The Patient Services Coordinator I (PSC I), under the supervision of the Administrative Manager, provides administrative support to healthcare providers within Infectious Diseases Associates (IDA). The PSCI functions as the primary interface between the patient and the clinical team. Fostering an environment of compassionate care is of paramount import. Emphasis is also placed on the ability to organize priorities, complete tasks, manage confidential patient information, as well as checking in and out for appointment and collecting copays. Serves as an overall resource to IDA and its patients.
Completes the Practice's check-in and -out functions and understands the revenue enhancement activities of registration verification and co-payment collection.
Provides support and information to the care team to problem solve and manage complex administrative patient issues.
Triages and manages more complex telephone calls utilizing superior customer service skills.
Utilizes EPIC to manage providers' patient schedules, schedule and reschedule patient appointments, verify insurance information, and document patient interactions as appropriate.
Secures outside medical records.
Coordinates any necessary resources including transport, interpreters, and other services as requested.
Possesses thorough knowledge of all HMO, Managed Care, and other Third Party Insurers. Functions as a resource for patients around managed care plans, insurance, and referral issues with an ability to perform electronic insurance verification.
Understands financial services and self-pay resources and provides patients with information as needed.
Maintains confidentiality and privacy consistent with HIPAA guidelines.
Assists with training and orientation of new staff as necessary.
Maintains the Practice's physical environment.
Performs all other related tasks which facilitate the flow of patients through the practice or which enhance the quality of service to patients.
Works on special projects and assignments as directed.
Drive for constant improvement and consistently demonstrate a positive, "can-do" attitude
Ability to anticipate and solve problems proactively and effectively
Strong customer service orientation
Planning, Organizing, and Coordinating:
Superb time management skills with the capability to prioritize among multiple requests from multiple individuals and the ability to change direction in response to a fluctuating work environment
Excellent multitasking skills as well as the ability to work in an environment that reflects diverse work styles and perspectives
Exceptional attention to detail
Solid problem-solving skills with the ability to anticipate and solve routine problems proactively and efficiently
Excellent written and verbal communication skills
Ability to represent the Center with the utmost professionalism and ability to build strong relationships inside and outside of the group
Strong customer service attitude
Solid ability to work successfully in a diverse team environment
Sense of humor is a must
Diplomacy and Integrity:
Maintain utmost confidentiality with sensitive and personal information including demonstrated knowledge of HIPAA Confidentiality and Privacy Policies
Uphold the highest level of integrity and professionalism
Familiarity with clinical applications e.g., EPIC, Patient Tracker
Demonstrated in-depth understanding of managed care and all other pertinent insurance/medical coverage
Minimum of 1 year of secretarial experience or equivalent in a medical or health care related setting.
Minimum of high school diploma or equivalent required.
Knowledge of computer skills necessary to use appropriate modules of EPIC
Spanish speaking is preferred
Exceptional organizational skills, flexibility to manage multiple tasks and the accurate attentive to details.
Ability to work independently or within a team environment.
Excellent and effective interpersonal and communication skills.
Demonstrated ability to work effectively and courteously with various groups of patients, staff and providers.
Demonstrated 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 the patients.
Demonstrated in-depth understanding of managed care and all other pertinent insurance/medical coverage.
Demonstrated knowledge of HIPAA Confidentiality and Privacy Policies.
Demonstrated understanding of Disaster protocols to include: fire, safety and code calls, per the mandatory training, as outlined by MGH and JCAHO guidelines.
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.
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According to the US Bureau of Labor Statistics (BLS), overall employment of occupational health and safety specialists and technicians is projected to grow 4 percent from 2019 to 2029, about as fast as the average for all occupations. Specialists and technicians will be needed in a wide variety of industries to ensure that employers adhere to both existing and new regulations.
According to BLS, the median annual wage for occupational health and safety specialists was $76,340 in May 2020, while the median annual wage for occupational health and safety technicians was $53,340 in May 2020.
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