The Patient Service Coordinator II (PSC II) position offers exposure to the clinical, operative, and academic aspects of Orthopedic Sports Medicine. This position offers terrific opportunities to both work with expert Sports Medicine and Upper Extremity surgeons and contribute to cutting-edge innovations.

Working under general supervision from the Administrative Manager, the PSC II will provide administrative support to health care providers within an ambulatory setting. The PSC II will be responsible for front desk operations, as well as supporting clinical operations within the practice. The incumbent will be expected to function with minimal supervision in a fast-paced surgical clinic. This position will help support the newly opened Mass General Brigham Sports Medicine and Upper Extremity Center in Waltham, MA, and is the ideal position for candidates looking to gain skill with direct patient care and advance their careers (i.e. RN, PA, NP, MD).

Front Desk Responsibilities (75%)

The PSC II is responsible for greeting patients as they arrive for appointments as well as completing patient check-in and check-out processes in a timely manner. Specific tasks include:

Check-In

• Verifies patient identity upon patient initial check in by using two patient identifiers
• Ensures registration is updated as needed.
• Checks in patients by verifying demographic information, ensuring referral on record, and accuracy of clinical information.
• Collects patient co-pays on every patient and if co-payment is not collected denotes reason in visit documentation.
• Verifies radiology orders at time of check-in, uploads external radiology disks, and copies radiology report, and sends patients directly to radiology if necessary
• If patient brings in outside medical record, make photocopy and add to patient chart. Provide original copy back to patient.
• Issue relevant intake forms (i.e. patient summary, PROMS) and facilitate patient completion

Check-Out

• Upon patient check-out reviews follow-up information entered by clinician in EPIC DAR and schedules follow-up appointment if needed
• Follow-up appointment is made for any location the patient is returning to (e.g. Boston, Foxboro, Waltham). Follows MGH booking protocol.
• Confirms next appointment date and time with patient, and hands documentation of next visit (e.g. hand business with appointment date and location)

General Administrative Tasks (25%)

• Answer telephone calls and triaging patients accordingly
• Schedule outpatient clinic appointments following template guidelines
• Assist with referral queue management responding to referrals and scheduling appointments with appropriate providers
• Review schedules for capacity and accuracy of appointments
• Assist with managing efaxs, patient requests and documentation needs.
• Scans documents into Epic following standard procedures
• Cross covers for other staff members for breaks, lunches, vacations, etc. and during variations in workflow as needed.
• Other administrative tasks as assigned by the Administrative Manager/PSC III
• Maintains a clean and professional looking front-desk workspace (i.e. no personal items in view of patients)
• Attends regular staff meetings
• Provides information to patients, visitors and Hospital personnel, observing Hospital and Departmental policies and procedures
• Performs all other duties that are practice specific and are appropriate to this level of position; this may include projects as assigned

• Ability to work with minimal supervision
• Able to work well as part of a collaborative health care team
• Excellent interpersonal skills are required for working with patients and study participants.
• Excellent oral and written communication skills.
• Analytical skills and the ability to resolve technical or research problems and issues and to interpret the acceptability of data results.
• High degree of computer literacy.
• Excellent organizational skills and ability to prioritize a variety of tasks.
• Impeccable attention to detail.
• Ability to demonstrate professionalism and respect for subjects rights and individual needs.

High school diploma required

1 year healthcare experience preferred

Epic experience strongly preferred

The qualified candidate will work primarily at a work station within an office environment.

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.