Lead Patient Service Representative

Summary

Responsible for handling incoming patient calls, scheduling patient appointments and routing messages appropriately to the office locations. This position plays an important role in ensuring the smooth operation of the call center by supporting the team and assisting the manager in achieving department goals. The position involves providing guidance to representatives. The Lead works closely with the manager to improve workflows, performance metrics and foster a positive‑high performing ream environment.

Brown University Health employees are expected to successfully role model the organization’s values of Compassion, Accountability, Respect, and Excellence as these values guide our everyday actions with patients, customers and one another.

Instill Trust and Value Differences, Patient and Community Focus and Collaborate.

• Addresses inbound calls and communicates with Brown Health offices about patient matters.
• Answers phone calls in a courteous manner, identifying self and obtaining reason for call.
• Documents all interactions according to standard operating procedures and accurately enters information in the electronic medical record (EMR).
• Schedules patient appointments according to the guidelines for each office location.
• Verifies patient demographic and pharmacy information.
• Follows the protocol for handling each call according to specific criteria approved by Brown Health.
• Effectively manages multi‑line phone system.
• Coordinates communication and information regarding high‑risk patients with the appropriate office or department.
• Adheres to federal and local confidentiality laws, including HIPAA, ensuring patient privacy.
• Follows Brown Health guidelines for protecting patients' demographic, clinical and financial information background.
• Provides support and guidance to patient service representatives.
• Serves as a liaison between team and management, addressing immediate operational issues.
• Resolves conflicts professionally, ensuring customer satisfaction and team harmony.
• Training support to new hires on call center procedures, systems, and customer service best practices.
• Conduct refresher sessions for the team to keep skills sharp and updated.
• Fosters a culture of continuous learning and improvement.
• Communicate updates, changes, and expectations to the team effectively.
• Shares team feedback and insights with upper management to improve workflows or resolve issues.
• Assist team members in troubleshooting system issues (e.g., Cisco phones, CRM software, Webex).
• Works closely with manager to align team activities with departmental goals and objectives.
• Updates skills in Cisco based on department needs.
• Attends and participates in required meetings.
• Performs other job‑related duties as assigned.

• High school diploma or equivalent.
• Certificate from a college or technical school in the medical field preferred.
• Minimum of 1 year of experience as a medical receptionist/secretary or with answering phones in a clinical or medical office setting.
• Previous experience working with an EMR.
• Demonstrates knowledge of exemplary customer service and ability to work collaboratively with others.
  
  Ability to show care and compassion when communicating with patients and others involved in their care.
• Strong oral and written communication skills.
• Ability to work as part of a team.
• Ability to multitask and operate under pressure in a fast‑paced environment.
• Excellent organizational skills with superb attention to detail.
• Ability to type and operate a computer with the skills to use technology.
• Knowledge and skill of Microsoft Office.

Pay Range: $20.96-$34.61

EEO Statement: Brown University Health is committed to providing equal employment opportunities and maintaining a work environment free from all forms of unlawful discrimination and harassment.

Location: Brown Health Medical Group Primary Care - 593 Eddy St - Executive Suite Providence, Rhode Island 02903

Work Type: M-Fr 8:00am-4:30pm

Work Shift: Day

Daily

Hours:

8 hours

Driving

Required:

No