Patient Service Representative

1400 The Spaulding Rehabilitation Hospital Corporation; Boston (MA); On-site; USD 25,000 - 34,000; Full time

Job summary

Spaulding Rehabilitation Hospital Corporation seeks an Advanced Patient Service Representative to manage outpatient registration, scheduling, and insurance verification with a strong customer-service focus.

In this onsite role at 300 First Avenue, you will greet patients, complete pre-registration and ensure accurate records while coordinating with front-office staff and insurance carriers. The position emphasizes attention to detail, teamwork, and commitment to quality patient care.

Qualifications

• High school graduate required.
• Associate’s degree preferred.
• Two years experience in a medical/physicians office setting and/or insurance benefits experience preferred.
• Proficient with computer systems and patient registration processes.

Responsibilities

• Answer phones, assist customers, and support cross-trained responsibilities.
• Schedule appointments and handle pre-registration and patient flow.
• Verify insurance coverage and coordinate with staff per center standards.
• Greet patients, notify appropriate staff, and manage patient arrival.
• Perform administrative duties including phones, appointments, photocopying, and filing.
• Maintain medical records setup, discharge, and accuracy per guidelines.
• Process monthly patient satisfaction questionnaires and support center goals.
• Enter and reconcile therapy charges as assigned.

Skills

Communication skills

Interpersonal skills

Independent worker

Time management

Attention to detail

Education

High school diploma

Associate's degree preferred

Tools

Microsoft Office

EMR systems

Job description

Site: The Spaulding Rehabilitation Hospital Corporation Mass General Brigham relies on a wide range of professionals, including doctors, nurses, business people, tech experts, researchers, and systems analysts to advance our mission. As a not-for-profit, we support patient care, research, teaching, and community service, striving to provide exceptional care. We believe that high-performing teams drive groundbreaking medical discoveries and invite all applicants to join us and experience what it means to be part of Mass General Brigham.

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.)

• 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) Pay Range $17.71 - $25.28/Hourly Grade 2

At Mass General Brigham, we believe in recognizing and rewarding the unique value each team member brings to our organization. Our approach to determining base pay is comprehensive, and any offer extended will take into account your skills, relevant experience if applicable, education, certifications and other essential factors. The base pay information provided offers an estimate based on the minimum job qualifications; however, it does not encompass all elements contributing to your total compensation package. In addition to competitive base pay, we offer comprehensive benefits, career advancement opportunities, differentials, premiums and bonuses as applicable and recognition programs designed to celebrate your contributions and support your professional growth.

EEO Statement: 1400

The Spaulding Rehabilitation Hospital Corporation is an Equal Opportunity Employer. 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. To ensure reasonable accommodation for individuals protected by Section503 of the Rehabilitation Act of 1973, the Vietnam Veteran’s Readjustment Act of 1974, and TitleI of the Americans with Disabilities Act of 1990, applicants who require accommodation in the job application process may contact Human Resources at (857)-282-7642.

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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Mass General Brigham is a passionate, welcoming community where minds meet caring hearts. Come be a part of the world’s most powerful force in medicine, where every role is important in changing lives. Are you ready? Our history includes New England hospitals founded over 200 years ago, some of the first and most prestigious hospitals in the world. Built on the legacy of two leading academic medical centers, we’re more than a system—we’re leaders in the practice of medicine. Mass General Brigham is committed to serving the community. We are dedicated to enhancing patient care, teaching and research, and taking a leadership role as an integrated health care system. We recognize that increasing value and continuously improving quality are essential to maintaining excellence.