Clinic/Practice Assistant Senior

Principal Duties and Responsibilities

• During clinic sessions, the Patient Services Coordinator staffs the front desk and performs all check-in and -out functions, as outlined by the MGH/MGPO Front Desk Standards of Operations.
• Has primary responsibility for answering clinic phone calls during business hours.
• Schedules patient appointments and creates/updates provider schedule templates in Epic.
• Completes reminder phone calls for patient appointments, including COVID-19 screening.
• Support RN care manager and clinical staff in completing administrative tasks to enable clinic to function, including but not limited to: working with patients and pharmacies to trouble shoot prescription issues; supporting insurance prior authorization process and approval; supporting staff in WIC paperwork and other pediatric referrals drafting letters of engagement; managing paperwork for community referrals including releases of information; ensuring collection of outside records upon direction from RN; collaborating with research team around patient logistics assisting patients with transportation (PT1 forms) organizing meetings with patients and clinical team members as directed
• Understands all HMO, Managed Care and other Third Party Insurers. Functions as a resource for patients around managed care plans, insurance and referral issues, with an ability to perform electronic insurance verification.
• Understands financial services and self-pay resources and provides patients with information as needed.
• Completely performs and is a resource to other team members in all revenue enhancement activities, including but not limited to registration verification, co-payment collection, cash management, encounter form reconcilement, etc.
• Maintains confidentiality and privacy, which is consistent with HIPAA guidelines.
• Maintains highest level of professionalism at all times and operates with discretion when working with patients and families with history of substance use disorders.
• Prepare necessary appointment materials, such as MassPAT records, Release of Information forms, intake documentation, PROMS, etc.
• Coordinates the scheduling of diagnostic testing.
• Coordinates and tracks referral appointments and visits.
• Field new referrals from outside sources, including checking the Ambulatory Referral Order Workqueue three times per week.
• Sends paperwork from clinic to Health Information Management to be scanned into the medical record.
• Manages the PSAS Clinic patient database, keeping it up to date.
• Utilizes various communication threads appropriately/as outlined (pager, EPIC, Microsoft Teams, emails)
• Provides training and orientation to new staff, where applicable.
• Provides cross coverage for other SUD practices for absences, vacations, etc. and during variations in workflow, as needed.
• Works on special projects as directed.