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Patient Services Coord. III - Surgery

MGH & BWH Center for Clinical Data Science

Patient Services Coord. III - Surgery - (3280317)

Description

GENERAL SUMMARY/ OVERVIEW STATEMENT:

The Patient Services Coordinator III in the Department of Surgery functions within the ambulatory practice coordinating administrative, research, and academic functions for high volume senior surgeon with significant administrative and research responsibilities. Assists Division administration with the effective management of the surgeon’s daily operations, revenue enhancement, and extensive non-patient care programmatic and research activities in addition to routine clinical practice duties.

PRINCIPAL DUTIES AND RESPONSIBILITIES:

  • Perform all duties and responsibilities of a PSC I and II:
  • Schedules patient office appointment using Epic including scheduling for more than one facility; coordinates appointments with those of other consulting physicians or primary care physicians as appropriate.
  • Registers new patients over the telephone or on day of appointment, obtaining all necessary information in a courteous manner; creates office medical records for new patients; follows-up prior to patient appointment to ensure that patient is registered in Hospital Patient Care Information System.
  • Retrieves medical records prior to patient office hours; ensures that all necessary laboratory and radiological test results and medical records are obtained, from within and outside of MGH, and properly filed prior to patient’s office visit; is knowledgeable in the use of computer applications needed to obtain above information.
  • Distributes patient information, maps, etc. prior to patient appointments.
  • Answers patient/family questions regarding appointments, surgical procedures, and pre-operative instructions as appropriate.
  • Arranges for interpreter services as needed prior to patient appointment.
  • Places reminder telephone calls to patients 1-2 days before scheduled office visits.
  • Places reminder telephone calls to patients 1-2 days before scheduled surgical procedures.
  • Prints and prepares encounter forms for patient office hours and surgeries.
  • Ensures that all demographic data in patient medical record is current, complete, and validated.
  • Consistently ensures that referral forms are obtained from patients or primary care physician’s office prior to patient’s office visit.
  • Schedules follow-up appointments and laboratory or radiology testing in a timely and courteous manner; prepares appropriate requisition/paperwork and arranges for specimen retrieval as necessary; ensures that any necessary follow-up is scheduled at the appropriate time in the future.
  • Schedules surgeries, pre-admission testing, and admissions; completes, delivers, and files all associated paperwork in an accurate and timely manner.
  • Is knowledgeable in the use of the MGH OR Scheduling Computer System and troubleshoots as necessary.
  • Consistently ensures that patients/family complete Consent for Surgery forms.
  • Consistently provides patients/family with copies of surgery instructions for appropriate institution/type of admission.
  • Provides patients/family with time of surgery and reviews any pre-surgical instructions in a courteous and timely manner.
  • Contacts patients’ insurance companies in a timely manner to obtain pre-certification for surgery as necessary.
  • Proofreads, and edits and manages physician’s LMR office notes/consultation letters insuring that letters are sent to referring physician for each patient encounter and within 1-2 days of patient visit.
  • Performs billing for physician’s services or ensures that all office/surgical paperwork necessary for billing is accurately photocopied, prepared, and forwarded to the billing service within one week of service;
  • Follows-up using PCIS or with physician/residents as necessary to obtain operative reports in a timely manner for billing;
  • Performs CPT or ICD-9 coding as required.
  • Responds to requests from billing service or third party carriers for information, corrections, etc
  • Re-schedules any canceled appointments or surgeries in a timely manner.
  • Responds to requests from physicians’ offices, family, or government agencies for letters of medical necessity, letters to schools, copies of medical records, etc. as necessary.
  • Updates spreadsheet / database of surgical procedures performed on a weekly basis according to requirements of physician.
  • Prepares and sends follow-up visit reminder letters to patients in a timely manner.
  • Retrieves and returns hospital medical records for physicians for research, signature, billing, etc. as needed.
  • Contacts Emergency Department and surgical residents as appropriate to provide information regarding patients arriving in Emergency Department as necessary.
  • Coordinates the scheduling of multiple appointments using multiple systems or resources.
  • Investigates and resolves issues relating to and arising from the referral and/or billing process, which interrupts the delivery of care to a patient or the reimbursement for services rendered. Addresses patient questions, complaints and concerns.
  • Functions as a resource for referral and insurance issues. Remains current on the changing issues impacting the health care insurers. Attends all APFIT (PSU) Meetings as well as other appropriate meetings.
  • Function as the unit “Super User” for EPIC scheduling system.
  • Possesses a thorough knowledge of all HMO, managed care, other third-party insurers, and available patient financial services/resources.
  • Assists in resolving identified issues, working collaboratively with practice management. Implements resolutions.
  • Coordinates complex workflow and multiple schedules for surgeon to insure an efficient daily operation. Troubleshoots workflow issues as needed.
  • Assists with special projects as required. Projects may include such topics as obligations to insurers, hospital issues of compliance and/or Operations Improvement Initiatives.
  • Prepare all Resident Letters of Recommendation.
  • Coordinates and manages travel for surgeon’s academic, research, lectureships.
  • Prepares and submits all business expense reports for surgeon ensuring that all documentation required is included for review and approval by Administrative Manager.
  • Serves in the role of administrative assistant for busy colorectal surgery program.
  • Coordinates professional society meetings.
  • Coordinate Colorectal Surgery Program and Lab Meetings. Serve as a liaison between program / staff, Program Director and Division Administrative Manager.
  • Provide limited administrative assistant support to colorectal surgery research assistants.
  • Assist with the maintenance of colorectal surgery retrospective databases for surgeon’s projects.
  • Schedule meetings, conference calls and appointments for both clinical practice and Colorectal Surgery Program.
  • Coordinates all support for colorectal surgery program visiting observers and research assistants ensuring compliance with hospital policies and training requirements and ensuring that all required information is obtained, and forms signed for administrative manager submission to Human Resources.
  • Special projects as assigned by Administrative Manager, Practice Manager, Colorectal Surgery Program Director and / or Division Chief.
  • Provides assistance to the Director of the Colorectal Surgery Program with functions such as staffing Program Meetings, preparing and forwarding meeting minutes and tracking action items.
  • Provide administrative staff assistant support for Baker Nurse Practitioner Team and Stoma Service.

RSRMGB

Qualifications

QUALIFICATIONS:

  • High School Diploma or GED required; college education preferred 
  • Minimum of 5 years work experience in medical group practice, billing and/or managed care setting required.

SKILLS/ ABILITIES/ COMPETENCIES REQUIRED:

  • Demonstrated experience to interface with various levels of the practice, especially with the knowledge and issues related to manage care.
  • Thorough knowledge of Epic system modules and its features, electronic medical record modules and transition to Book It with all system features, as applicable.
  • Demonstrated ability to work independently, with limited supervision, resolve issues, be organized, attentive to detail and achieve outcomes within the team.
  • Demonstrates effective interpersonal and communication skills.
  • Effectively interacts with all levels of management.
  • Demonstrates knowledge of HIPAA Confidentiality and Privacy policies.
  • Demonstrates an understanding of Disaster protocols to include: fire, safety, code calls, per the mandatory training, as outlined by MGH and JCAHO guidelines.

RSRMGB

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. 

Primary Location

: MA-Boston-MGH 15 Parkman

Work Locations

MGH 15 Parkman 

15 Parkman Avenue 

Boston 02114

Job

: Customer Service

Organization

: Massachusetts General Hospital(MGH)

Schedule

: Full-time

Standard Hours: 40

Shift

: Day Job

Posted Shift Description: 8a-4:30p

Employee Status

: Regular

Recruiting Department: MGH Surgery

Job Posting

: Mar 5, 2024

Read Full Description
Confirmed 19 hours ago. Posted 24 days ago.

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