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.

Schedule: Monday–Friday, 7:30 AM–4:00 PM
Location: 100% Onsite

We are seeking a motivated and service‑driven Patient Service Coordinator II (PSC II) to join a collaborative outpatient clinic team. This role is ideal for someone who enjoys being the central point of connection for patients and providers and is interested in developing strong expertise in front desk operations, scheduling, and insurance authorization workflows.
As the primary front desk team member, the PSC II plays a vital role in ensuring a smooth and welcoming patient experience while supporting the clinic’s care coordination efforts. The position offers a consistent weekday schedule, hands‑on work, and close partnership with clinical staff, including residents, APPs, and physicians.

Job Summary:

The Patient Service Coordinator II (PSC II) is the patients' initial contact for calls and office visits. They are responsible for the overall functions of the front desk including scheduling of appointments and/or procedures, schedule management, check-in and check-out, and obtaining referrals and authorizations. They work collaboratively with the Medical Assistants, Nurses, Providers, and Administrative Staff. They must be capable of performing well in a fast-paced environment that demands attention to detail, excellent customer service skills, strong judgment and organizational skills.

Key Responsibilities:

Manages telephone lines, triages appropriately, return calls in timely fashion and takes detailed messages when necessary.

Uses EPIC to arrange in-person appointments, procedures, and virtual consultations.

Verifies and ensures insurance and PCP information are correct at the time of scheduling.

Possesses knowledge of contracted insurances accepted and requirements for referrals and prior authorizations.

Ensures appropriate referrals and prior authorizations are in place prior to appointment or procedure. Notifies patients of any issues prior to arriving for their appointment.

Establishes and maintains spreadsheet for prior authorizations and works with the administrative assistance.

Performs all tasks related to the check-in and check-out: collecting co-pays or payments for procedures, verifying patient using appropriate identifiers, ensuring necessary documents are signed for the visit, arrange for interpreter services.

Oversees management of the daily clinical schedule to prevent any conflicts.

Collaborates with the Medical Assistants and Nurse to ensure patient throughput.

Monitors Patient Gateway messages and practice email and disseminates information/request to appropriate provider/staff.

Works closely with the triage nurse for scheduling of new patient appointments.

Documents telephone encounters in EPIC.

Notifies the Admitting Department of patient admissions from clinic.

Sends patient no-show letters, office correspondences, and routinely collects incoming mail and distributes appropriately.

Maintains inventory and orders office and clinic supplies.

Cross covers for staff members for breaks, lunches, vacations, and variations in workflow.

Qualifications:

Education:

High School Diploma or Equivalent required:

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

Experience:

2-3 years office experience required

• Knowledge, Skills and Abilities
• Proficiency with all Office Suite, Knowledge of office operations and standards and understanding of office procedures including filing, copying, scanning, printing and faxing.
• Ability to use phone system and manage more non-routine phone calls and solve routine issues as appropriate.
• Communicating effectively in writing as appropriate for the needs of the audience and talking to others to convey information effectively.
• Understanding written sentences and paragraphs in work related documents, to correspond and communicate with others clearly and effectively (including composing/editing e-mail, memos and letters), and to take complete and accurate messages.
• Managing one's own time and the time of others.
• Well organized and good time management skills to manage multiple tasks effectively, follow established protocols, and work within systems.

Additional Job Details (if applicable)

Remote Type

Onsite

Work Location

90 Blossom Street

Scheduled Weekly Hours:

40

Employee Type

Regular

Work Shift

Day (United States of America)

Pay Range

$17.71 - $24.94/Hourly

Grade

3

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:

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

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.