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Patient Service Representative

4 months ago

Worcester, United States Mass Lung & Allergy PC Full time

POSITION SUMMARY

As a Patient Services Representative at MASS LUNG & ALLERGY (MLA) this position performs a wide variety of duties and responsibilities in a manner that places emphasis on quality of care and customer service. The incumbent must work collaboratively with all staff in support of patient services, exhibiting flexibility and a "can-do" attitude. This position will travel to any of the MLA locations to support the front office as needed. Patient services are the key priority in this position requiring the Patient Services Representative to serve as a point of contact with other internal and external departments, all with the goal of fostering an environment which promotes patient comfort and trust. The position must exemplify the core values and mission of the organization, always exercising utmost discretion, diplomacy and tact in patient/staff interactions.

60% DUTIES AND RESPONSIBILITIES:

  1. Manage large amounts of calls in a timely manner for assigned provider(s)
  2. Manage voicemail inbox for assigned provider queues
  3. Responsible for managing the schedule of assigned provider(s) including new patient confirmation calls and proactively working to fill gaps in schedules
  4. Assist with covering other provider queues and voicemails as needed according to staff vacation/time off schedules
  5. Relay messages from patients to other staff in a clear, concise manner via our EMR, eClinicalWorks (eCW)
  6. Properly document all calls in eCW in a comprehensible way with attention to detail in grammar and punctuation.
  7. Schedule appointments for new and recurring patients based on provider availability.
  8. Provide patients with support and guidance as needed.
  9. Build sustainable relationships and engage patients in accordance with MLA's mission and vision
  10. Attends staff and medical meetings, as required.
  11. Performs all duties and service in full compliance with MLA's Service Excellence Standards.
  12. Performs all duties in support of successful EHR/EPM implementation.
  13. Maintains work station, according to protocols (free of meals and open beverages).
  14. Acts in capacity as an interpreter, only if certified to do so as needed.
  15. Performs additional duties, as assigned by the Manager and in support of quality assurance and improvement.

30% QUALIFICATIONS:

  1. Excellent communication and problem-solving skills at a level necessary for understanding provider and supervisors' instructions, and for accurately documenting patients' medical information.
  2. Ability to effectively communicate with patient population and staff while demonstrating a high degree of diplomacy and tact.
  3. Beginner to intermediate computing and phone skills.
  4. Willingness to work evenings and/or weekends; demonstrates flexibility in regards to job duties and assignments.
  5. Ability to multi-task and work effectively in a high-stress and fast-moving environment.
  6. Culturally sensitive and demonstrated ability and effectiveness working with ethnically diverse populations.
  7. Working knowledge of "Universal Precautions," demonstrates professionalism at all times.
  8. Possess a thorough understanding of the importance of confidentiality and non-disclosure according to the general standards set forth by HIPAA.
  9. Bilingual English/Spanish and/or other languages strongly preferred.
  10. Valid Driver's License, insurance, and ability to travel as required to perform duties.

10% EDUCATION AND EXPERIENCE:

  1. High school Graduate (or GED) required.
  2. Familiarity with community / service area.
  3. Previous experience in a medical office setting is highly desirable.
  4. Electronic medical records experience preferred.
  5. Previous experience with insurance and referrals preferred.