GENERAL SUMMARY/ OVERVIEW STATEMENT:

Under general supervision and direction from the Administrative Director and the Operational Manager in the Department of Neurosurgery, the Patient Service Coordinator III will provide high-quality customer service for neurosurgical patients for the Chair of Neurosurgery. The PSC III will support all aspects of the Chair's clinical practice for clinical care management, facilitate and schedule all patient appointments, including surgical and ancillary tests, obtaining referrals, authorizations, and pre-certifications as needed. In addition to analyzing office systems, workflow, and referral pattern enhancement, this position involves responsibility for helping with the process enhancement of the Neurosurgical practice in all its activities. Requires discretion and judgment to organize priorities, complete tasks, and handle confidential patient information.

PRINCIPAL DUTIES AND RESPONSIBILITIES:

CLINICAL PRACTICE SUPPORT

• Manages high-volume phone lines professionally and courteously.
• Schedules patient office appointments using the Cadence scheduling system via Epic.
• Orders/coordinates/obtains outside films and any additional clinical information needed to ensure efficiency and accuracy of consultations and second opinion visits.
• Sends out confirmation/reminder letters in advance of appointments and surgeries.
• Answers patient/family questions regarding appointments, surgical procedures, and pre-operative instructions as appropriate.
• Review patient insurance and referrals in Epic when scheduling visits. Tracks referrals and ensures insurance information is obtained and verified prior to appointment.
• Check in patients courteously as they arrive at the office. Follow Front Desk operations, including co-pay collection, real-time arrival, and payment processing as required.
• Checks out patients as they exit the office, and schedules follow-up appointments and surgical procedures as appropriate.
• Schedule patient surgery using the Epic system, which may require coordinating other services such as Anesthesiology. Optimize and balance procedure scheduling with the time allotted
• Obtains insurance pre-authorizations and pre-certifications for tests and treatments.
• Provides reassurance to patients and families regarding treatment course and follow-up communication contact.
• Manage the preparation of surgical cases: confirm pre-op testing, compile necessary paperwork, and confirm the date and time of the procedure.
• Works with the Admitting Department and International Office to coordinate appointments of self-pay and international patients. Requests financial quotes for pending inpatient or outpatient services and relates information to patients when necessary.
• Coordinates appointments with MGH interpreters, as necessary.
• Photocopies, scans, and files patient-related paperwork within clinically defined electronic medical records accurately and timely.
• Insures and protects patient confidentiality; works within HIPAA-compliant procedures.

• Supports Mass General's philanthropic efforts by asking patients to sign the HIPAA release to enable contact by the Development Department. Professionally answers questions and refers issues to either the Administrative Director or Development staff. Utilizes tact and diplomacy.

COMPUTER APPLICATION REQUIREMENTS:

• Epic Cadence Front Desk application: Schedules patient appointments; utilizes resource scheduling techniques to link providers and procedure rooms.
• Epic Deposit Tool application: As necessary, certain practice sites post co-payments, post patient payments, and process credit cards. May include end-of-day cash drawer and payment processing procedures.
• Epic system: Prepares clinical notes for physicians in preparation for patient appointments. Searches for recent pertinent laboratory, radiology, and pathology reports.
• Using PowerShare/PowerFoil Load radiology discs in preparation for patient appointments.
• Epic Media Manager Document Imaging (Scanning) system: Electronically scan outside laboratory, radiology, and pathology reports into patient charts. Electronically files scanned reports into correct patient records.
• Epic PPE (Patient Pre-operative Evaluation): Schedules pre-operative testing appointments for surgical patients.
• Epic Snapboard (Operating Room) system: Uses online OR booking system to electronically communicate with OR Scheduler and reserve prime time OR slots for surgical procedures.
• Book radiology appointments via Epic for various imaging tests, including standard X-ray, CT, MRI, ultrasound, and nuclear medicine scans. Includes all MGH imaging sites.
• Epic Work queue (Referral management and requests): Process and schedule patient appointments and/or assign requests to another hospital service for appointments.
• Patient Gateway system: Use Patient Gateway to communicate with patients and ascertain their need for appointments and prescriptions. Follow through with appropriate scheduling and communication with the patient.
• Microsoft Office applications: as necessary, use Outlook, Word, Excel, and PowerPoint to support physician practice and academic presentations or work.

ADMINISTRATIVE:

• Analyzes office systems and workflow, implements solutions to problems, and provides functional guidance to the neurosurgery support team.
• Creates procedure and process manuals and/or tutorials.
• Maintains physician's meeting calendar, managing academic appointments and academic/professional schedules.
• Promptly arranges meetings (including conference calls) at the institutional, regional, and national levels.
• Handles scheduling, travel arrangements, and reimbursements.
• Retrieves screens and triages physician's mail.
• Answers telephones; arranges for forwarding and removal of telephones to answering service; places/returns telephone calls for physician as requested.
• Performs photocopying, faxing, and filing as requested.

TEAMWORK AND COLLABORATION:

• Cross-covers for other staff members for breaks, lunches, vacations, etc. and during variations in workflow as needed.
• Temporarily provides coverage and support to physicians during unexpected staff vacancies and new practice start-ups. It may require simultaneously rendering support to multiple physicians.

• Diplomatically handles sensitive and confidential issues among staff; involves department management as necessary.
• Communicates internally and externally to efficiently provide follow-up appointments and referrals to multidisciplinary practices.
• Communicates with physicians and nurse practitioners regarding patient flow issues and develops and implements improvement plans.
• Trains and orients new staff to ensure best practices and compliance with internal and MGH policies and procedures.
• Performs all other practice-specific and appropriate duties to this level of position, including fostering and enhancing relationships with other departments and areas in the hospital and referral region.
• Respects diversity.

QUALIFICATIONS:

• Minimum of high school graduation.
• Associates or Bachelor's degree or equivalent secretarial certificate or work experience preferred.

• Minimum of 3 years of applicable experience required.

SKILLS/ ABILITIES/ COMPETENCIES REQUIRED:

• Typing and/or keyboarding skills required.

• Excellent computer skills with the ability and aptitude to quickly learn new computer systems and programs.
• Excellent communication skills and ability to act as a liaison between the physician and patient/family.
• Excellent telephone etiquette.

• Good command of English language, including medical terminology.
• Exceptional organization skills and flexibility to handle multiple tasks and deadline pressures.
• Ability to work independently or in a team environment.
• Excellent interpersonal skills.
• Understanding of all pertinent medical insurance plans.
• Understanding of HIPAA regulations and requirements.

WORKING CONDITIONS

• Normal office conditions