpersonal and verbal/written communication skills - Must demonstrate empathy with the patient population and a team orientation with colleagues of all role groups and departments - Accurate attention to detail, strong organizational and time management skills - Ability to solve problems and resolve complex issues on behalf of providers and patients - Knowledge of computer applications necessary to function in administrative role - Ability to be flexible and learn new tasks quickly - Ability to handlesensitive/confidential information - Compliance with hospital policy - Ability to function as a role model and provide administrative guidance to others



Additional Job Details (if applicable)


Additional Job Description



Remote Type


Onsite



Work Location


90 Blossom Street



Scheduled Weekly Hours


40



Employee Type


Regular



Work Shift


Day (United States of America)



EEO Statement:


The General Hospital Corporation 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.



Mass General Brigham Competency Framework


At Mass General Brigham, our competency framework defines what effective leadership "looks like" by specifying which behaviors are most critical for successful performance at each job level. The framework is comprised of ten competencies (half People-Focused, half Performance-Focused) and are defined by observable and measurable skills and behaviors that contribute to workplace effectiveness and career success. These competencies are used to evaluate performance, make hiring decisions, identify development needs, mobilize employees across our system, and establish a strong talent pipeline.