Patient Services Coordinator II (Danvers, MA)


The Patient Services Coordinator II,

under general supervision, provides administrative support to health care

providers in a high-volume ambulatory setting, functioning as the primary

interface between the patient and the providers. The emphasis is placed on the

ability to organize priorities, complete tasks, manage confidential patient



schedule patient appointments,

diagnostic testing, referrals and other managed care related issues. Serves as an overall resource person for

support staff.


Performs all duties that are the

responsibility of a Patient Service Coordinator I

Performs all check-in and -out

functions, as outlined by the MGH/MGPO Front Desk Standards of Operations.

Provides support and information to

providers to problem solve and manage complex administrative patient issues

Performs the daily management of

encounter form processing and reconcilement.

Ensures the completeness of all forms

and performs basic ICD-9 coding, as required to complete visit encounter forms

for processing

Understands all HMO, Managed Care and

other Third Party Insurers. Functions as a resource for patients around managed

care plans, insurance and referral issues, with an ability to perform

electronic insurance verification.

Understands financial services and

self-pay resources and provides patients with information as needed.

Triages and manages more complex

telephone calls, utilizing courteous customer service skills.

Maintains confidentiality and privacy,

which is consistent with HIPAA guidelines.

Completely performs and is a resource

to other team members in all revenue enhancement activities, including but not

limited to registration verification, co-payment collection, cash management,

encounter form reconcilement, etc.

Schedules patient appointments and

creates referral “Shells”/Template

for specialty visits and diagnostic

testing, as required. Coordinates the

scheduling of diagnostic testing.

Coordinates and tracks referral

appointments and visits for decrementation.

Provides cross coverage for other

Practice staff members for absences, vacations, etc. and during variations in

workflow, as needed

Assists with training and orientation

of new staff, where applicable.

Performs all other related tasks which

would facilitate the flow of patients through the practice, or which would

enhance the quality of service to patients.

Works on special projects as directed.


Knowledge of computer skills necessary

to use appropriate modules of IDX, electronic medical record modules and

transition to PATCOM, as required.

Good command of the English language,

including medical terminology

Exceptional organizational skills,

flexibility to manage multiple tasks and the accurate attentive to details.

Ability to work independently or within

a team environment

Excellent and effective interpersonal

and communication skills

Demonstrated ability to work

effectively and courteously with various groups of patients, staff and


Demonstrated ability to problem solve

and function as a resource to other members of the team, and resolve complex

issues on behalf of the providers and the patients.

Demonstrated in-depth understanding of

managed care and all other pertinent insurance/medical coverage

Demonstrated knowledge of HIPAA

Confidentiality and Privacy Policies

Demonstrated understanding of Disaster

protocols to include: fire, safety

and code

calls, per the mandatory training, as outlined by MGH and JCAHO guidelines.

Customer Service Responsibilities:


awareness and shows sensitivity to others’ needs.


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

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.


Understands the implications

of own emotions and manages appropriately.

Is aware of and adheres to safety measures for

both patient and staff.


Care Setting


Associate’s Degree in Secretarial Science/Business, or a Secretarial Training Certificate Program desirable.

Minimum of 3 years secretarial experience or equivalent in a medical or health care related setting

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.

Primary Location


MA-Danvers-Danvers – MGH

Work Locations


Danvers – MGH

102 – 104 Endicott Street





Customer Service



Massachusetts General Hospital(MGH)




Standard Hours





Day Job

Employee Status



Recruiting Department


MGH/North Shore ACC

Job Posting


Feb 3, 2017

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