Patient Service Coordinator III/ 40 Hours / MGH IMA

Job Description

Patient Service Coordinator III/ 40 Hours / MGH IMA


The Patient Services Coordinator III, under supervision of the Practice Manager, provides primary interface between the patient and providers for the Internal Medicine Associate Department


Performs all duties and responsibilities of a Patient Service Coordinator I and II

Patient Check-In and Check Out

Greets all patients and visitors to the clinic in a professional, consistent, timely and respectful manner.

Provides information to patients about hospital and practice procedures.

Uses practice information systems to check in each patient and verify demographic and insurance information.

Provides each patient with required paperwork and obtains signatures on billing and various forms.

Collects co- payments.

Determines and enters status of all patients in appointment scheduling systems (arrive, no show or cancel).

Performs all check-in, check-out functions.

Calls patients who need to be rescheduled as a result of changes in clinician schedules.

Coordinates the scheduling of multiple appointments using multiple systems.

Triages complex telephone calls utilizing courteous customer service skills.

Provide clinicians with scheduling support and day-to-day support

Opens and sorts mail.

Billing / Managed Care

Possess knowledge of HMO, manage care and other third-party insurers.

Understands financial services and self pay resources and provides patients with information as needed.

Reviews billing forms for completeness and delivers them to an appropriate person for charge entry.

Follows clinic policies for reconciling co payment cash.

Calls insurers to obtain prior authorizations, when necessary.


Tracks and coordinates appointments related to patient population management and Pay for Performance initiatives.

Coordinates the direct patient admission process to decrease Emergency Dept utilization.

Provide administrative support to providers including correspondence on behalf of physician.

Manages paperwork from home health agencies to expedite reimbursement to the physicians.

Actively participates in the 'team huddles' as part of the caring role of patients in team-based care.

Actively involved in Primary Care practice re-design and process improvement.

Liasion between Environmental Services, Building and Grounds and Information Technology for care

of the environment, computers, printers and office equipment.

May act as trainer for new support staff.

Assists in training and orientation of new coordinators.

Works with leadership with on-going departmental projects.

Monitors the patient waiting area for patient wait time; patient flow and maintains neatness.

Works collaboratively with patients, staff, clinicians and managers to determine needs and solve problems.

Effectively interacts with diverse population.

Performs all other duties that are unit specific and are appropriate to this level of position.

Other tasks as assigned.



3- 4 years of related experience preferably in a healthcare setting. Undergraduate or Associates degree preferred


Exceptional organizational skills and ability to organize time and priorities effectively, asking for direction when appropriate. Flexibility to handle multiple tasks and deadline pressures.

Ability to effectively manage day-to-day operational tasks. Adeptly establish priorities. Is flexible to accommodate changes in priorities.

Demonstrates initiative, continually strives to enhance the credibility of department. Takes ownership and responsibility for work and behavior.

Ability to solve problems and resolve complex issues on behalf of providers and patients.

Ability to conceptualize situations. Appropriately seeks guidance and direction.

Ability to appropriately evaluate all aspects of a situation and to independently make appropriate and timely decisions.

Excellent interpersonal/communications skills and a good command of English language

Demonstrates exceptional customer services skills

Knowledge of computer applications necessary. (word processing, electronic mail, Internet, and other office management systems).


General clinic office setting. High volume of people traffic.

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.

MA-Boston-MGH 15 Parkman

MGH 15 Parkman (MGH15Parkman)
15 Parkman Avenue
Boston, 02114

MGH 15 Parkman

15 Parkman Avenue


Customer Service

Massachusetts General Hospital(MGH)


Day Job



MGH Internal Medicine Associates

Jul 2, 2020

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