Patient Services Representative

2 weeks ago

Boston, Massachusetts, United States Harvard University Full time

Job Summary

Position Description

  • Utilizes and adheres to phone script, clinical decision trees, and scheduling criteria following HDC guidelines. Uses independent knowledge within scope of knowledge and training to determine the type of appointment needed and urgency to schedule the patient to the appropriate provider or triage the call.
  • Monitors patients and visitors entering, waiting, and leaving the practice. Facilitates timely flow and proactively solves flow issues (i.e., early or late patient, late provider, etc.). Acts as liaison between patient and practice staff to ensure optimal flow and service delivery. Supports HDC in event of operational emergency following protocols.
  • Processes patient check out, schedules followup appointments or ensures follow up plan is in place making every reasonable effort to accommodate patient and provider needs. Provides patient with any relevant educational materials as indicated.
  • Takes appropriate actions to diffuse challenging situations. Seeks assistance from supervisor and others appropriately when confronted with unpredictable patient situations and or/behaviors.
  • In partnership with finance and billing operations, ensures insurance eligibility checks are complete, stays uptodate on insurance eligibility and selfpay guidelines, refund processes.
  • Participates in training, education, and patient/customer experience assessments and improvement initiatives.
  • Attends team meetings and contributes in a positive manner, consistently focusing on constructive processes and quality improvement.
  • Provides PSR coverage at secondary site, as assigned.
  • Contributes to a culture of inclusivity and respect.
  • Performs other related duties as assigned or requested.

Basic Qualifications

  • High School diploma or GED required.
  • 13 years related work experience required in a customer service role in a health care setting.
  • Ability to work onsite in a clinical setting.
  • Have demonstrated skills including active listening, problem solving, and the ability to remain calm in emotional or stressful situations.
  • Attention to detail, strong verbal communication, customer service and keyboarding skills.
  • Excellent interpersonal skills and the ability to work both independently and as a part of the team.
  • Ability to perform the essential functions of the position with or without reasonable accommodation.
  • Ability to successfully pass a comprehensive background check at hire.

Additional Qualifications and Skills

  • Associate degree
  • Dental practice experience.
  • Knowledge of dental medical terminology.

Physical Requirements

  • Work is performed onsite in a clinical setting.
  • Incumbent is primarily assigned to one site, either Longwood or Cambridge, but may be assigned to the secondary site from timetotime, as additional coverage is needed.
  • May require sitting, standing, and walking for extended periods of time.

Working Conditions

  • The primary work location for this position is Boston, MA. Per the University payroll policy all work (including remote) must be performed in a state in which Harvard is registered to do business. In order to be on Harvard payroll, you must reside in a University payroll registered state.
  • Before they begin at HSDM, clinical staff in the Harvard Dental Center must show that they have the proper immunizations.
  • Harvard School of Dental Medicine cannot offer visa support or work permission for this opportunity.

Additional Information

  • Commitment to Equity, Diversity, Inclusion, and Belonging: We are dedicated to being a community within which selfrespect and mutual respect are understood and practiced, HSDM believes that compassion, fairness, and trust are fundamental values that enable our individual and collective wellbeing. We recognize the diversity of individuals within the community to be an essential ingredient to an inspiring, vigorous, and exciting culture. And we recognize that ethics and integrity provide the framework for all of our efforts. HSDM Mission, Vision, and Core Values

Work Format Details

  • This position is based primarily oncampus, in Massachusetts. This may include inperson during emergency situations (if applicable). Additional details will be discussed during the interview process. Certain visa types may limit work location. Individuals must meet work location sponsorship requirements prior to employment.

About Us

  • Located in the heart of Boston's Longwood Medical Area, Harvard School of Dental Medicine (HSDM) ranks as one of the preeminent schools of dental medicine in the country. HSDM educates clinicians, educators, researchers, and leaders in the profession; boasts core strength in musculoskeletaldisease research; and, offers students public health opportunities in local communities and across the globe.

Benefits-
Paid Time Off: 3-4 weeks of accrued vacation time per year (3 weeks for support staff and 4 weeks for administrative/professional s

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