Practice Services Coordinator III

PRINCIPAL DUTIES AND RESPONSIBILITIES:

• Perform all duties and responsibilities of a PSC I and II:
• Schedules patient office appointment using Epic including scheduling for more than one facility; coordinates appointments with those of other consulting physicians or primary care physician as appropriate.
• Schedules new patients over the telephone or on day of appointment, obtaining all necessary information in a courteous manner; creates office medical records for new patients;
• Retrieves medical records prior to patient office visit; ensures that all necessary laboratory and radiological test results and medical records are received from within and outside of MGH, and properly filed prior to patient's office visit; is knowledgeable in the use of computer applications needed to obtain above information.
• Answers patient/family questions regarding appointments as appropriate.
• Arranges for interpreter services as needed prior to patient appointment.
• Schedules follow-up appointments and laboratory or radiology testing in a timely and courteous manner; prepares appropriate requisition/paperwork and arranges for specimen retrieval as necessary; ensures that any necessary follow-up is scheduled at the appropriate time in the future.
• Responds to requests from billing service or third party carriers for information, corrections, etc
• Re-schedules any canceled appointments in a timely manner.
• Responds to requests from physicians' offices, family, or government agencies for letters of medical necessity, letters to schools, copies of medical records, etc. as necessary.
• Retrieves and returns hospital medical records for physicians for research, signature, billing, etc. as needed.
• Coordinates the scheduling of multiple appointments using multiple systems or resources.
• Investigates and resolves issues relating to and arising from the referral and/or billing process, which interrupts the delivery of care to a patient or the reimbursement for services rendered. Addresses patient questions, complaints and concerns.
• Possesses a thorough knowledge of all HMO, managed care, other third party insurers, and available patient financial services/resources.
• Assists in resolving identified issues, working collaboratively with practice management. Implements resolutions.
• Coordinates complex workflow and multiple schedules for providerto insure an efficient daily operation. Troubleshoots workflow issues as needed.
• Assists with special projects as required. Projects may include such topics as obligations to insurers, hospital issues of compliance and/or Operations Improvement Initiatives.
• Special projects as assigned by Practice Manager, Director and / or Division Chief.

Education
High School Diploma or Equivalent required

Can this role accept experience in lieu of a degree?
No

Licenses and Credentials

Experience
office experience 3-5 years required

Knowledge, Skills and Abilities
- Strong technology and MS Office skills - Advanced Outlook, Word, Excel, PowerPoint Knowledge of office operations and standards and understanding of office procedures including filing, copying, scanning, printing and faxing.
- Ability to use phone system and manage more non-routine phone calls and solve routine issues as appropriate.
- Communicating effectively in writing as appropriate for the needs of the audience and Talking to others to convey information effectively.
- Understanding written sentences and paragraphs in work related documents, to correspond and communicate with others clearly and effectively (including composing/editing e-mail, memos and letters), and to take complete and accurate messages.
- Managing one's own time and the time of others.
- Well organized and good time management skills to manage multiple tasks effectively, follow established protocols, and work within systems.
- Ability to proofread and edit written documents.

• Demonstrated ability to work independently, with limited supervision, resolve issues, be organized, attentive to detail and achieve outcomes within the team.
• Demonstrates effective interpersonal and communication skills.
• Effectively interacts with all levels of management.
• Demonstrates knowledge of HIPAA Confidentiality and Privacy policies.
• Demonstrates an understanding of Disaster protocols to include: fire, safety, code calls, per the mandatory training, as outlined by MGH and JCAHO guidelines.