Patient Service Representative

At Mass General Brigham, we know it takes a surprising range of talented professionals to advance our mission-from doctors, nurses, business people and tech experts, to dedicated researchers and systems analysts. As a not-for-profit organization, Mass General Brigham is committed to supporting patient care, research, teaching, and service to the community. We place great value on being a diverse, equitable and inclusive organization as we aim to reflect the diversity of the patients we serve.

At Mass General Brigham, we believe a diverse set of backgrounds and lived experiences makes us stronger by challenging our assumptions with new perspectives that can drive revolutionary discoveries in medical innovations in research and patient care. Therefore, we invite and welcome applicants from traditionally underrepresented groups in healthcare – people of color, people with disabilities, LGBTQ community, and/or gender expansive, first and second-generation immigrants, veterans, and people from different socioeconomic backgrounds – to apply.

Job Summary

Patient Service Rep Needed for Spaulding Hospital

Summary

Oversee and perform all activities associated with the outpatient registration service and scheduling of outpatients including supporting all other front office staff. Coordinate the complete demographic and insurance intake, computerized registration, scheduling of patients and verifying the individual’s insurance coverage with a customer service oriented approach.

Orient patients to the center and coordinate additional patient services as needed. Demonstrate evidence of advanced operational knowledge, teaching and professional involvement, and outpatient center marketing and community involvement for Advanced Patient Service Representative role.

Key Responsibilities

– Support is provided to other center team members by answering phones, assisting customers, and fulfilling any cross trained responsibilities.
– Support is provided to other staff to ensure effective orientation and continuous development to achieve performance standards.
– Scheduling status is maintained daily and potential problems are addressed with corrective actions.
– Patient pre-registration, registration, insurance verification, and scheduling are completed per center standards.
– Patients are greeted, assisted and appropriate staff notified of patient arrival. – Administrative duties such as answering the phone, confirming appointments, supporting insurance requirements processes, photocopying, typing, faxing, inventory of supplies, sorting mail and handling other administrative duties are completed per center guidelines.
– Medical record setup, maintenance, and discharge are completed per center guidelines in a timely manner.
– Monthly patient satisfaction questionnaires are processed for current patients according to center standards.
– Customer service delivery is carried out to achieve stated goals.
– Insurance approvals and documentation are recorded in the medical record and computer system in accordance with center standards.
– Therapy charges are entered and reconciled as assigned.
– Additional department, organization, or network activities are completed per established objectives.
– PCC Organizational Values of Innovation, Collaboration, Accountability, Respect, and Excellence are upheld.

Additional Responsibilities for an Advanced Patient Service Representative – Annual requirements of completing 6 initiatives as described in the administrative ladder application.

Qualifications

Education/Degree

Required – High school graduate required. Associate’s degree preferred.

Experience

Preferred – Two years experience in a medical/physicians office setting and/or experience with insurance benefits preferred.

Skills (Specific learned activity gained through training (e.g. computer skills, keyboarding, presentation, CPR, ACLS, etc.)

Required – Computer proficiency required. Microsoft office applications preferred with ability to learn new software.

Preferred – Highly developed communications and interpersonal skills, working with diverse population.

– Work independently, be self-directed and contribute as a member of a team.

– Anticipates challenges and develops and implements strategies for addressing them.

– High level of service delivery. Demonstrate initiative with ability to prioritize work, meet deadlines and adapt to changing situations.

– Attention to detail.

Additional Job Details (if applicable)

Additional Job Description

Remote Type

Onsite

Work Location

300 First Avenue

Scheduled Weekly Hours

40

Employee Type

Regular

Work Shift

Day (United States of America)

EEO Statement:

The Spaulding Rehabilitation Hospital Corporation is an Affirmative Action Employer. By embracing diverse skills, perspectives and ideas, we choose to lead. All qualified applicants will receive consideration for employment without regard to race, color, religious creed, national origin, sex, age, gender identity, disability, sexual orientation, military service, genetic information, and/or other status protected under law. We will ensure that all individuals with a disability are provided a reasonable accommodation to participate in the job application or interview process, to perform essential job functions, and to receive other benefits and privileges of employment.

Mass General Brigham Competency Framework

At Mass General Brigham, our competency framework defines what effective leadership “looks like” by specifying which behaviors are most critical for successful performance at each job level. The framework is comprised of ten competencies (half People-Focused, half Performance-Focused) and are defined by observable and measurable skills and behaviors that contribute to workplace effectiveness and career success. These competencies are used to evaluate performance, make hiring decisions, identify development needs, mobilize employees across our system, and establish a strong talent pipeline.

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