Front Desk Reception, PSC II
Massachusetts General Hospital(MGH)

Job Info

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GENERAL SUMMARY/ OVERVIEW STATEMENT:

The Patient Services Coordinator II (PSC II) position offers exposure to the clinical, operative, and academic aspects of Orthopaedic Surgery. This position offers terrific opportunities to work with Orthopaedic Surgery Providers and contribute to cutting-edge innovations.

Under general supervision of the Administrative Manager, the PSC II will be responsible for front desk duties/functions in our fast-paced Orthopaedic Ambulatory Clinic located in Danvers. This is an excellent position for someone looking to jumpstart a career in healthcare or for a seasoned professional with experience in a customer service driven industry.

PRINCIPAL DUTIES AND RESPONSIBILITIES:

Front Desk Responsibilities (75%)

The PSC II is responsible for greeting patients as they arrive for appointments as well as completing patient check-in and check-out processes in a timely manner. Specific tasks include:

Check-In

• Verifies patient identity upon patient initial check in by using two patient identifiers.

• Checks patient insurance type comparing what is listed on insurance card and what is listed in EPIC system. If there is a discrepancy, informing the patient to call the RRC line.

• Verifies if patient is under worker's compensation insurance and confirms worker's comp information is correctly entered into EPIC.

• Verifies demographic information, ensuring referral on record, and accuracy of clinical information.

• Collects patient co-pays on every patient and if co-payment is not collected denotes reason in visit documentation.

• Assists and ensures patients complete PROMS questionnaires as needed.

• Issues any additional relevant intake forms and ensures completion.

• Checks patient's enrollment status in Patient Gateway & assists with enrollment process.

• Arrives patient in EPIC.

• Always moves patient in Ambulatory Patient Tracking to reflect accurate patient location throughout the patient's visit.

• Verifies casting and radiology orders at time of check-in and sends patients directly to cast room or radiology, if necessary.

• Uploads external radiology discs and copies radiology report scanning into Epic.

• If patient brings in outside medical record, make photocopy and scan into Epic.

• Keeps patients in waiting area accurately up to date on provider wait times by updating location specific wait time board and by also making verbal announcements.

Check-Out

• Upon patient check-out reviews follow-up information entered by provider and schedules follow-up appointment if needed to location where patient will be returning (i.e., Boston, Danvers, FXB, Waltham).

• Confirms next appointment date and time with patient and hand documentation of next visit (i.e., hands business card with appointment date and location or prints out appointment confirmation page),

• Prints Visit Summary report and hands directly to patient.

Practice Operations (25%)

In addition to the check-in/check-out processes, the PSC II is responsible for additional administrative tasks in between front desk responsibilities as well as during light clinic days:

Daily/Weekly Activities

• Prepares/creates patient charts (intake forms, last clinic note, MRI/CT report, etc. as provider directed).

• Checking the DAR 1-2 days prior to patient appointments to confirms patient's insurance type is contracted with our service by running EPIC report. If insurance is not active or non-contracted, alerting Administrative Manager and notifying patient to contact Financial Services.

• Reviews schedule for capacity and accuracy of appointments.

• Assists with managing of eFaxes, patient requests, and documentation needs.

• Assists with referral queue management responding to referrals and scheduling appointments with appropriate providers.

• Assists with scanning of medical records/documentation into EPIC.

• Take inventory of all iPads used for PROMs and return to designated charging location and/or locked storage.

• If prompted by MA or provider, PSC II calls patients in advance of visits to let them know if clinic is running late.

• Updates provider specific patient wait time board throughout the day.

• Responsibilities for clinic opening: Unlock door and turn on lights.

• Responsibilities for clinic closing: Lock door and turn off lights.

• Provides lunch coverage and ensures that at least one person is always at the front desk.

• Responsible for remaining in clinic late if clinic runs past scheduled end time.

• Responsible for arriving early should clinic schedule call for an earlier start time.

• Maintains a clean and professional looking front-desk workspace (i.e., no personal items in view of patients, no cell phone usage in front of patients).

Back-up Coverage and Miscellaneous Projects

• Answers phones and directs calls as appropriate.

• Attends regular staff meetings.

• Assists with coverage needs and cross-covers (including back office) as directed by Administrative Manager.

• Provides information to patients, visitors, and hospital personnel, observing hospital and departmental policies and procedures.

• Performs all other duties that are practice specific and are appropriate to this level of position; this may include projects as assigned.

Qualifications
SKILLS/ABILITIES/COMPETENCIES REQUIRED:

Competencies and Abilities

• Excellent customer service and communication skills

• Can work well as a team player

• Always maintains professionalism

• Basic computer skills necessary to use computerized scheduling/billing systems

• Good grammar and spelling

• Ability to deal effectively and courteously with a diverse group of internal and/or external customers

• Good organizational skills required to handle multiple tasks in busy environment

• Ability to problem solve and adapt to flexible work hours

• Ability to maintain customer service standards and work with minimal supervision

• Is able to function efficiently and independently in a busy clinic setting

Behavior Expectations

• Excellent communication between patient and clinic staff

• Adheres to institutional & departmental procedures & codes of conduct

• Does not use cell phone at front desk

• Personal calls/texts must be completed during dedicated break time

• Treats all team members with respect

• Conversations, particularly those in front of patients, are professional and adhere to HIPAA regulations

EDUCATION:

• High School Diploma or GED required
• BA/BS preferred.

EXPERIENCE:

• 1 year of administrative experience in a health care setting preferred.

• Epic experience strongly preferred.

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.

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