Patient Service Representative I - (125246)

Description

Atrius Health, an innovative healthcare leader, delivers an effective system of connected care for more than 690,000 adult and pediatric patients at 30 medical practice locations in eastern Massachusetts. Atrius Health’s 645 physicians and primary care providers, along with 420 additional clinicians, work in close collaboration with hospital partners, community specialists and skilled nursing facilities. Our vision is to transform care to improve lives. Atrius Health provides high-quality, patient-centered, coordinated, cost effective care to every patient we serve. By establishing a solid foundation of shared decision making, understanding and trust with each of its patients, Atrius Health enhances their health and enriches their lives. Atrius Health is part of Optum, a health services company focused on building the leading value-based care system in the country.

SUMMARY

Under direct supervision, assists patients through management of incoming calls related to various appointment and medical care needs. The Patient Service Representative plays an integral role as a member of the patients care team by screening all incoming calls and helping complete the request with first call resolution or directing to another member of the interdisciplinary care team. Provides extraordinary customer service and strong problem-solving skills to strengthen the patient/ care team relationship. Manges a high volume of calls most often from a remote setting for a defined service line and is responsible to organize and prioritizes action items following standard work, including allocating tasks to the appropriate member of the care team, and ensuring efforts are coordinated and avoid duplication. Must have clear verbal and written communication skills to ensure the patient and team members understand next steps.

EDUCATION/LICENSES/CERTIFICATIONS

High School diploma or equivalency certificate (e.g. GED, HiSET, TASC Test) from an accredited institution or governmental unit required.

EXPERIENCE

A minimum of one year in a clinical or customer service setting preferred. Computer experience required with the ability to use word processing and spreadsheet programs. Electronic medical record (EMR) experience and/or aptitude to master the EMR based on other technology experience required.

A bachelor’s or associate degree, or at times certifications, may be substituted for a maximum of 1 year of work experience.

SKILLS

• Customer Service: Ability to provide a high level of customer service to patients, visitors, staff and external customers in a professional, service-oriented, respectful manner using skills in active listening and problem solving. Ability to remain calm in stressful situations.
• Decision Making: Ability to make decisions that are guided by general instructions and practices requiring some interpretation. May make recommendations for solving problems of moderate complexity and importance.
• Problem Solving: Ability to address problems that are varied, requiring analysis or interpretation of the situation using direct observation, knowledge and skills based on general precedents.
• Written Communications: Ability to summarize and communicate moderately complex information in varied written formats to internal and external customers.
• Oral Communications: Ability to comprehend and communicate complex verbal information to medical center staff, patients, families, and external customers.
• Knowledge: Ability to demonstrate full working knowledge of standard work, practices, procedures, and policies with the ability to use them in varied situations.
• Teamwork: Ability to work collaboratively with interdisciplinary teams of consisting of remote and onsite staff to improve the operations of immediate work group by offering ideas, identifying issues, and respecting team members.

Atrius Health is committed to a policy of non-discrimination and equal employment opportunity. All patients, employees, applicants, and other constituents of Atrius Health will be treated with respect and dignity regardless of race, national origin, gender, age, religion, disability, veteran status, marital/domestic partner status, parental status, sexual orientation and gender identity and/or expression, or other dimensions of diversity.

Benefits Include:

• Up to 8% company retirement contribution,
• Generous Paid Time Off
• 10 paid holidays,
• Paid professional development,
• Generous health and welfare benefit package.

Organization

: Internal Medicine

Primary Location

: Boston MA - Post Office Square

Schedule: Monday- Friday 8:15-4:45

Job

: Practice Support Staff

Job Level

: Entry Level

Job Type: Regular Full Time - 40 Hrs (Full Time Benefit Eligible)