Patient Access Specialist

Randstad USA; Somerville (MA); On-site; USD 42,000 - 62,000; Full time

Job summary

Mass General Brigham is seeking a Patient Gateway Specialist to handle inquiries from patients and authorized family members via online tools. This front-line role involves enrollment questions, login issues and feature guidance, with responsibilities across telephone and online channels.

Key duties include documenting interactions, following ITIL practices, and escalating unresolved issues. Prior healthcare or patient services experience is preferred, with strong communication and teamwork

Qualifications

• High school diploma.
• Prior healthcare experience preferred.
• Prior customer or patient services role with phone experience preferred.
• Strong interpersonal and communication skills (verbal and written).
• Able to work in a team and multitask.

Responsibilities

• Contributes to a positive patient experience through professional, efficient interactions.
• Respects patient confidentiality per HIPAA guidelines.
• Answers and records calls using ITIL best practices.
• Processes user-generated self-service tickets using ITIL best practices.
• Resolves issues using available resources and documentation.
• Uses telephone, email and instant messaging to communicate with patients.
• Prioritizes work per supervisor guidance and escalates when needed.
• Collaborates on project teams for service desk improvements and new technology deployments.

Skills

Interpersonal skills

Communication skills

Active listening

Patience

Analytical thinking

Problem solving

Teamwork

Multitasking

Adaptability

Mobile devices knowledge

IT Service Management

Customer service tools knowledge

Education

High school diploma

Tools

ServiceNow

Service Manager

ITIL best practices

Job description

Under general direction of the Patient Gateway Supervisor, the Patient Gateway Specialist is responsible for responding to inquiries from patients and authorized family members using Mass General Brigham online tools. This important and highly visible role is a “front-line” position handling patient inquiries regarding enrollment, logging in, product features and technical problems. The Patient Gateway Specialist may be asked to perform other tasks as needed.

Principal Duties and Responsibilities

• Contributes to a positive experience for patients and families through professional, efficient and effective telephone and online interactions.
• Respects patient confidentiality at all times, observing HIPAA guidelines.
• Answers and records calls using ITIL best practices.
• Processes user-generated self-service tickets using ITIL best practices.
• Resolves issues utilizing available resources and documentation.
• Utilizes various communication methods including telephone, email and instant messaging.
• Prioritizes work based upon guidance provided by Patient Gateway Supervisor.
• Escalates issues that cannot be resolved in a timely manner.
• Participates on project teams including but not limited to Service Desk improvements, customer communication, peer-to-peer communication, and deployment of new technology.
• Contributes to teamwork within and between departments. Attends and participates in regularly scheduled meetings with coworkers. Provides constructive ideas, suggestions and feedback in a positive manner. Works collaboratively with coworkers to effectively resolve issues that impact departmental or hospital operations.
• Performs other duties as assigned by Patient Gateway Supervisor.

Qualifications

• High school diploma
• Prior healthcare experience preferred
• Prior experience in a customer or patient services role with phone experience preferred
• Strong interpersonal skills, communication skills (verbal and written), listening skills and patience
• Strong analytical and problem solving skills
• Ability to work in a team environment
• Ability to multitask and prioritize work requirements
• Ability to be flexible, versatile, and adaptable in day-to-day activities
• Knowledge of mobile devices including smartphones and tablets
• Familiarity with customer services applications (e.g., ServiceNow, Service Manager) a plus
• Familiarity with IT Service Management (ITIL) best practices a plus