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1. Perform all check-in and check-out functions in accordance with MGH/MGPO Front Desk Standards of Operations.
2. Maintain confidentiality and privacy consistent with HIPAA guidelines.
3. Provide support and information to providers to resolve complex administrative patient issues.
4. Triages and manages complex telephone calls with professionalism and courteous customer service skills.
5. Serve as a resource to team members in revenue enhancement activities, including registration verification, co-payment collection, cash management, and encounter form reconciliation.
6. Schedule patient appointments and procedures using Epic systems (Cadence and Epic Clinical).
7. Manage Epic In Baskets and Workqueues.
8. Coordinate and track appointments via Epic Follow Up Work Queue Lists.
9. Assist with training and orientation of new staff as needed.
10. Perform other tasks to facilitate patient flow and enhance the quality of service.

1. High school diploma or equivalent.
2. Prior experience in a healthcare administrative or patient services role.
3. Strong knowledge of HIPAA guidelines and confidentiality practices.
4. Proficiency with Epic systems (Cadence, Epic Clinical, In Baskets, Workqueues).
5. Excellent communication and customer service skills.
6. Ability to multitask and manage complex administrative issues in a fast-paced environment.
7. Must have at least 2 years of recent experience in the specialty within the past 2 years.

1. Experience in a hospital or large medical practice setting.
2. Familiarity with revenue cycle activities such as co-payment collection and encounter reconciliation.
3. Training or mentoring experience with new staff.

1. None required; certifications in healthcare administration or Epic systems are a plus.

Education: High School