Patient Service Coordinator

Martha's Vineyard Hospital; Oak Bluffs (MA); On-site; USD 36,000 - 61,000; Full time

Job summary

Martha's Vineyard Hospital, Inc. is seeking a Patient Access representative to handle incoming calls and online requests, verify patient information, and coordinate care scheduling using decision trees and guidelines. This is a telephone/computer-based role with minimal face-to-face interaction.

The position requires a High School Diploma, 0–1 year of customer service/call center experience; Epic experience is preferred. Onsite at One Hospital Road, 40 hours per week, day shift.

Qualifications

• Excellent customer service skills.
• Basic computer skills, including Microsoft Outlook and Excel; data entry.
• Strong communication and team skills; handles sensitive information with discretion.
• Ability to work in a fast-paced, high-volume call environment.
• Transcribe and document calls accurately; schedule or update appointments using tools and protocols.
• Knowledge of referral triage processes and insurance implications for scheduling.

Responsibilities

• Coordinate registration and initiate scheduling for new patient appointments.
• Verify and update patient demographics, financial, and referral data per procedures.
• Answer calls and take accurate messages with professional service.
• Provide basic information and instructions to patients and providers.
• Maintain HIPAA-compliant confidentiality and privacy.
• Transcribe scheduling details accurately into the system.
• Deliver excellent customer service to internal and external customers and support communication.

Skills

Customer service

Computer skills

Communication

Confidential information handling

Detail oriented

Call volume management

Referral triage

Insurance knowledge

Education

High School Diploma

Tools

Epic

Job description

Site: Martha's Vineyard 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

Under direction, receives incoming phone calls and online requests from both patients and referring providers interested in accessing care. Verifies patient information and utilizes decision trees and other guidelines to schedule patient visits and coordinate care. Ensures that patients, referring providers and other customers receive timely, efficient and high-quality service. This is a telephone/computer-based position; there is limited to no face-to-face interaction with patients or other customers.

Does this position require Patient Care? No

Essential Functions

• Functions as the front line of the organization to coordinate registration and initiate scheduling for new patient appointments.
• Verifies and updates patient demographic, financial, and referral information into the computer in strict compliance with established department procedures for the purpose of scheduling of an appointment.
• Answers telephone, takes accurate and detailed messages using professional and courteous customer service techniques.
• Provides basic information and instructions to patients regarding the practice and Hospitals across the enterprise.
• Maintains confidentiality and privacy consistent with HIPAA guidelines.
• Completely and accurately transcribes call, referral and scheduling information
• Provides excellent customer service to both internal and external customers of the Mass General Brigham Hospitals and ambulatory practices; supports ongoing communication and provides service recovery when needed with patients and referring physicians.

Qualifications

Education

High School Diploma or Equivalent required

Can this role accept experience in lieu of a degree? No

Experience

customer service work experience, specifically in a contact/call center environment 0-1 year required experience in a medical office or health care setting, with Epic experience 0-1 year preferred

Knowledge, Skills And Abilities

• Excellent customer service skills.
• Knowledge of basic computer skills, including demonstrated ability to effectively use of Microsoft Outlook, Excel and general data entry concepts and search functionality.
• Strong communication, interpersonal and team skills.
• Ability to exercise judgment in dealing with sensitive, confidential information.
• Detail-oriented with the ability to enter information accurately on paper and into electronic systems.
• Ability to handle a high volume of calls and work in a fast-paced environment.
• Requires ability to translate the request of the patient or referring office into the appropriate action – appointment scheduling or cancelling, message to the provider, update insurance or demographic information – using the tools and protocols available.
• Requires an in-depth knowledge of the referral triage processes and knowledge of insurance stipulations that may affect appointment scheduling.

Additional Job Details (if Applicable)

Remote Type

Onsite

Work Location

One Hospital Road

Scheduled Weekly Hours

40

Employee Type

Regular

Work Shift

Day (United States of America)

Pay Range

$21.32 - $44.22/Hourly

Grade

SM1207

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.

EEO Statement

1550 Martha's Vineyard 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.