Patient Access Coordinator

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 Patient Access Coordinator, Spine Center: The Patient Access Coordinator (PAC) fields incoming calls and scheduling of patients. They are responsible for answering and appropriately managing incoming telephone calls, scheduling patient appointments, creating and updating patient registrations, setting certain expectations for patients regarding their visit and responding to customers information needs. Additionally, the PAC is responsible for performing various administrative and clerical duties required to support these functions. Qualifications High School Diploma or equivalent required. Associate's degree is preferred. Experience in a healthcare setting, with a focus on patient access and registration 3-5 years required. Knowledge of patient access procedures, healthcare regulations, and insurance coverage. Excellent customer service skills, including active listening, empathy, and effective communication. Ability to prioritize tasks, work independently, and manage multiple projects simultaneously. Proficiency in Microsoft Office and electronic medical record systems. Additional Job Details (if applicable) Responsibilities: Answer incoming telephone lines in a timely fashion, using the Ideal Patient Experience standard greeting and other telephone etiquette. Adhere to other relevant organizational and departmental service standards related to telephone access in order to ensure that patients, referring physicians, and other customers can easily access the Practice by telephone. Appropriately manage all calls, either by working with the customer or by referring the call to the appropriate party. For routine matters, respond directly to customer inquiries without referring the caller elsewhere. This includes responding to inquiries related to the availability of appointments, scheduled appointment dates and times, parking, directions, and general information about BWH, BWPO and the Practice. Assume primary responsibility for scheduling patient appointments, including enterprise-wide scheduling if applicable. Assist in increasing customer satisfaction by appropriately managing the appointment schedule and access to clinical services. In accordance with departmental protocols, adjust master templates, overbook and/or add clinical time to physician schedules in order to accommodate either clinical necessities or appointment requests made by either a patient or a referring physician. Cancel and reschedule appointments as requested. To the extent possible, ensure that patients and referring physicians scheduling needs are accommodated. Actively participate in the Ideal Patient Experience Patient Identifier Flag process, inserting or removing relevant informational flags in patient accounts in order to allow for the creation of specialized, focused work files. Assume primary responsibility for pre-appointment registration intake, ensuring that all required demographic, Clinical Notes, Imaging and insurance information is accurately collected and/or updated. This includes the collection of referring physician information. Actively participate in the Ideal Patient Experience Patient Identifier Flag process, inserting or removing relevant informational flags in patient accounts in order to allow for the creation of specialized, focused work files. Establish appropriate expectations related to the visit, including those related to financial matters. Ensure that patients are provided with all necessary pre-visit information and instructions, including a reminder to bring their insurance card and a referral (if any) to the visit. Function as a Practice Services Representative as requested. Competently perform all duties and responsibilities indicated in the Practice Services Representative job description (attached). Remote Type Remote Work Location 830 Boylston Street Scheduled Weekly Hours 40 Employee Type Regular Work Shift Day (United States of America) Pay Range $21.78 - $31.08/Hourly 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: 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 Veterans 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. Combat disease. Hold a hand. Help people. Impact the world. Mass General Brigham is a passionate, welcoming community where minds meet caring hearts. Come be a part of the worlds most powerful force in medicine, where every role is important in changing lives. Are you ready? Our history includes New England hospitals founded over 200 years ago, some of the first and most prestigious hospitals in the world. Built on the legacy of two leading academic medical centers, were more than a systemwere leaders in the practice of medicine. Mass General Brigham is committed to serving the community. We are dedicated to enhancing patient care, teaching and research, and taking a leadership role as an integrated health care system. We recognize that increasing value and continuously improving quality are essential to maintaining excellence.