Patient Services Coordinator - Clinic (Onsite)

Salem Health; Nantucket (MA); On-site; USD 42,000 - 65,000; Full time

Job summary

Nantucket Cottage Hospital, part of Mass General Brigham, seeks a Patient Services Coordinator to provide front-desk and administrative support in a high-volume ambulatory setting. You will coordinate appointments, manage patient check-ins and referrals, and act as the primary interface between patients and providers.

The role emphasizes strong organization, confidentiality, excellent communication, and teamwork with clinicians to ensure smooth patient flow and outstanding service across clinic

Qualifications

• Demonstrates commitment to mission, standards of behavior, and department service vision.
• Prioritizes work to meet patients' and families' needs.
• Maintains professionalism and handles situations diplomatically.
• Maintains a comfortable, clear, and safe setting.
• Adheres to department dress policy.
• Performs check-in/check-out functions and scheduling.
• Effective communication with patients, families, and colleagues.
• Collaborates with team and supports cross-coverage.
• Willingness to learn and adapt to changing priorities.

Responsibilities

• Schedule and reschedule patient appointments per established guidelines.
• Fill cancelled appointments from waitlist to maximize access.
• Answer and triage incoming calls; assist patients and families with problem resolution.
• Confirm appointments and send confirmations when applicable.
• Review daily schedule to ensure efficient patient flow and accurate demographics/insurance info.
• Assist with insurance verification, managed care issues, and referrals.
• Support financial services and self-pay resources for patients.
• Greet patients and visitors and provide welcoming service.

Skills

Service Excellence

Attention to Detail

Communication

Collaboration & Teamwork

Flexibility & Resilience

Professionalism

Job description

Site:

Nantucket Cottage Hospital 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 general supervision, the Patient Services Coordinator provides administrative support to health care providers in high-volume ambulatory settings, functioning as the primary interface between the patient and the providers. The emphasis is placed on the ability to organize priorities, complete tasks, manage confidential patient information, schedule patient appointments and diagnostic testing, referrals, and other managed care related issues. The Patient Services Coordinator is responsible for front desk greeting, check in, check out, scheduling patient appointments, diagnostic testing, coordinating referral, authorizations, and managed care related issues. This position is responsible for managing the day-to-day patient flow at time of check-in and check-out. The Patient Services Coordinator is expected to take complete responsibility for every customer interaction by creating a welcoming environment and providing outstanding service. The Patient Services Coordinator will work with colleagues and clinicians in one or a combination of ambulatory settings.

Qualifications Required Competencies

Service Excellence Demonstrates a commitment to the NCH/NCMG Mission, Standards of Behaviors, and department service vision. Enthusiastically connects with a diverse population of patients, caregivers, and colleagues. Prioritizes work in alignment with the needs of the patients, family members, caregivers, and colleagues. Ability to maintain a high level of professionalism and handles all situations diplomatically and courteously. Consistently maintains a comfortable, clear, and safe setting. Adheres to department dress policy. Attention to Detail Adheres to assigned schedules to ensure appropriate staffing coverage. Performs all check-in and check-out functions. Receives and responds to internal and external telephone calls from patients, caregivers, coworkers and other departments. Schedules all forms of ambulatory patient appointments. Responsible for collecting patient payments. Communication Demonstrates strong verbal and written skills. Provides accurate information and clear explanations regarding appointment requirements, instructions, policies, and procedures. Adapts communication style to varying customer needs. Employs active listening skills. Collaboration & Teamwork Exhibits diplomacy and communicates with others in a manner that demonstrates respect, professionalism, and a commitment to the team. Offers and seeks assistance to and from coworkers that supports the team and ensures that patient needs are not compromised. Provides cross coverage during unexpected and scheduled absences. Participates in department initiatives and contributes to the team’s success. Acts as a liaison between key departments, providers, and coworkers. Assists in mentoring new staff as directed. Flexibility & Resilience Demonstrates flexibility and adapts to shifting priorities in response to the needs of patients, caregivers, and colleagues. This includes cross coverage with other ambulatory departments when necessary. Responds to change with a positive attitude and remains open-minded. Demonstrates ability to rebound quickly when confronted with challenging situations. Demonstrates a willingness to learn.

General Responsibilities

Has primary responsibility for scheduling and rescheduling patient appointments in accordance with established guidelines. Utilizes wait list to fill cancelled appointments. Answers and triages incoming telephone calls, takes messages and assists patients and families with problem resolution both in-person and over the telephone to include the “MD access line.” Conducts appointment confirmation calls and sends confirmation letters when applicable. Reviews the daily patient schedule and ensures that all appropriate preparations are in place to facilitate efficient patient flow for the day and correct demographic and insurance information is in place. Understand HMO, managed care, and other third-party insurers. Function as a patient resource around managed care plans, and insurance and referral issues with the knowledge to perform electronic insurance verification. Understand financial services and self-pay resources, and to provide patients with information as needed. Greets patients and visitors. Performs all patient