Patient Serv. Coord. III
Company: Partners Healthcare System
Posted on: June 8, 2021
The Patient Service Coordinator is an essential part of the care
team serving as the primary point of contact for patients. The
Patient Services Coordinator/Care Team Coordinator (CC), under
general supervision, provides administrative support to healthcare
providers in a high-volume ambulatory practice setting. The CC:
Care Team Coordinator works with the Physician Assistant to provide
Urologists with the necessary support for their practices. Primary
responsibility includes working with Physicians on visit planning
for scheduled patients, maintaining calendars, communicating
changes in schedules, and assisting with academia and research for
respective physicians. Our care teams will "partner" with each
patient to define and reach their customized health goals. These
health goals will be achieved by providing the patient with
superior access to care, information and tools that promote
collaboration with their care team and increased self-management of
health. The design of the care teams, clinical operations, space
and technology will ensure that each staff member is well supported
and can effectively use their unique skills as they collaborate to
care for patients.
Directly reporting to Operations Manager the CC will also
receive direction from the Administrative Director and the Clinical
Practice Manager. The Patient Service Coordinator (CC) serves as a
key member of a patient care team that will strive to
collaboratively provide superior care and service to all Urology
patients. The CC will perform a key role within the Urology care
setting, acting as the key contact for patient care coordination
needs and as the "hub" of care management information in support of
the clinical care team. Through broad knowledge of community
resources and systems management, the CC, together with the care
team, will evaluate, predict and facilitate the trajectory of
patient needs and applicable services. The CC will utilize new Epic
systems and technologies to schedule, coordinate, manage and
communicate in regard to these services across a broad spectrum of
care providers within the complex healthcare system. The CC will be
available to assist any Urology patient requesting coordination
services but will place particular emphasis on serving populations
with greater coordination needs, i.e. "high risk" patients or those
managing chronic disease. Patients will come to know and value this
employee as the expert facilitator and manager of their needed care
services. Similarly, care team members will rely upon the CC to
effectively arrange for and monitor completion of services they
feel are needed by patients. As with all Urology staff, the CC will
be asked to participate in ongoing quality and process improvement
efforts to continually improve Urology patient care and service
PRINCIPAL DUTIES AND RESPONSIBILITIES:
The CC will serve as the key interface between the Urology care
team and the patient. The CC will support care team members in all
matters related to care coordination and management and will
simultaneously serve as a proactive and ready resource for all care
coordination needs and inquiries by patients. More
- Within the patient visit or other patient interactive
processes, the CC will support the patient and care team in
arranging for and coordinating needed patient care services,
including but not limited to the following activities:
- Scheduling visits with specialty consultants or other
specialized providers of medical care and research trials.
- Arranging for tests and other procedures needed by
- Processing/requesting any necessary insurance referrals or
prior approvals related to above services.
- Documenting and monitoring all required services, and their
ultimate completion status, within the "Care Coordination" tracking
system. At completion of services, tracking and notification to
care team of "urgent care" items.
- Ongoing and proactive communication with patients and their
care team members regarding completed scheduling of services or
issues encountered in the care coordination effort.
- Monitoring of clinical activities to be completed by the
patient, including routine screening tests, laboratory, consultant
visits, virtual monitoring in the home, return visits to the
- In regard to vi. above, proactive outreach to patients that are
not in compliance with planned care efforts and/or expected timing
of such efforts. Related, communication to appropriate care team
members when difficulties encountered in securing patient
compliance with planned care efforts.
- Interface with specialty/testing office staff or providers to
facilitate urgent or expedited care needs of practice patients, to
secure feedback on care provided and care plans, etc.
- Obtaining pre-visit requirements: orders, outside films,
pathology reports, slides, x-rays, x-ray report and lab results, as
well as any addition clinical information needed to insure
efficiency and accuracy of consultations and second opinions
Checking care team schedules in advance to patient's arrivals.
While preparing charts. Send out confirmation/reminder letters in
advance of appointments
- With regard to assisting in the successful management and
execution of the Urological Care, the CC will:
- Answering and screens telephone calls coming in from CAS
members and/or patients. Takes accurate message or directs call to
appropriate person. Greets and directs patients, families, visitors
and staff. Responds to the requests in a timely manner and provides
clear, accurate information within scope of knowledge and
- Document in the electronic medical record, as appropriate,
coordination efforts as they pertain to the goals within care
- Monitor patients' demographics and insurance information as
necessary and obtain specialist referrals for all patient's
appointments. Schedules patient appointments utilizing scheduling
tools and resources. Coordinates and communicated ancillary
appointments and procedures working with other hospital staff as
- Assess continuing needs to achieve documented health goals, in
collaboration with the care team, and work to address them.
- Identify key barriers to care and patient's ability to manage
their health and wellness.
- Facilitate access to necessary services by navigating any
barriers to care and advocating on the patient's behalf.
- Act as the liaison by consulting and collaborating with members
of the health care team, including the APF care team and outside
providers caring for the patient in order to promote continuity of
care and attainment of health and wellness goals.
Promote wellness and empower the patient to take an active role
in the management of their own health.
- The CC will maintain the physician's administrative and
clinical calendars. Types correspondence, manuscripts, and
documents that may require complex formatting. Composes routine
correspondence. Transcribes letters and patient notes as needed for
physicians and/or facilitates notes and letter in Epic System.
Composes routine correspondence. Prepares and distributes material
for meeting and committees.
- The CC will manage preparation for surgical cases, confirm
pre-op testing, compile necessary paperwork, and confirm date and
time of procedure with patients.
The CC will actively participate in daily team huddles and care
team meetings to update team members on the care coordination
efforts and status thereof, for any patient requiring or requesting
- In a combined effort with the Care Team, the CC will support
care triage as follows:
- With "high touch - high service" attitude and expertise,
effectively manage incoming care need communications from patients
and families, whether by phone, care team staff messages or the
Patient site In this effort, work effectively to fully investigate,
understand and document the patient's needs, concerns and
expectations for response, and then communicate back to patients
your understanding of patient needs and response expectations, and
your next steps toward providing the needed care.
- With a complete understanding and documentation of patient
needs, interface with the patient's team (medical secretary, nurse,
APP, MD) to direct messages to those team members that are most
appropriate for timely evaluation and response to patient needs.
Whenever possible, be proactive in closing the loop with the
patient and in supporting the team in whatever way possible.
- Assist patients with:
- Completion of practice appointment scheduling
- Insurance referral processing or questions, referring them to
- Informing practitioners of medication refills
- Questions regarding lab or other test results
- Insurance and billing questions
- Medical forms and record requests
- Use of technologies created for patient use, i.e. personal
health web-site, etc.
- All other administrative matters
- Helps orient new staff as appropriate
- Active participant in all projects/task administered by the
- Follows all MGH Urology and Hospital based procedures and
- Follows all scheduling guidelines as defined by MGH Urology
SKILLS/ABILITIES/COMPETENCIES REQUIRED: Must be realistic,
objective, measurable and related to essential functions of this
Professional standards & development
- Excellent interpersonal communication skills, whether in
person, via the telephone and/or in writing, i.e. e-mail.
- Superior patient care and service attitude with corresponding
skills. Excels within and helps to enable a process improvement and
team building environment.
- Works well both independently and as part of a team.
- Demonstrates intellectual independence and initiative and has a
desire to learn new skills and better methods of completing work
- Exceptional organizational and time management skills; ability
to organize time and priorities effectively, asking for direction
- Experience with common PC computer software including Microsoft
Word, PowerPoint, Excel, Access and Outlook, reference management
- Comfortable in a practice environment/culture that promotes
ongoing change toward process improvement.
- Completed all required annual training
- Demonstrated knowledge of HIPPA Confidentiality and Privacy
- Demonstrated understanding of Disaster protocols to include:
fire, safety, and code calls, per the mandatory training, as
outlined by MGH and JCAHO guidelines
EDUCATION: Specify minimum education and clearly indicate if
preferred or required
- Minimum Required: High school diploma, GED or equivalent
- Preferred: Some college or Associate's Degree
EXPERIENCE: Specify minimum creditable years of experience and
clearly indicate if preferred or required
- 1-2 years of secretarial, customer service experience or
equivalent in a medical or healthcare-related setting
- Preferred: Experience in a clinic, medical or healthcare
Keywords: Partners Healthcare System, Newton , Patient Serv. Coord. III, Other , Newton, Massachusetts
Didn't find what you're looking for? Search again!