Patient Service Representative

** Requisition number:
** 2392444

** Job category:
** Customer Services

_This position is Remote in Massachusetts. If you are located within commutable distance to one of the following locations: PO Square-147 Milk Street, Boston, MA;
Watertown-485 Arsenal Street, Watertown, MA;
Norwood-1177 Providence Highway, Norwood, MA; or Quincy-500 Congress Street, Quincy, MA, you will have the flexibility to work remotely
* as you take on some tough challenges._

** Explore opportunities with Atrius Health,
** part of the Optum family of businesses. We're an innovative health care leader and multi-specialty group practice, delivering an effective, connected system of care for adult and pediatric patients at 28 practice locations in eastern Massachusetts. Our entire team of providers (physicians, PA/NPs and ancillary clinicians) works collaboratively with a value-based philosophy within our group practice as well as with hospitals, rehab and nursing facilities.

Be part of our vision to transform care and improve lives by building trust, understanding and shared decision-making with every patient. Join us and discover the meaning behind  
** Caring. Connecting. Growing together.*
* This position is full-time (40 hours/week), Monday - Thursday 8:30 am - 5:00 pm and Saturdays 7:30 am - 4:00 pm. Employees are required to have flexibility to work any of our 8 hour shift schedules during our normal business hours listed above. It may be necessary, given the business need, to work occasional overtime. Employees will also need to be flexible to work 1 major holiday and 1 minor holiday per calendar year.

We offer up to 3 weeks of paid training. The hours of the training will be based on schedule or will be discussed on your first day of employment. Training will be on-site at one of our Boston locations (PO Square-147 Milk Street, Boston, MA;
Watertown-485 Arsenal Street, Watertown, MA; Norwood-1177 Providence Highway, Norwood, MA; or Quincy-500 Congress Street, Quincy, MA)

*
* Primary Responsibilities:

*
* + Screens all incoming patient inquires (through phone, online/medical record message, or other means) to determine whether those inquiries can be appropriately handled by the Patient Service Representative or if they need to be directed to other team members

+ Courteous, friendly, problem solver with customer service, patient focused communication

+ Resolves issues in areas involving patient satisfaction, patient flow, and compliance with procedures and guidelines. Advocates for patients as appropriate

+ Participates in resolving operational difficulties and communicates with supervisor regarding department issues and problems as necessary

+ Resolves patient issues and ensures satisfaction. May refer difficult or highly complex phone calls and issues to higher level staff

+ Initiates requests for forms, letters, medication renewals, referrals, prior authorizations, and any other administrative needs submitted by patients and answers any corresponding questions. Understands all documents and processes

+ Reviews and facilitates the updating of missing /outdated information in the patient record, such as demographics, primary care physician selection, and insurance

+ Develops and maintains effective and efficient communication with the patient, interdisciplinary team, department staff, providers, and other agencies

+ Reviews department appointment schedules to ensure that clinic utilization is optimized and effectively supports the needs of the clinics as well as the needs of the patients

+ Assists with basic data collection activities, ensuring data is properly collected and accurate (e.g. no show reports, telephone statistics)

+ Participates in problem solving activities, focusing on productivity and quality.  Works with…