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Patient Service Representative (Remote) - Urgent Care Call Center

Company: Partners Community Physicians Organization(pcpo)
Location: Somerville
Posted on: November 16, 2021

Job Description:

General Summary/Overview:The Patient Services Representative works as part of the healthcare team to provide excellent customer service to our patients in the office, telephonically, and through Patient Gateway by performing reception, information collection, and scheduling functions in a busy, patient-centered office setting. Principle Duties and Responsibilities:Works closely with the physician/provider and flow coordinator to appropriately schedule patients to maximize efficiency and timely provide patient care and patient services.Courteously answers telephone according to '3 ring standard,' providing appropriate greeting and following call hold expectations. Strives for 'first-call resolve' of issues to meet patient needs. Directs calls appropriately and takes messages using the electronic medical record system following protocol to ensure maximum efficiency. Supports patient and work flow management on a day-to-day basis to prioritize and ensure that the provider and other healthcare team members handle messages, prescription refills, review of labs/results, and forms are completed timely to eliminate batching of work.Schedules patients for in-office appointments as well as specialist, referral, ancillary, and test appointments. Assists in the referral/test tracking function as assigned.Processes referrals, obtains required insurance authorizations, and performs insurance eligibility verification functions.Assists in pre-visit preparations as assigned to include: preparing summary reports and assisting in the evaluation of patient needs, ensuring relevant labs and tests are scheduled and completed prior to office visits as required and anticipate special needs for effective communication to service vulnerable populations; ensuring all required documentation is in the electronic medical record prior to the office visit; identifying high risk, managed care, or patients on population management registry to ensure appropriate protocols are followed; and communicating with healthcare team as appropriate to ensure patient needs are met prior to the visit. Participates in the healthcare team huddle as need. Provides reception coverage to greet patients upon arrival and perform check-in functions. Check-in functions include: ensuring appropriate patient demographic forms and privacy notices are provided completed; verifying patient information; performing patient demographic and insurance registration; and collecting appropriate copays, deductibles, and other related payments due at time of service, following all cash handling protocols. Responsible for medical record release process according to standards, as well as incoming and outgoing correspondence. Performs miscellaneous administrative tasks as needed.Utilizes effective communication skills with patient to address the patient's special needs.Assists with pro-active measures to minimize overdue appointments, tests, and specialists visits, as well as other population management functions.Follows patient identification protocol, maintains confidentiality, and upholds compliance standards according to policy.Ensures all orders and forms are complete.Other duties as assigned from time to time.Qualifications Education/Experience Requirements: Graduate from a medical assistant training program or possess an active medical assistant credential from third party strongly preferred. Previous medical secretary experience preferred. Licensure/Certification Requirements: Medical Assistant certifications strongly preferred.Qualifications/Skills/Abilities: Knowledge of physician policies and procedures including general knowledge of billing, insurance coding, and medical terminology. Strong computer and typing skills with previous MS Outlook and electronic scheduling/electronic medical record system preferred. Exceptional organizational and multi-tasking skills with the ability to problem-solve. Ability to maintain confidential information. Strong customer service, telephone, and etiquette skills. Ability to examine documents for accuracy and completeness. Ability to work to precise and established standards of accuracy. Critical thinking skills. Team player and ability to work effectively with patients, physicians and co-workers. Ability to communicate clearly and confidentially. Physical Demands: Occasional lifting/pushing/pulling/carrying up to 5 pounds with 10 pounds maximum. Frequent sitting and finger dexterity. Working Conditions: Medical office environment.EEO Statement Mass General Brigham is an Equal Opportunity Employer & by embracing diverse skills, perspectives and ideas, we choose to lead. 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 Jobble

Keywords: Partners Community Physicians Organization(pcpo), Somerville , Patient Service Representative (Remote) - Urgent Care Call Center, Sales , Somerville, Massachusetts

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