Patient Services Coordinator 2

Site: The General Hospital Corporation

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 Service Coordinator II – Orthopaedic Surgery
Position Overview
The Patient Service Coordinator II (PSC II) plays a key role in supporting the clinical, operational, and academic missions of the Department of Orthopaedic Surgery. This position offers a unique opportunity to work alongside nationally recognized orthopaedic surgeons while contributing to innovative patient care initiatives.
Reporting to the Administrative Manager, the PSC II provides comprehensive administrative support within a fast-paced ambulatory surgical practice. Responsibilities include coordinating patient appointments, supporting clinical operations, assisting with surgical scheduling, obtaining authorizations for advanced treatments, and ensuring a seamless patient experience.
The ideal candidate is highly organized, detail-oriented, comfortable working independently, and able to manage multiple priorities in a dynamic healthcare environment. Candidates with a clinical background and experience using Epic are strongly preferred.

Key Responsibilities
Patient Scheduling & Care Coordination

Schedule and manage outpatient appointments for assigned providers.
Coordinate clinic schedules and ensure accurate appointment management.
Manage patient phone calls and respond to inquiries in a timely manner.
Monitor Epic in-baskets and route messages appropriately.
Ensure patients, families, and caregivers understand instructions related to procedures, tests, treatments, and follow-up care.
Notify providers or leadership when additional patient education or follow-up is needed.

Surgical Scheduling & Pre-Operative Support

Assist with surgical scheduling and case entry as directed.
Coordinate pre-operative requirements and ensure timely completion of necessary testing and clearances.
Work collaboratively with clinical staff and external providers to obtain surgical clearances.
Support management of surgeon operating room block time to maximize efficiency and patient access.
Obtain pre-authorizations for advanced treatments, including imaging studies and injections.

Administrative Support

Process and manage patient-related documentation, including:

Disability paperwork
Leave of absence forms
Medical letters
Progress updates and related documentation


Maintain provider calendars, ensuring patient care and administrative activities are appropriately scheduled and conflict-free.
Prepare patient charts and support clinic readiness activities.

Customer Service & Operations

Deliver exceptional customer service to patients, families, and visitors.
Respond promptly to tasks, requests, and operational needs.
Support departmental initiatives, process improvements, and workflow changes.
Attend department and staff meetings as required.
Maintain compliance with all hospital, departmental, regulatory, and accreditation requirements.
Adhere to Orthopaedic Surgery policies and procedures.
Perform additional duties and special projects as assigned.


Front Desk & Team Coverage
Front Desk Support

Provide coverage for patient check-in and check-out activities as needed.
Assist in maintaining efficient patient flow throughout the clinic.

Team Support

Provide backup phone coverage for the practice.
Assist colleagues, including surgical schedulers and administrative staff, as directed by leadership.
Serve as a resource for patients, visitors, and hospital personnel while following departmental and organizational policies.
Participate in departmental projects and practice-specific initiatives.


Qualifications
Required Skills & Competencies

Ability to work independently with minimal supervision.
Strong collaboration skills and ability to work effectively within a healthcare team.
Excellent interpersonal and customer service skills.
Strong verbal and written communication abilities.
High degree of computer proficiency and comfort with healthcare information systems.
Strong analytical and problem-solving skills.
Excellent organizational and time-management abilities.
Exceptional attention to detail.
Ability to maintain professionalism, confidentiality, and respect for individual patient needs.Additional Job DescriptionHybrid55 Fruit Street40RegularDay (United States of America)

Pay Range

$17.71 - $24.94/Hourly

Grade

3At 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.1200 The General Hospital Corporation 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