GENERAL SUMMARY/ OVERVIEW STATEMENT
Receiving general direction from the Practice Manager, this position is responsible for the operational and organizational coordination of the HOPE Clinic, a perinatal and pediatric clinic for women with substance use disorder and their families. The Patient Services Coordinator will be part of a collaborative care team of a social worker, recovery coach, physicians, midwife, nurse case manager, and resource specialist who facilitate obstetric, pediatric, psychiatric, and addiction care for all patients of the HOPE Clinic. Drawing on a broad understanding of hospital policies and displaying a high degree of initiative and independent judgment, the Patient Services Coordinator coordinates the day-to-day administrative needs of the clinic and manages a wide range of service issues on a daily basis.
PRINCIPAL DUTIES AND RESPONSIBILITIES:
During clinic sessions, the Patient Services Coordinator staffs the front desk and performs all check-in and -out functions, as outlined by the MGH/MGPO Front Desk Standards of Operations. Has primary responsibility for answering clinic phone calls during business hours.
Schedules patient appointments and creates/updates provider schedule templates in Epic.
Completes reminder phone calls for patient appointments, including COVID-19 screening.
Support RN care manager and clinical staff in completing administrative tasks to enable clinic to function, including but not limited to:
- working with patients and pharmacies to trouble shoot prescription issues;
- supporting insurance prior authorization process and approval;
- supporting staff in WIC paperwork and other pediatric referrals
- drafting letters of engagement;
- managing paperwork for community referrals including releases of information;
- ensuring collection of outside records upon direction from RN;
- collaborating with research team around patient logistics
- assisting patients with transportation
- organizing meetings with patients and clinical team members as directed
Understands 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.
Completely performs and is a resource to other team members in all revenue enhancement activities, including but not limited to registration verification, co-payment collection, cash management, encounter form reconcilement, etc.
Maintains confidentiality and privacy, which is consistent with HIPAA guidelines. Maintains highest level of professionalism at all times and operates with discretion when working with patients and families with history of substance use disorders.
Prepare necessary appointment materials, such as MassPAT records, Release of Information forms, intake documentation, PROMS, etc.
Coordinates the scheduling of diagnostic testing.
Coordinates and tracks referral appointments and visits. Field new referrals from outside sources, including checking the Ambulatory Referral Order Workqueue three times per week.
Sends paperwork from clinic to Health Information Management to be scanned into the medical record.
Manages the HOPE Clinic patient database, keeping it up to date.
Utilizes various communication threads appropriately/as outlined (pager, EPIC, Microsoft teams, emails)
Provides training and orientation to new staff, where applicable.
Provides cross coverage for other SUD practices in the same space for absences, vacations, etc. and during variations in workflow, as needed.
Works on special projects as directed.Qualifications UALIFICATIONS
SKILLS/ ABILITIES/ COMPETENCIES REQUIRED:
- High School Diploma or GED required
- Understands the unique needs of a patient population with complex medical and behavioral challenges, and responds to situations with appropriate empathy and non-judgment
- Excellent computer skills necessary to use appropriate modules of EPIC and Microsoft Office products.
- 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.
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.