PSC II

Mass General Brigham•Boston, MA

2d•$18 - $25•Onsite

About The Position

Mass General Brigham relies on a wide range of professionals, including doctors, nurses, business people, tech experts, researchers, and systems analysts to advance our mission. As a not-for-profit, we support patient care, research, teaching, and community service, striving to provide exceptional care. We believe that high-performing teams drive groundbreaking medical discoveries and invite all applicants to join us and experience what it means to be part of Mass General Brigham. We are seeking a motivated and service‑driven Patient Service Coordinator II (PSC II) to join a collaborative outpatient clinic team. This role is ideal for someone who enjoys being the central point of connection for patients and providers and is interested in developing strong expertise in front desk operations, scheduling, and insurance authorization workflows. As the primary front desk team member, the PSC II plays a vital role in ensuring a smooth and welcoming patient experience while supporting the clinic’s care coordination efforts. The position offers a consistent weekday schedule, hands‑on work, and close partnership with clinical staff, including residents, APPs, and physicians. The Patient Service Coordinator II (PSC II) is the patients' initial contact for calls and office visits. They are responsible for the overall functions of the front desk including scheduling of appointments and/or procedures, schedule management, check-in and check-out, and obtaining referrals and authorizations. They work collaboratively with the Medical Assistants, Nurses, Providers, and Administrative Staff. They must be capable of performing well in a fast-paced environment that demands attention to detail, excellent customer service skills, strong judgment and organizational skills.

Requirements

High School Diploma or Equivalent required
2-3 years office experience required
Proficiency with all Office Suite
Knowledge of office operations and standards and understanding of office procedures including filing, copying, scanning, printing and faxing.
Ability to use phone system and manage more non-routine phone calls and solve routine issues as appropriate.
Communicating effectively in writing as appropriate for the needs of the audience and talking to others to convey information effectively.
Understanding written sentences and paragraphs in work related documents, to correspond and communicate with others clearly and effectively (including composing/editing e-mail, memos and letters), and to take complete and accurate messages.
Managing one's own time and the time of others.
Well organized and good time management skills to manage multiple tasks effectively, follow established protocols, and work within systems.

Responsibilities

Manages telephone lines, triages appropriately, return calls in timely fashion and takes detailed messages when necessary.
Uses EPIC to arrange in-person appointments, procedures, and virtual consultations.
Verifies and ensures insurance and PCP information are correct at the time of scheduling.
Possesses knowledge of contracted insurances accepted and requirements for referrals and prior authorizations.
Ensures appropriate referrals and prior authorizations are in place prior to appointment or procedure.
Notifies patients of any issues prior to arriving for their appointment.
Establishes and maintains spreadsheet for prior authorizations and works with the administrative assistance.
Performs all tasks related to the check-in and check-out: collecting co-pays or payments for procedures, verifying patient using appropriate identifiers, ensuring necessary documents are signed for the visit, arrange for interpreter services.
Oversees management of the daily clinical schedule to prevent any conflicts.
Collaborates with the Medical Assistants and Nurse to ensure patient throughput.
Monitors Patient Gateway messages and practice email and disseminates information/request to appropriate provider/staff.
Works closely with the triage nurse for scheduling of new patient appointments.
Documents telephone encounters in EPIC.
Notifies the Admitting Department of patient admissions from clinic.
Sends patient no-show letters, office correspondences, and routinely collects incoming mail and distributes appropriately.
Maintains inventory and orders office and clinic supplies.
Cross covers for staff members for breaks, lunches, vacations, and variations in workflow.