PSC II – Call Center Environment
PSC II - Call Center Environment - Communicates with patients via phone
General Overview Schedule is: 40 hrs per week Monday through Friday 8:30 am to 5:00 pm Receiving general direction from the Heart and Vascular Center?s Outpatient Access Nurse Manager, the Patient Service Coordinator II will be responsible for staffing the New Patient Appointment Intake line and working with the Heart and Vascular Center?s Outpatient Access Nurse Manager to triage calls and schedule patient appointments utilizing MGH data systems. Incumbent will also be expected to develop excellent working knowledge of all aspects of clinical programs within the MGH Heart and Vascular Centers and their related services, including basic knowledge of the hospital at large as well as develop proficiency in accurately scheduling within IDX for designated cardiac and vascular specialists according to instructions from Heart and Vascular Centers Outpatient Access Nurse Manager. This position will also require courteous and professional customer service techniques when communicating with patients, physicians, and physician office staff internal and external to the organization while maintaining confidentiality and privacy consistent with HIPAA guidelines and MGH policy. Responsibilities Performs all duties that are the responsibility of a Patient Service Coordinator II Provides support and information to providers to problem solve and manage complex patient scheduling issues Understands financial aspects of health care appointments, including self-pay resources, by providing patients with general insurance information as needed, and transferring of patients to the MGH Patient Referral and Registration Center when appropriate Triages and manages more complex telephone calls, utilizing courteous customer service skills. Maintains confidentiality and privacy, which is consistent with HIPAA guidelines. Acts as a resource to other team members for revenue enhancement activities, including but not limited to registration verification Schedules patient appointments and creates referral ?Shells?/Templates for specialty visits and diagnostic testing, as required Assists with new staff training and orientation, when applicable. Performs all other related tasks which would facilitate the flow of patients through the practices, or which would enhance the quality of service to patients. Works on special projects as directed. Skills/Abilities/Competencies Knowledge of computer skills necessary to use appropriate modules of IDX, electronic medical record modules and transition to PATCOM, as required. Good command of the English language, including medical terminology Exceptional organizational skills, flexibility to manage multiple tasks Ability to work independently or within a team environment Excellent and effective interpersonal and communication skills Demonstrates ability to work effectively and courteously with various groups of patients, staff and providers Demonstrates 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. Has the desire to be an integral part of a comprehensive team, with willingness to participate in multiple projects with varied roles and responsibilities as directed. Demonstrates in-depth understanding of managed care and all other pertinent insurance/medical coverage Demonstrates knowledge of HIPAA Confidentiality and Privacy Policies Demonstrates understanding of Disaster protocols to include: fire, safety and code calls, per the mandatory training, as outlined by MGH and JCAHO guidelines Qualifications Associate?s Degree in Secretarial Science/Business, or a Secretarial Training Certificate Program preferred. Minimum of high school diploma or equivalent required. Minimum of 3 years secretarial experience or equivalent in a medical or health care related setting Medical Call Center experience preferred