Patient Access Coordinator

Job description

Site: The Brigham and Women's Hospital, Inc. 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. Job Summary The Patient Access Coordinator follows hospital policies and procedures and answers the Neurology Department’s inbound telephone calls using the Department’s standard greeting and within the established service level. Qualifications Verifies patient demographics and insurance information at the beginning of each scheduling call. If there is an update required, transfer the caller to the Patient Service Center at the conclusion of the call. Scheduling: Following Departmental and Hospital scheduling guidelines, schedules, reschedules, and cancels new and return patient appointments, Neurology procedures, and Radiology exams across all Neurology divisions. As indicated faxes paperwork and communicates the need for a referral or authorization number per Payor guidelines. Accurately communicate the date, time, and location of the appointment and with which physician the patient is scheduled. Communication : Maintains good communication with Patients, Managers, colleagues, physicians, and others regarding call center operations and meets with the Manager to discuss strategies, policies, and problems. Responds to requests for change that will improve practice conditions for physicians, by discussing them with the Manager. Performs daily functions that are in line with Departmental and Hospital Customer and Safety Standards. Works in a collegial and respectful manner with practice assistant colleagues. Patient messages: Following established department/and division protocols, sends messages to the patient’s clinician. Accurately conveys to the patient or caller within what timeframe the message will be responded to. Triage calls per protocol. Triages calls to the Call Center Clinical nurse for review of complex cases as well as level of urgency. Triages calls to the providers, and administrative assistant staff per Division policy. Prescription Refill Requests : Following Department and Epic guidelines, takes prescription refill requests from callers and enters the request into Epic as a prescription refill request. Routes to the appropriate neurologist. Has a low threshold for making callouts to patients and pharmacies to validate medication details. Prescription and procedure prior authorizations: Gathers all necessary information needed to obtain prior authorizations per Department and payer procedures for those medications and procedures scheduled. Generates a soft transfer to the appropriate practice when specific neurology appointments need to be scheduled. Works collaboratively with practice-based colleagues to ensure all pre- and post-visit work is completed for a patient. Requests of patient/referring physician notes and any imaging/other studies needed for new patient visits prior to scheduling outside referrals. Scans outside medical records for upcoming pending new patient appointments per Hospital and Department guidelines. Administration : Assists with Neurology’s e-referral work queues for all divisions by reaching out to patients who have orders in the system by making 1st attempt within 24 hours of receiving the order, making the 2nd attempt 2-3 business days after the 1st attempt. If the patient is unresponsive to the attempts, communicate with the referring provider. Other tasks as requested by the Patient Access Center Manager. Qualifications: High School degree and relevant experience required. Associates or bachelor’s degree preferred. Prior Call center or Ambulatory practice experience is strongly preferred. Previous experience in a customer service role is strongly preferred. Previous experience in a large, busy ambulatory practice or call center setting is strongly preferred. Familiarity with medical terminology preferred. Excellent oral and written communication skills Ability to work collaboratively as a team member Previous experience with health insurance is preferred. Ability to take direction well from the manager Additional Job Details (if applicable) Department: Neurology Call Center Schedule: Monday - Friday | 7:55-4:25pm | Onsite/ Hybrid after 90 days of training Benefits: Medical, Dental, Vision, 403b retirement plan, tuition reimbursement, discounted MBTA pass & more! Remote Type Hybrid Work Location 75 Francis Street Scheduled Weekly Hours 40 Employee Type Regular Work Shift Day (United States of America) Pay Range - / Grade 4 At Mass General Brigham, we believe in recognizing and rewarding the unique value each team member brings to our organization. Our approach to determining base pay is comprehensive, and any offer extended will take into account your skills, relevant experience if applicable, education, certifications and other essential factors. The base pay information provided offers an estimate based on the minimum job qualifications; however, it does not encompass all elements contributing to your total compensation package. In addition to competitive base pay, we offer comprehensive benefits, career advancement opportunities, differentials, premiums and bonuses as applicable and recognition programs designed to celebrate your contributions and support your professional growth. We invite you to apply, and our Talent Acquisition team will provide an overview of your potential compensation and benefits package. EEO Statement: 2200 The Brigham and Women's Hospital, Inc. is an Equal Opportunity Employer. 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. To ensure reasonable accommodation for individuals protected by Section 503 of the Rehabilitation Act of 1973, the Vietnam Veteran’s Readjustment Act of 1974, and Title I of the Americans with Disabilities Act of 1990, applicants who require accommodation in the job application process may contact Human Resources at (857)-282-7642. Mass General Brigham Competency Framework At Mass General Brigham, our competency framework defines what effective leadership “looks like” by specifying which behaviors are most critical for successful performance at each job level. The framework is comprised of ten competencies (half People-Focused, half Performance-Focused) and are defined by observable and measurable skills and behaviors that contribute to workplace effectiveness and career success. These competencies are used to evaluate performance, make hiring decisions, identify development needs, mobilize employees across our system, and establish a strong talent pipeline.