GENERAL SUMMARY/ OVERVIEW STATEMENT:
The Wang 8 Outpatient Psychiatry Service at Massachusetts General Hospital includes the psychiatric clinical services located physically on the 8th floor of the Wang Ambulatory Care Center. These services include the Primary Care Psychiatry Group, which receives referrals from Mass General primary care physicians, psychiatry resident training clinics and more than a dozen other specialty services. The clinic provides state-of-the art treatments, including cognitive behavioral therapy (CBT), dialectical behavioral therapy (DBT), couples therapy, family psychotherapy and group therapy.
Under the general supervision of the Group Practice Administrator for Wang 8 Outpatient Psychiatry, the patient service coordinator (PSC) will be responsible for offering primary administrative supports related to front desk check-in procedures, scheduling, responding to and resolving patient inquiries received via phone and Patient Gateway, and acting as a liaison between patient and their healthcare providers.
PRINCIPAL DUTIES AND RESPONSIBILITIES:
Front Desk:
* Greets all patients and visitors to the clinic in a professional, courteous, timely and respectful manner
* Performs all check-in, check-out functions as outlined by MGH/MGPO front desk and practice standards
* Monitors the patient waiting area and informs patients of wait times
General Administrative Supports
* Manages and reconciles incoming requests received via in-basket, email and the Epic follow-up appointment workqueue; Coordinates the scheduling of patient appointments using the Epic/Cadence Scheduling System
* Assists clinicians with daily faxing, scanning, mailing and day-to-day support
* Participates in hospital-wide initiatives, such as Patient Gateway enrollment
General Responsibilities:
* Maintains confidentiality & privacy consistent with HIPAA guidelines
* Maintains an organized and neat work area
* Works collaboratively with patients, staff, clinicians and managers to determine needs and solve problems
* Follows hospital and department standards with regards to telephone courtesy and etiquette
* Maintains accurate knowledge of hospital policies and ensures adherence to all recommended procedures
WORKING CONDITIONS:
The Patient Service Coordinator (PSC) position will be an in-person role. Coming onsite to support program operations is primary and essential part of role. The PSC will be provided with desk space in a shared front desk area.
SKILLS/ABILITIES/COMPETENCIES REQUIRED:
* High degree of initiative and independent judgment
* Excellent time management, communication, and decision-making skills
* Knowledge of computerized software programs: spreadsheet, databases, word processing
* Excellent communication skills both orally and written
* Excellent interpersonal skills
EDUCATION:
Bachelor's degree preferred but not required
EXPERIENCE:
2+ Years of work experience in a hospital or medical setting preferred but not required
EEO StatementMassachusetts 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.