Patient Access Coordinator

Mass General Brigham relies on a wide range of professionals, including doctors, nurses, business people, tech experts, researchers, and systems analysts to advance our mission. As a not-for-profit, we support patient care, research, teaching, and community service, striving to provide exceptional care. We believe that high-performing teams drive groundbreaking medical discoveries and invite all applicants to join us and experience what it means to be part of Mass General Brigham.

Job Summary

Qualifications

• High School Diploma or equivalent required.
• Associate's degree is preferred.
• Experience in a healthcare setting, with a focus on patient access and registration 3-5 years required.
• Knowledge of patient access procedures, healthcare regulations, and insurance coverage.
• Excellent customer service skills, including active listening, empathy, and effective communication.
• Ability to prioritize tasks, work independently, and manage multiple projects simultaneously.
• Proficiency in Microsoft Office and electronic medical record systems.

Additional Job Details (if applicable)

Responsibilities:

• Answer incoming telephone lines in a timely fashion, using the Ideal Patient Experience standard greeting and other telephone etiquette. Adhere to other relevant organizational and departmental service standards related to telephone access in order to ensure that patients, referring physicians, and other customers can easily access the Practice by telephone.
• Appropriately manage all calls, either by working with the customer or by referring the call to the appropriate party. For routine matters, respond directly to customer inquiries without referring the caller elsewhere. This includes responding to inquiries related to the availability of appointments, scheduled appointment dates and times, parking, directions, and general information about BWH, BWPO and the Practice.
• Assume primary responsibility for scheduling patient appointments, including enterprise-wide scheduling if applicable. Assist in increasing customer satisfaction by appropriately managing the appointment schedule and access to clinical services.
• In accordance with departmental protocols, adjust master templates, overbook and/or add clinical time to physician schedules in order to accommodate either clinical necessities or appointment requests made by either a patient or a referring physician. Cancel and reschedule appointments as requested. To the extent possible, ensure that patients' and referring physicians' scheduling needs are accommodated.
• Actively participate in the Ideal Patient Experience Patient Identifier Flag process, inserting or removing relevant informational flags in patient accounts in order to allow for the creation of specialized, focused work files. 
• Assume primary responsibility for pre-appointment registration intake, ensuring that all required demographic, Clinical Notes, Imaging and insurance information is accurately collected and/or updated. This includes the collection of referring physician information. Actively participate in the Ideal Patient Experience Patient Identifier Flag process, inserting or removing relevant informational flags in patient accounts in order to allow for the creation of specialized, focused work files. 
• Establish appropriate expectations related to the visit, including those related to financial matters. Ensure that patients are provided with all necessary pre-visit information and instructions, including a reminder to bring their insurance card and a referral (if any) to the visit.
• Function as a Practice Services Representative as requested. Competently perform all duties and responsibilities indicated in the Practice Services Representative job description (attached).

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