Patient Care Representative - Phone Center

MFM Health; Middleton (MA); On-site; USD 26,000 - 30,000; Full time

Benefits offered by this job

Enhanced Benefits Package

Professional Growth Environment

Job summary

MFM Health is seeking a Patient Care Representative for our Phone Center to deliver courteous patient support and accurate information. You will verify demographics and insurance data, perform eligibility checks, and help patients access the Portal.

The role involves scheduling in Athena, handling portal messages, and coordinating with front desk and clinical teams while maintaining privacy standards.

Qualifications

• High School diploma or equivalent required.
• 1+ years in customer service or related healthcare admin role preferred.
• Knowledge of medical terminology and health insurance basics.

Responsibilities

• Provide warm, professional customer service to patients, families, and caregivers.
• Confirm and update patient demographics and insurance information.
• Perform health insurance eligibility checks and answer inquiries.
• Schedule appointments in Athena and manage online messages/tasks.
• Assist patients with Patient Portal access and encourage use.
• Escalate complex requests to appropriate resources.
• Monitor provider schedules and communicate changes to staff.
• Assist with instructions, educational materials, or referrals as needed.
• Ensure HIPAA compliance and patient privacy protocols.
• Support other duties as assigned by supervisors.

Skills

Customer service

Communication skills

Multitasking

HIPAA knowledge

Professional appearance

Computer skills

Education

High School diploma or equivalent

Tools

Athena Health

Job description

Patient Care Representative - Phone Center

What We Offer:

• Enhanced Benefits Package: Enjoy a comprehensive benefits package that includes discretionary paid time off to ensure a healthy work-life balance anda 401(k) plan with employer match,
• Professional Growth Environment: At MFM Health, we are committed to your professional development. We offer continuous opportunities for learning and career advancement in a supportive and collaborative environment.

Primary Duties and Responsibilities:

• Provide excellent customer service to all patients, families, and caregivers by greeting and assisting all callers in a warm and professional manner
• Confirm and update patient demographic and health insurance information
• Perform health insurance eligibility checks and be able to provide accurate answers to patient insurance inquiries
• Schedule patient appointments for Primary and Specialty Care in Athena, manage online portal messages, and electronic task buckets
• Assist patients, families, and caregivers with Patient Portal access and encourage use of the Portal
• Efficiently process and upscale patient requests, questions, and issues to appropriate resources
• Monitor provider schedules for openings and communicate changes and cancellations to the front desk, clinical staff, and providers
• Answer questions and provide patients with relevant instructions, educational materials, or community resources in support of ongoing care, testing, and/or referrals
• Understand and maintain HIPAA regulations and patient privacy protocols
• All other duties as assigned by managers and leads

Minimum Requirements:

• High School diploma or equivalent.
• 1+ years of experience in customer service or in a related administrative position, healthcare experience preferred

Pay Range:

$19/hr - $22/hr; commensurate with experience

Key Competencies and Skills:

• Strong interpersonal, time management, and organizational skills
• Outstanding customer service skills, positive attitude, and professional appearance
• Knowledge of medical terminology, procedures, diagnoses, and health insurance
• Efficient problem solver
• Adaptable, flexible, and reliable
• Ability to multitask in a fast-paced office environment and work either independently or as part of a team
• Excellent verbal and written communication skills
• Knowledge of computer and relevant software applications

About MFM Health

Our mission at MFM Health is to Make Lives Meaningfully Better. We are continually expanding our practice to provide quality, comprehensive, and compassionate care to patients on the North Shore and beyond. We are committed to hiring passionate individuals who are motivated to succeed in a collaborative, patient-centric culture. We pride ourselves on our commitment to excellence, offering services 365 days a year, drive-thru healthcare, and on-site specialty teams and ancillary services.
At MFM Health, we offer excellent benefits, top-notch training, and a vibrant work environment. We believe in celebrating our employees' successes and regularly gather for company-wide parties and events to foster strong team connections. Join us as we continue to grow, investing in our people, programs, and technology to deliver legendary patient service and further our reputation as the provider, practice, and employer of choice!