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 HOPE 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.