Patient Service Representative

Position Summary

Mass Lung & Allergy is seeking a reliable, patient-focused Patient Service Representative to support call center and patient communication operations. This role is responsible for handling high call volumes, assisting patients with scheduling and inquiries, and ensuring a positive and professional patient experience. The ideal candidate is a strong communicator, detail‑oriented, and comfortable multitasking in a fast‑paced healthcare environment. Flexibility to support multiple MLA locations may be required.

Schedule:

Full‑time, Monday through Friday, 8:00 AM – 4:30 PM (no nights or weekends).

• Manage high call volumes in a timely and professional manner
• Identify patient needs, answer questions, and provide solutions or guidance
• Schedule appointments for new and existing patients based on provider availability
• Accurately document all patient calls and communications in EMR (eCW)
• Provide patients with support, information, and assistance as needed
• Maintain professional communication and strong patient relationships
• Participate in staff and departmental meetings as required
• Maintain organized workstation and follow operational protocols
• Support quality assurance and documentation standards
• Perform additional duties as assigned to support patient services

• Strong communication and problem‑solving skills
• Excellent customer service and phone etiquette
• Comfortable using computers, EMR systems, and multi‑line phones
• Organized, detail‑oriented, and able to multitask
• Professional, dependable, and team‑oriented
• Ability to work in a fast‑paced environment
• Commitment to HIPAA and patient confidentiality
• Bilingual candidates strongly encouraged to apply
• Valid driver’s license and ability to travel between MLA locations if required

• High school diploma or GED required

• Prior medical office or call center experience preferred
• Insurance and referral knowledge helpful