MGH Institute of Health Professions Hiring for Patient Services Coordinator II (IHP Staff) at Boston, MA Full Time

Description

This role is located on the MGH-IHP Campus in the historical Charlestown Navy Yard

SUMMARY

The Sanders Impact Practice Center is seeking a Patient Services Coordinator II. The Patient Services Coordinator provides general administrative support at our location at 2 Constitution Wharf in Charlestown for both the pro-bono educational practice center (Sanders IMPACT Practice Center) which sees clients five days per week as well as the satellite location for Massachusetts Eye and Ear’s (MEE) audiology practice, which sees patients two days per week. 

The PSC functions as the first point of contact for the patients, clients and families that receive services at the IPC. The emphasis is placed on the ability to communicate effectively with faculty, students, staff, researchers, and clinic visitors, including parents of children and those with a broad range of disabilities. The role requires management of confidential patient information, scheduling patient appointments, answering phones with the highest level of customer service, checking patients in and out of appointments, collecting copayments, and other ancillary services.  Emphasis is placed on organization and the ability to prioritize tasks related to patient care and student training. We are looking for a well-rounded customer service professional who can multi-task, prioritize, and thrive in a community-based educational practice learning environment.

About our Center: The Charles A. & Ann Sanders IMPACT Practice Center is located at 2 Constitution Wharf, Charlestown.  The center is part of the MGH Institute of Health Professions which is the clinical education practice arm of Mass General Brigham. The purpose of the center is to connect high-quality academic training in the health professions to rich interprofessional supervised practice environments within and outside the campus to community partners in order to bridge service gaps experienced by a diverse society along the healthcare continuum.  

The Massachusetts Eye and Ear satellite audiology clinic is the most recent addition to the services provided in the center in support of clinical audiology training and service delivery.  

DUTIES & RESPONSIBILITIES

20% (general duties)

Greet all clients, patients, research participants, caregivers, and visitors to the Center in a professional, timely, positive, and respectful manner.

Triage incoming questions from patients via phone and fax; seek guidance from providers, clinical staff as appropriate. This includes daily monitoring and timely response of incoming messages in the electronic medical record system. Also assist with communications to referring providers and patients as necessary.

Assist clients with their paratransit service arrangements (MBTA-The Ride, Uber, Lyft, taxi, etc.).

Ensure all clients, patients, and visitors have exited the building in order to officially close the Center for non-IHP employees or students.

Identify opportunities for improvement and provides cross-coverage of team’s work, as appropriate.

Perform other related duties incidental to the work described herein. 

30% (Duties specific to MEE Audiology clinic)

Perform all check-in and check-out functions, including communicating the arrivals and departures electronically with MEEI clinicians as well as collect and reconcile copayments, and ensure proper referrals and authorizations/financial clearance for scheduled services.

Collect and verify accurate information from patients, prioritizing and communicating to clinical staff as needed.

Ensure post-appointment procedures are followed to include providing information or instructions from clinical services team and scheduling follow-up services at check-out.

Obtain or prepare medical records in advance; ensure all documents, including internal and external records, are in order and incorporated into electronic patient record in a timely fashion.

Assist with supply and equipment ordering and inventory management for the audiology clinic.

50% (Duties specific to Sanders IPC centers)

Help with special equipment and room set-up.

Assist with supply and equipment ordering and inventory management for the IPC.

Function as a “Super User” for the Institute’s electronic health record system, utilizing the system for client administrative management and supporting others’ in learning and using the system.

Assist with visitor welcome experience, including temporary badge access, parking validation and contacting the IHP host sponsoring the visit.

Direct visitors and guests to meeting location when needed.

Perform data entry and other ad hoc duties, as requested.

Process client satisfaction questionnaires.

Qualifications

EDUCATION

• High school diploma or equivalent required, associate preferred, with minimum of 2 years of administrative/front desk or medical administrative support is preferred.
• Familiarity with the health care environment, terminology, and higher-education preferred.

SKILLS/ COMPENTENCIES

Administrative Skills

• Demonstrated strong interpersonal, organizational, communication, and time management skills. 
• Ability to provide excellent customer service. 
• Ability to prioritize effectively and exhibit composure in a fast-paced environment.
• Ability to handle confidential material and serve as a professional, courteous, and efficient point of contact for persons communicating with the office.
• Information security and privacy training preferred.
• Health Insurance Portability and Accountability Act (HIPAA) certification preferred. 

Technical Skills

• Demonstrate competence with all software systems in use at the Sanders IMPACT Practice Center (to include for instance, Microsoft Office Suite products, SimIQ, EBuy, etc.) preferred
• Demonstrate competence in the use of electronic health record systems to include Epic and other smaller-scale systems preferred.

Working Conditions/ Schedule

• Position functions within a typical office and patient environment.  
• Occasional evening or weekend work may be required in order to fulfill assigned duties as dictated by fluctuations in clinical workload and/or staffing vacancies.

WORK SCHEDULE

• • Monday:       9:00A – 5:30P
  • Tuesday:      8:00A – 4:30P
  • Wednesday  8:00A – 4:30P
  • Thursday    10:30A – 7:00P
  • Friday           8:00A – 4:30P

ABOUT MGH INSTITUTE

MGH Institute of Health Professions is a graduate school in Boston that provides entry-level and post-professional programs in Nursing, Communication Sciences and Disorders, Genetic Counseling, Occupational Therapy, Physical Therapy, and Physician Assistant Studies. The PhD in Rehabilitation Sciences and a PhD and Master of Science in Health Professions Education have been added in recent years along with two brand new programs: Master of Health Administration in Leadership and Master of Science in Healthcare Data Analytics to meet rising demand for highly educated health care professionals, educators, and researchers. Integrating classroom learning with research and clinical experience, the Institute grants doctoral degrees, master’s degrees, awards certificates of advanced study, and offers continuing education to practicing professionals.

MGH Institute of Health Professions is the only degree-granting affiliate in Mass General Brigham (MGB), the largest private employer in the Commonwealth of Massachusetts. The Institute has been recognized multiple times by The Chronicle of Higher Education as a “Great College to Work For.” A leading health sciences educational institution, MGH Institute provides students with outstanding academic programs, many of which are ranked among the best in the nation.

MGH Institute of Health Professions has announced an organization-wide anti-racism initiative to think boldly about race and bring together all members of the Institute community to address systemic racial injustice as well as oppression more broadly. The plan seeks to create a supportive and inclusive campus environment and better support the diverse communities the school serves. We are excited about this new initiative and are hiring employees who are committed to justice, equity, diversity, and inclusion and will contribute to our anti-racism and anti-oppression approach. 

Primary Location: MA-Charlestown-MGH IHP
Work Locations:
MGH IHP (MGHCharlestownIHP)
36 First Avenue
Charlestown, 02129

Job: Administrative Support
Organization: Massachusetts General Hospital(MGH)
Schedule: Full-time
Shift: Day Job
Employee Status: Regular
Job Posting: Aug 30, 2023