Patient Serv. Coord. III/Team Lead
Massachusetts General Hospital(MGH)


Job Info


GENERAL SUMMARY/ OVERVIEW STATEMENT: Summarize the nature and level of work performed.

Under the general direction of the Group Practice Administrator, the Patient Services Coordinator (PSC) III Team Lead will help to manage the day-to-day operations. The PSC III will work closely with the Neurorecovery and Stroke teams together to provide complex and comprehensive administrative support to health care providers in a high-volume ambulatory setting, functioning as the primary interface between the patient and physicians. The PSC III is expected to effectively organize priorities, complete tasks on time and to manage confidential patient information. The PSC III is responsible for scheduling complex procedures, diagnostic testing, coordinating referrals, processes, and managed care related issues. The PSC III is expected to take complete responsibility for every customer interaction by creating a welcoming environment and providing outstanding service.

PRINCIPAL DUTIES AND RESPONSIBILITIES: Indicate key areas of responsibility, major job duties, special projects and key objectives for this position. These items should be evaluated throughout the year and included in the written annual evaluation.

Required Competencies:

Service Excellence

  • Demonstrates a commitment to the MGH Mission, Standards of Behaviors, and department service vision.
  • Enthusiastically connects with a diverse population of patients, caregivers and colleagues.
  • Prioritizes work in alignment with the needs of the patients, family members, caregivers and colleagues.
  • Ability to maintain a high level of professionalism and handles all situations diplomatically and courteously.
  • Consistently maintains a comfortable, clean and safe setting.
  • Adheres to department dress policy.

Attention to Detail
  • Adheres to assigned schedules to ensure appropriate staffing coverage.
  • Performs all check-in and check-out functions, as outlined by the MGH/MGPO Front Desk Standards of Operations.
  • Receives and responds to internal and external telephone calls from patients, caregivers, coworkers and other departments.
  • Schedules new, follow-up, same day, annual and diagnostic patient appointments.
  • Responsible for collecting patient co-payments in accordance with the Co-payment Collection Policy.

Communication
  • Demonstrates strong verbal and written skills.
  • Provides accurate information and clear explanations regarding appointment requirements, instructions and policies and procedures.
  • Adapts communication style to varying customer needs.
  • Employs active listening skills.

Collaboration & Teamwork
  • Exhibits diplomacy and communicates with others in a manner that demonstrates respect, professionalism and a commitment to the team.
  • Offers and seeks assistance to and from coworkers that supports the team and ensures that patient needs are not compromised.
  • Provides cross coverage during unexpected and scheduled absences.
  • Participates in department initiatives and contributes to the team's success.
  • Acts as a liaison between key departments, providers and coworkers.
  • Assists in mentoring new staff as directed.

Flexibility & Resilience
  • Demonstrates flexibility and adapts to shifting priorities in response to the needs of patients, caregivers and colleagues.
  • Responds to change with a positive attitude and remains open-minded.
  • Demonstrates ability to rebound quickly when confronted with challenging situations.
  • Demonstrates a willingness to learn.

Team Lead Core Competencies:

Coach
  • Motivates, guides and teaches coworkers, practically and by example, by recognizing individual strengths.
  • Provides informal feedback in a tactful, sensitive and respectful manner.
  • Approachable, accessible and helpful to all coworkers in need of assistance or guidance on day-to-day operational issues.
  • Demonstrates strong working knowledge of MGH systems and serves as a resource to colleagues.

Independent Problem Solver
  • Self directed and can complete tasks independently and in a timely and efficient manner.
  • Demonstrates initiative and proposes creative solutions when identified.

Role Model
  • Serves as a role model by performing duties in an exemplary way; displays a positive attitude, excellent listening skills and openness to constructive feedback.
  • Acts as a change agent and helps drive implementation of new initiatives in the department.

General Responsibilities:
  • Trained to perform all duties expected of a PSC II.
  • Triages Referrals in EPIC and monitors team to ensure referral guidelines are met.
  • Participates in interviewing new team members.
  • Provides feedback during each team member's annual review process.
  • Serves as point person for departmental surveillance rounds, patient tracer exercises and infection control rounds.
  • Identifies and communicates to Practice Manager areas of process improvement within the practice and assists in their resolution.
  • Assists Practice Manager with any projects needed to improve or resolve flow issues, patient access issues and/or other general enhancements for the Neurology Service.
  • Arranges support staff coverage for vacations, sick days and tardiness by following step by step guidelines assigned by Practice Manager.
  • Provides support and information to providers and staff to problem solve and manage complex administrative patient issues.
  • Assists with training and orientation of all new staff, where applicable, including acting as a mentor to newly hired coordinators while providing Practice Manager with routine updates on new hire's progress and/or areas needing improvement.

  • General Responsibilities continued:
  • Updates all staff resources routinely, including test worksheets, exam room and staff extensions, and/or other helpful forms.
  • Super user for all commonly used systems.
  • Participates in Team Lead Committee.
  • Performs other duties as assigned.


  • Qualifications
    QUALIFICATIONS: (MUST be realistic, neither overstated nor understated, and related to the essential functions of the job.)

    • Minimum required education is high school diploma and/or GED equivalent. Some college preferred.
    • A minimum of 3-5 years in a clinical setting.
    • Some knowledge of third-party billing.
    • Demonstrates basic knowledge of medical terminology.
    • Ability to maintain confidential medical information.
    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.



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