Patient Services Concierge & Scheduling Advocate

Brown University Health; United States; On-site; USD 25,000 - 41,000; Full time

Job summary

Brown University Health is seeking a patient services representative who will handle incoming calls, schedule appointments, and route messages across Brown Health Medical Group Primary Care offices in Providence. The role emphasizes delivering outstanding customer service to patients and colleagues.

You will document interactions in the EMR, verify demographics and pharmacy details, and adhere to HIPAA and confidentiality standards while guiding callers to the appropriate office.

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

Job description

Brown University Health is seeking a patient services representative who will handle incoming calls, schedule appointments, and route messages across Brown Health Medical Group Primary Care offices in Providence. The role emphasizes delivering outstanding customer service to patients and colleagues.

You will document interactions in the EMR, verify demographics and pharmacy details, and adhere to HIPAA and confidentiality standards while guiding callers to the appropriate office.