Patient Service Rep - Remote; Massachusetts - Atrius Health

Overview

Explore opportunities at Atrius Health
, part of the Optum family of businesses. We are 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 team of providers (physicians, AP/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.

Position
:
Patient Services Representative I. You will work under direct supervision, receive incoming calls and inquiries, and assist patients in the management of appointments and care. You will provide extraordinary customer service and strong problem-solving skills to strengthen the patient/clinician relationship.

Location
:
Remote - Boston, Massachusetts Team

Department
:
Internal Medicine Access Center (Remote after 4-6 weeks of training)

Schedule
:
Monday – Friday 8:00 AM – 4:30 PM

If you are located in Watertown, MA you will have the flexibility to work remotely as you take on some tough challenges. Candidates are required to live in the state of Massachusetts and commute to the site when training is required or when experiencing internet issues arise.

• Screens all incoming patient inquiries (through phone, online/medical record message, or other means) to determine whether those inquiries can be appropriately handled by the Patient Services Representative or if they need to be directed to other team members
• Provide courteous, friendly, patient-focused communication and problem-solving in interactions with customers
• Resolve issues in areas involving patient satisfaction, patient flow, and compliance with procedures and guidelines. Advocate for patients as appropriate
• Participate in resolving operational difficulties and communicate with supervisor regarding department issues and problems as necessary
• Resolve patient issues and ensure satisfaction. May refer difficult or highly complex calls and issues to higher level staff
• Initiate requests for forms, letters, medication renewals, referrals, prior authorizations, and any other administrative needs submitted by patients and answer any corresponding questions; understands all documents and processes
• Review and facilitate updating of missing/outdated information in the patient record, such as demographics, primary care physician selection, and insurance
• Develop and maintain effective and efficient communication with the patient, interdisciplinary team, department staff, providers, and other agencies
• Review department appointment schedules to ensure clinic utilization is optimized and supports the needs of the clinics and patients
• Assist with basic data collection activities, ensuring data is properly collected and accurate (e.g., no-show reports, telephone statistics)
• Participate in problem solving activities focusing on productivity and quality. Work with supervisors to ensure continuous improvement of the department
• Participate in special projects and ongoing programs unique to the department

You'll be rewarded and recognized for your performance in an environment that will challenge you and provide clear direction on what it takes to succeed in your role as well as development for other roles you may be interested in.

• Electronic medical record (EMR) experience and/or aptitude to master the EMR based on other technology experience
• Computer experience with the ability to use word processing and spreadsheet programs
• Demonstrated technology-literate skill sets
• Demonstrated ability to communicate in a professional and appropriate manner
• Demonstrated solid interpersonal, customer service, time management, and organizational skills
• Demonstrated excellent problem-solving and multi-tasking abilities
• Live within a commutable distance

• 1+ years of experience working in a clinical or customer service setting
• W…