Patient Services Coordinator Ii

Patient Services Coordinator II

GENERAL OVERVIEW:

Under general supervision, provides administrative support to the ambulatory surgery center for patient care and some administrative activities. Works with the Nurse Manager, PACU Resource RN and clinical staff members to ensure a quality-based, customer-oriented flow of work. Requires discretion and judgment to organize priorities, complete tasks and handle confidential patient information. Responsibilities include scheduling patient surgeries; patient reception; performing photocopying, accessing patient data, faxing, and filing; and answering telephones.

PATIENT CARE RESPONSIBILITIES

• Schedules patient surgeries using OR Scheduling system and Cadence as required.

• Registers new patients over the telephone or on day of appointment, obtaining all necessary information in a courteous manner; creates medical records for new patients; follows-up prior to patient appointment to ensure that patient is registered in Cadence (EPIC).

• Refers patients to Patient Financial Services for financial counseling as appropriate.

• Retrieves medical records prior to patient surgery date; ensures that all necessary laboratory and radiological test results and medical records are obtained from within and outside of MGH/ NSMC and properly filed prior to patient’s visit; is knowledgeable in the use of LMR, OMP or EPIC to obtain above information as needed.

• Prints and maintains Pre-Surgical Screening and OR/PACU Schedules.

• Distributes patient information, prior to patient surgery.

• Answers patient/family questions regarding appointments, surgical procedures, and pre-operative instructions as appropriate.

• Checks-in patients as they arrive in a courteous manner.

• Ensures that all demographic data in patient medical record is current and complete; uses Cadence/EPIC to update as necessary.

• Consistently obtains patient/family signature for billing.

• Coordinates with Nurse in Pre-Surgical Screening as appropriate to ensure smooth patient flow during patient visits.

• Ensures that Patient/family Waiting Area is neat and tidy.

• Accurately records information as necessary.

• Is knowledgeable in the use of the MGH OR Scheduling/PRISM/ Dynamic/EPIC Computer System and troubleshoots as necessary.

• Provides patients/family with time of surgery and reviews any pre-surgical instructions in a courteous and timely manner.

• Prepares medical records for transport to MGH and outside operating rooms according to needs of physician/MGH per policy.

• Transcribes, proofreads, and edits any documents prepared for the Medical Director/ Nurse Manager, as necessary.

• Photocopies and files patient-related paperwork (office/operative notes, consultation/medical necessity letters, etc.) in an accurate and timely manner. Compiles patient records with appropriate information prior to surgery, H&P, Consent, Nursing documents.

• Interacts in a courteous manner with physicians, nurses, and administrative staff within and outside of MGH/NSMC to coordinate care of patients, obtain referrals, provide feedback, answer questions, etc.

ADMINISTRATIVE RESPONSIBILITIES

• Schedules meetings as required.

• Answers telephones; arranges for forwarding and removal of telephones to answering service; places/returns telephone calls as requested.

• Retrieves, screens and triages mail.

• Prepares correspondence, applications, forms, and reports; schedules interviews/meetings/facilities; arranges for travel and other accommodations; coordinates outside services; places telephone calls; participates in meetings.

• Performs photocopying, faxing, filing as requested.

• Orders office and clinical supplies and forms, stamps, etc. as needed.

• Cross covers for other staff members for breaks, lunches, vacations, etc. and during variations in workflow as needed.

• Organize materials for presentations, as needed.

• Establishes and maintains databases for storage of records, patient lists, mailing lists, QA/QI data input, etc. according to department’s needs.

• Arranges for outside visitors, vendors, medical students, etc. as requested.

• Participates in monthly staff meetings.

• Perform/participate in special projects for Medical Director, Nurse Manager as may arise from time-to-time.

CUSTOMER SERVICE RESPONSIBILITIES

• Conveys Compassion: Demonstrates awareness and shows sensitivity to others’ needs.

• Respectful of Others: Considers others’ viewpoints and treats others with honesty, fairness and integrity. Speaks highly of the capabilities of the hospital and its staff.

• Attentive to Others: Actively looks for ways to help customers by identifying and proposing appropriate solutions and/or services.

• Collaborates with Others: Maintains cooperative working relationships and builds team identity. Promotes a friendly, cooperative climate within the department and hospital setting.

• Accountable for Actions: Establishes a high degree of trust and credibility with others. Evokes confidence in character, abilities and truthfulness. Demonstrates efforts to succeed and excel. Guards patient privacy

• Informative: Proactively shares information with others.

• Adaptable to Others: Manages multiple demands, shifting priorities and rapid change. Adapts plans, behavior or approaches to fit major change situations.

• Acts Professionally: Builds trust through reliability and authenticity. Demonstrates results-oriented behavior. Develops constructive, cooperative relationships with others.

• Emotionally Self-Aware: Understands the implications of own emotions and manages appropriately.

• Safety: Is aware of and adheres to safety measures for both patient and staff.

AMBULATORY SURGICAL CENTER RESPONSIBILITIES

• Contributes to the team philosophy of high-quality performance and efficiency standards.

• Works collaboratively with Surgeons and the Medical Director to accommodate their needs and priorities in caring for the ambulatory surgical patient.

QUALIFICATIONS:

• High School Diploma or GED required; college education preferred.

• Minimum of 2 to 4 years of secretarial experience.

SKILLS/ABILITIES/COMPETENCIES:

• Exceptional computer skills (including, Microsoft Word, Excel, Outlook, internet) required.

• Good command of English language, including medical and scientific terminology.

• Exceptional organizational skills and the flexibility to handle multiple tasks and deadline pressures.

• Ability to work independently or in a team environment.

• Excellent interpersonal skills.

• Is knowledgeable and compliant in all hospital, State and Federal regulatory requirements, including hospital policy and procedures (where applicable to the performance of the job), Joint Commission on Accreditation of Healthcare Organizations (JCAHO), and Health Insurance Portability and Accountability Act of 1996 (HIPAA).