Patient Experience Specialist

BHMG Lifespan Physician Group, Inc., d/b/a Brown Health Medical Group; Faunce Corner (MA); On-site; USD 25,000 - 41,000; Full time

Job summary

Brown Health Medical Group is seeking a Patient Service Specialist to join the administration team in our physician practice. You will perform front-end tasks, greet patients, handle calls and emails, and document interactions in EPIC while maintaining patient confidentiality.

The role requires strong customer service, communication, and EMR experience (Athena preferred). The position supports daily operations, insurance verification, scheduling, and outreach to patient groups.

Qualifications

• 1–3 years as a medical assistant preferred.
• Strong customer service excellence expected.
• Excellent communication and interpersonal skills required.
• Experience with EMR strongly preferred (Athena a plus).
• Experience with Microsoft Office, Word, Excel, and Outlook preferred.

Responsibilities

• Answers calls and routes telephone calls appropriately; takes messages, follows through with each message, ensuring that the appropriate physician/staff member receives the information.
• Provides routine information to callers and gives only authorized medical advice from a provider.
• Provides a high level of customer service to all new and existing patients of the practice.
• Creates patient cases and documents telephone calls and messages into EPIC.
• Schedules patient appointments and appropriate testing for patients as requested.
• Registers patients in EMR and verifies information including demographics and obtains accurate health insurance information.
• Conduct eligibility checks to ensure insurance is reflected accurately.
• Collects required insurance co-pays from patients including any prior balances.
• Follows scheduling notes and direct schedules patient visits in other BHMG practices as advised.
• Performs pre-visit planning daily for all upcoming scheduled appointments to include running insurance eligibility.
• Responsible to obtain prior authorizations and/or insurance referrals as per practice need.
• Perform outreach to select patient groups as directed for patient care and quality measurement/guidelines.
• Schedules specialty appointments/testing as required.
• Performs work in EMR buckets as directed and per practice need.
• Responsible to inform manager of administrative supply needs or assists with ordering.
• Follows up with providers on missing slips and creates claims in EPIC.
• Responsible to work assigned revenue cycle buckets as directed.
• Must be able to work independently with little supervision.
• Adheres to SMG policies.
• Always uses discretion to ensure patient confidentiality.
• Performs other duties as requested.

Skills

Customer service

Communication

EMR experience

Microsoft Office

Education

High school diploma

Medical assistant program

Tools

Athena EMR

Job description

Brown Health Medical Group is seeking a Patient Service Specialist to join the administration team in our physician practice. You will perform front-end tasks, greet patients, handle calls and emails, and document interactions in EPIC while maintaining patient confidentiality.

The role requires strong customer service, communication, and EMR experience (Athena preferred). The position supports daily operations, insurance verification, scheduling, and outreach to patient groups.