Patient Service Rep

Brown Medicine; Baltimore (MD); On-site; USD 25,000 - 41,000; Full time

Job summary

Brown University Health is seeking a Customer Service/Patient Support role to handle incoming patient calls, schedule appointments and route messages across office locations. The position emphasizes compassionate service and accurate data entry into the EMR in line with organizational values.

The role requires strict adherence to HIPAA, professional communication, and collaboration with various office teams to ensure seamless patient care and timely information flow.

Qualifications

• Pay range shown for hourly compensation.

Responsibilities

• Addresses inbound calls and communicates with BHMGPC offices about patient matters.
• Answers phone calls in a courteous manner, identifying self and obtaining reason for call.
• Documents all interactions according to SOP and enters information in the EMR.
• Schedules patient appointments according to guidelines for each office location.
• Verifies patient demographics and pharmacy information.
• Follows protocol for handling each call as approved by Brown Health Medical Group Primary Care.
• Effectively manages multi-line phone system.
• Coordinates communication regarding high-risk patients with the appropriate office or department.
• Adheres to HIPAA and protects patient privacy.

Job description

SUMMARY:

Responsible for handling incoming patient calls, scheduling patient appointments and routing messages appropriately to the office locations. This position plays an important role in providing outstanding customer service to all patients. Brown University Health employees are expected to successfully role model the organization’s values of Compassion, Accountability, Respect, and Excellence as these values guide our everyday actions with patients, customers and one another. In addition to our values, all employees are expected to demonstrate the core Success Factors which tell us how we work together and how we get things done. The core Success Factors include: Instill Trust and Value Differences Patient and Community Focus and Collaborate

RESPONSIBILITIES:

• Addresses inbound calls and communicates with BHMGPC offices about patient matters
• Answers phone calls in a courteous manner, identifying self and obtaining reason for call
• Documents all interactions according to standard operating procedures and accurately and appropriately enters information in the electronic medical record (EMR)
• Schedules patient appointments according to the guidelines for each office location
• Verifies patient demographic and pharmacy information
• Follows the protocol for handling each call according to specific criteria approved by Brown Health Medical Group Primary Care
• Effectively manages multi-line phone system
• Coordinates communication and information regarding high risk patients with the appropriate office or department
• Adheres to federal and local confidentiality laws, including HIPAA, ensuring patient privacy
• Follows Brown Health Medical Group Primary Care guidelines for protecting patients’ demographic, clinical and financial information
• Performs other job-related duties as assigned

MINIMUM QUALIFICATIONS:

Pay Range:

$18.13-$29.90

EEO Statement:

Brown University Health is committed to providing equal employment opportunities and maintaining a work environment free from all forms of unlawful discrimination and harassment.

Location:

Brown Health Medical Group Primary Care - 593 Eddy St - Executive Suite Providence, Rhode Island 02903

Work Type:

M-F 8am-4:30pm

Work Shift:

Day

Daily Hours:

8 hours

Driving Required:

No