New

Patient Services Coordinator

Mass General Physicians Organization
United States, Massachusetts, Boston
32 Fruit Street (Show on map)
Oct 23, 2025
Summary The Patient Services Coordinator is responsible for front desk greeting, check in, check out, scheduling patient appointments/diagnostic testing, coordinating referrals, authorizations and managed care related issues. This position is responsible for managing the day-to-day patient flow at time of check-in and check-out. The Patient Services Coordinator is expected to take complete responsibility for every patient interaction by creating a welcoming environment and providing outstanding service. Essential Functions Enthusiastically connects with a diverse population of patients, caregivers and colleagues. Prioritizes work in alignment with the needs of the patients, family members, caregivers and colleagues. Ability to maintain a high level of professionalism and handles all situations diplomatically and courteously. Consistently maintains a comfortable, clean and safe setting. Adheres to assigned schedules to ensure appropriate staffing coverage. Performs all check-in and check-out functions. Receives and responds to internal and external telephone calls from patients, caregivers, coworkers and other departments. Schedules all forms of ambulatory patient appointments. Responsible for collecting patient payments. Demonstrates strong verbal and written skills. Provides accurate information and clear explanations regarding appointment requirements, instructions and policies and procedures. Adapts communication style to varying customer needs. Employs active listening skills. Exhibits diplomacy and communicates with others in a manner that demonstrates respect, professionalism and a commitment to the team. Offers and seeks assistance to and from coworkers that supports the team and ensures that patient needs are not compromised. Provides cross coverage during unexpected and scheduled absences. Participates in department initiatives and contributes to the team's success. Acts as a liaison between key departments, providers and coworkers. Assists in mentoring new staff as directed. Demonstrates flexibility and adapts to shifting priorities in response to the needs of patients, caregivers and colleagues. This includes cross coverage with other ambulatory departments when necessary. Responds to change with a positive attitude and remains open-minded. Demonstrates ability to rebound quickly when confronted with challenging situations. Demonstrates a willingness to learn. Has primary responsibility for scheduling and rescheduling patient appointments in accordance with established guidelines. Utilizes wait list to fill cancelled appointments. Answers and triages incoming telephone calls, takes messages and assists patients and families with problem resolution both in-person and over the telephone to include the "MD access line". Conducts appointment confirmation calls and sends confirmation letters when applicable. Reviews the daily patient schedule and ensures that all appropriate preparations are in place to facilitate efficient patient flow for the day and correct demographic and insurance information is in place. Greets patients and visitors. Performs all patient check-in duties including payment collection, informing patients of anticipated wait times, and collecting and ensuring all necessary paperwork is completed. Coordinates interpreter services and patient transportation as necessary. Prints pre-visit summary and labels at check-in and after visit summary upon check-out with-in the hospital campus. Obtains pertinent new patient information. Schedules ancillary appointments. Responsible for assisting and obtaining appropriate referral information from referral source. Effectively navigates Epic, legacy systems, Patient Gateway and MS Office suite technology systems. May function as a super-user as applicable. Responsible for sorting mail, incoming electronic fax queues and directs correspondence to the appropriate recipient. Monitors and manages Patient Gateway daily. Coordinates clinical and/or physician administrative schedules. Maintains patient confidentiality in compliance with HIPAA guidelines. Education High School Diploma or Equivalent required Can this role accept experience in lieu of a degree? No Experience Minimum of 2 years secretarial experience or equivalent in a medical or health care related setting preferred Medical experience in a Doctor's office preferred Knowledge, Skills and Abilities - Interpersonal requirements: Must demonstrate strong interpersonal skills and be able to work cooperatively as part of a team and to work independently. Requires strong communication skills and good command of the English language. Must be able to communicate effectively and professionally with internal and external customers. - Technical requirements: Proficiency with MS Windows and strong keyboard skills. Demonstrated understanding of managed care and other insurance plans. Knowledge of HIPAA Confidentiality and Privacy Policies. Requires understanding of MGB emergency protocols. Scheduling systems knowledge preferred. Knowledge of medical terminology and Epic systems experience desirable. - Environmental requirements: Fast paced practice environment handling multiple demands. Exceptional organizational skills and flexibility to manage multiple tasks simultaneously. Must demonstrate acumen for attention to detail. Must be able to exercise appropriate judgment as necessary and strong problem-solving skills. Requires ability to adapt positively to changes related to policies, procedures, regulations and staffing. - Ability to: Tactfully communicate with both internal and external customers. Handle stress and work in emergency situations. Present themselves in a professional manner. Work both independently and with a team approach. Demonstrated ability to work effectively and courteously with various groups of patients, staff, and providers. Demonstrated ability to problem solve and functions as a resource to other members of the team and resolve complex issues on behalf of the providers and the patients. English language proficiency in speaking, reading, writing and typing is required. Demonstrates excellent Customer Service skills *Computer skills including MS Office necessary to utilize multiple programs required. Massachusetts General Physicians Organization, Inc. is an Equal Opportunity Employer. By embracing diverse skills, perspectives and ideas, we choose to lead. All qualified applicants will receive consideration for employment without regard to race, color, religious creed, national origin, sex, age, gender identity, disability, sexual orientation, military service, genetic information, and/or other status protected under law. We will ensure that all individuals with a disability are provided a reasonable accommodation to participate in the job application or interview process, to perform essential job functions, and to receive other benefits and privileges of employment.