GENERAL SUMMARY/ OVERVIEW STATEMENT:
The Patient Services Coordinator II is an integral part of the MGH Substance Use Disorder Bridge Clinic, a transitional urgent care clinic for patients with addiction. The position requires a high degree of flexibility, independence, and willingness to participate in multiple activities in providing support to both patients and caregivers. The position requires strong communication skills and the ability to converse comfortably with patients and their caregivers, as well as clinical and administrative staff. This position will also provide cross-coverage of front desk duties for other outpatient substance use disorder clinics operating in the same space - HOPE Clinic and West End Clinic.
PRINCIPAL DUTIES AND RESPONSIBILITIES:
- Triages and manages telephone calls, utilizing courteous customer service skills.
- Coordinates the scheduling of patient appointments using Epic, the hospital's automated appointment and billing system.
- Performs reminder and follow-up phone calls to clinic patients who missed their appointment.
- Performs all check-in functions, as outlined by the MGH/MGPO Front Desk Standards of Operations.
- Ensures the physical environment is maintained and compliance with Joint Commission, OSHA, HIPAA, and Hospital guidelines.
- Investigates and works with Practice Manager to resolve patient complaints, questions and concerns.
- Ensures paper documents, like Release of Information, are scanned into patient records.
- Assists with administrative duties and data entry.
- Orders office supplies.
- Acts as a resource for clinical staff.
- Acts as the primary PSC cross-coverage person for the HOPE Clinic and West End Clinic, which operate in the same space as the Bridge Clinic.
- Performs additional duties as requested.
SKILLS/ABILITIES/COMPETENCIES REQUIRED:
- Provides excellent customer service to internal/external customers.
- Displays courteous telephone interactions.
- Prioritizes work assignments as necessary with little or no supervision.
- Effectively interacts with all levels of management.
- Remains calm and flexible in a fast-paced environment.
EDUCATION:
High School diploma or equivalent required; Bachelor's degree preferred.
EXPERIENCE:
2-3 years of related experience preferred.
WORKING CONDITIONS:
Clinical office setting. 8:30 am to 5 pm.
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.
Primary Location: MA-Boston-MGH Main Campus
Work Locations: MGH Main Campus, 55 Fruit Street, Boston 02114
Job: Practice Assistant/Patient Services Coord
Organization: Massachusetts General Hospital (MGH)
Schedule: Full-time
Standard Hours: 40
Shift: Day Job
Employee Status: Regular
Recruiting Department: MGH Psychiatry
Job Posting: Sep 3, 2024
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