Patient Services 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

Required Competencies :

Service Excellence

• Demonstrates a commitment to the NCH/NCMG Mission, Standards of Behaviors, and department service vision.
• Enthusiastically connects with a diverse population of patients, caregivers, and colleagues.
• Prioritizes work in alignment with the needs of the patients, family members, caregivers, and colleagues.
• Ability to maintain a high level of professionalism and handles all situations diplomatically and courteously.
• Consistently maintains a comfortable, clean, and safe setting.
• Adheres to department dress policy.

Attention to Detail

• Adheres to assigned schedules to ensure appropriate staffing coverage.
• Performs all check-in and check-out functions.
• Receives and responds to internal and external telephone calls from patients, caregivers, coworkers and other departments. 
• Schedules all forms of ambulatory patient appointments.
• Responsible for collecting patient payments.

Communication       

• Demonstrates strong verbal and written skills.
• Provides accurate information and clear explanations regarding appointment requirements, instructions, policies, and procedures.
• Adapts communication style to varying customer needs.
• Employs active listening skills.

Collaboration & Teamwork

• Exhibits diplomacy and communicates with others in a manner that demonstrates respect, professionalism, and a commitment to the team.
• Offers and seeks assistance to and from coworkers that supports the team and ensures that patient needs are not compromised.
• Provides cross coverage during unexpected and scheduled absences.
• Participates in department initiatives and contributes to the team's success.
• Acts as a liaison between key departments, providers, and coworkers.
• Assists in mentoring new staff as directed.

Flexibility & Resilience

• Demonstrates flexibility and adapts to shifting priorities in response to the needs of patients, caregivers, and colleagues. This includes cross coverage with other ambulatory departments when necessary.
• Responds to change with a positive attitude and remains open-minded.
• Demonstrates ability to rebound quickly when confronted with challenging situations.
• Demonstrates a willingness to learn.

General Responsibilities :

• Has primary responsibility for scheduling and rescheduling patient appointments in accordance with established guidelines. Utilizes wait list to fill cancelled appointments. 
• Answers and triages incoming telephone calls, takes messages and assists patients and families with problem resolution both in-person and over the telephone to include the "MD access line."
• Conducts appointment confirmation calls and sends confirmation letters when applicable.
• Reviews the daily patient schedule and ensures that all appropriate preparations are in place to facilitate efficient patient flow for the day and correct demographic and insurance information is in place.
  • Understand HMO, managed care, and other third-party insurers. Function as a patient resource around managed care plans, and insurance and referral issues with the knowledge to perform electronic insurance verification. Understand financial services and self-pay resources, and to provide patients with information as needed.
• Greets patients and visitors. Performs all patient check-in duties including