The FLOAT Patient Services Coordinator III (PSC III), under general supervision, provides administrative support to healthcare providers in a high-volume ambulatory practice setting. The PSC III works with Vascular Surgeons to provide the necessary support for their practices. Primary responsibilities include working on visit planning for scheduled patients, maintaining calendars, communicating changes in schedules, assisting with Front Desk Check-In/Check-Out, taking patient phone calls and handling patient questions or routing to clinical staff as appropriate.

Clinical

• Visit Planning:

• Orders/coordinates/obtains outside films and lab results, as well as any additional clinical information needed to ensure efficiency and accuracy of consultations and second opinion visits.
• Send out confirmation/reminder letters in advance of appointments.
• Contacts patients after visits to coordinate the necessary follow-up appointments or plan of care.

OR Case Planning:

• Manage preparation of surgical cases
• Confirm pre-op testing
• Process necessary paperwork and EMR workflows
• Confirm date and time of procedure with all parties (OR, pre-test, peri-op, and patient).

Research Trials:

• Schedules appointments for patients enrolled in clinical trials and/or research studies.
• Maintains appropriate logs and consents for research compliance.
• Ensures that research patient visits, ancillary tests, and any related procedures are billed to the appropriate research fund and not to Medicare or any other third party payer.
• Reports any errors to the principal investigator and administrative director and assist with resolution as appropriate

Billing:

• Tracks referrals and ensures insurance information is obtained and verified a week or two prior to appointment.

Practice Group Management:

• Helps create and maintain doctor-specific and department specific operational guides

Administrative

• Maintains physician's calendar; managing physician's academic appointments and academic/professional schedule in tandem with Epic schedule.
• Edits, proofreads and prepares recommendations, reports, abstracts, manuscripts, correspondence, research protocols, etc. and maintains appropriate file copies as requested by physicians.
• Books travel and arranges meetings.
• Retrieves, screens and triages physician's mail.
• Answers telephone and provides administrative triage of calls; places/returns telephone calls for physician as requested.
• Prepares and distributes physician Curriculum Vitae on a regular basis as needed.
• Assists in ongoing coordination and documentation of research logs and paperwork.
• Performs photocopying, faxing, filing as requested.
• Works with physician or Principal Investigator to accrue patients to ongoing research studies, and follows appropriate special billing procedures for research visits.
• Assists in ongoing coordination and documentation of research logs and paperwork.
• Actively attends and participates in departmental meetings.

Citizenship/Professionalism

• Ethics

• Follows all Division and Hospital based procedures and policies.
• Follows all scheduling guidelines as defined by MGB, MGH, and Division management.

• Professional standards

• Maintains a high quality customer service and compassion with patients at all times.
• Maintains patient confidentiality:

• Adheres to HIPPA compliance in all aspects of work. Professionally answers questions and refers issues to either Administrative Manager or clinical staff. Utilizes tact and diplomacy.

Professional Development

• Completes all required annual Training.

Operational Management

• Active participant in the development and sharing of best practices.
• Active participant in continuous improvement.
• Active participant in all projects/tasks administered by the Administrative Manager.
• Help to orient new staff as appropriate

Qualifications

• Knowledge of computer skills necessary to use programs required for day to day clinic and administrative operations (Word, Excel, Outlook, internet, Epic, and other work-related systems, etc)
• Strong verbal and written communication, including the use of medical terminology.
• Exceptional organizational skills, flexibility to manage multiple tasks and the accurate attentive to details.
• Ability to work independently or within a team environment.
• Excellent and effective interpersonal and communication skills.
• Excellent customer service skills.
• Demonstrated ability to work effectively and courteously with various groups of patients, staff and providers.
• Demonstrated 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.
• Demonstrated in-depth understanding of managed care and all other pertinent insurance/medical coverage.
• Demonstrated knowledge of HIPAA Confidentiality and Privacy Policies.
• Demonstrated understanding of Disaster protocols to include: fire, safety and code calls, per annual mandatory training, as outlined by MGH and TJC guidelines

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.