Patient Services Representative

Signature Healthcare, MA; Brockton (MA); On-site; USD 36,000 - 48,000; Full time

Job summary

Signature Healthcare Brockton Hospital in Brockton, MA seeks a Patient Services Representative to provide empathetic patient support and resolve issues efficiently. You will assist with physician selection, schedule appointments, mail materials, and capture feedback for marketing efforts.

The role requires strong communication, basic billing assistance, and familiarity with Electronic Medical Records in a fast-paced healthcare setting.

Qualifications

• High school diploma or equivalent is required.
• Excellent communication and customer service skills.
• Healthcare setting experience preferred; EMR knowledge helpful.
• Strong typing and telephone etiquette.

Responsibilities

• Assist patients in selecting a primary care physician based on patient preference, insurance, and open panels.
• Book first-time appointments with available and appropriate primary care provider (according to patient’s insurance).
• Mail welcome letters with appointment reminder cards and patient brochure.
• Capture "how heard" and last PCP information for marketing purposes.
• Verify Masshealth insurance information for accuracy and PCP selection.
• Enter new patient insurance information, or transfer call to Pre-Registration Department to capture.
• Assist walk-in patients with simple billing questions.
• Refer/assist walk-in patients with billing questions to appropriate billing area/phone number.
• Receive and log patient payments from walk-in patients.
• Receive and sign for deposits from Liberty Street staff.
• Receive billing from APG doctor offices and secure in the safe.
• May verify insurance coverage for OBGYN patients if assigned.
• Disperse Finance petty cash, balance Finance petty cash log sheet, contact Finance to replenish as needed.
• Track and process patients coming into the group through Masshealth Primary Care Clinician Program to see if they have a PCP within our group.
• Outreach to new patients by letter to arrange registration and visits.
• Serves as liaison by reporting to Administration any patient complaints, or referring patient directly to Administration to file and resolve a complaint.
• Works with marketing on projects relative to patient contact and outreach.
• Report on patients requesting a change in primary care physicians within the group.
• Act as a resource for misdirected phone calls and walk in traffic.
• Performs other duties and required (special projects)

Skills

Communication skills

Customer service

Typing

Telephone skills

Education

High school diploma or equivalent

Tools

Electronic Medical Records (EMR)

Job description

Signature Healthcare is southeastern Massachusetts’ premier local provider of quality, personalized medical services. We are comprised of the award-winning not-for-profit Signature Healthcare Brockton Hospital; Signature Medical Group (SMG), a multi-specialty physician group of more than 150 physicians practicing in 18 ambulatory locations. We believe our distinctive Signature Healthcare team approach is the way healthcare should be: medical professionals across many locations communicating and collaborating, taking advantage of technologies and resources to make a difference in the lives and health of our patients.

Position Summary

Under the supervision of the manager, the Patient Services Representative will provide patient assistance by resolving patient problems accurately and expediently, with empathy and sensitivity toward the patient.

Location: 110 Liberty Street, Brockton, MA

Department: Patient Services

This is a full-time 40 hour/ week position

Responsibilities

• Assist patients in selecting a primary care physician based on patient preference, insurance, and open panels.
• Book first-time appointments with available and appropriate primary care provider (according to pt’s insurance).
• Mails welcome letters with appointment reminder cards and patient brochure
• Capture "how heard" and last PCP information for marketing purposes
• Verify Masshealth insurance information for accuracy and PCP selection
• Enters new patient insurance information, or transfers call to Pre-Registration Department to capture
• Assist walk-in patients with simple billing questions
• Refer/assist walk-in patients with billing questions to appropriate billing area/phone number
• Receive and log patient payments from walk-in patients
• Receive and sign for deposits from Liberty Street staff
• Receive billing from APG doctor offices and secure in the safe
• May verify insurance coverage for OBGYN patients if assigned
• Disperse Finance petty cash, balance Finance petty cash log sheet, contact Finance to replenish as needed
• Track and process patients coming into the group through Masshealth Primary Care Clinician Program to see if they have a PCP within our group.
• Outreach to new patients by letter to arrange registration and visits.
• Serves as liaison by reporting to Administration any patient complaints, or referring patient directly to Administration to file and resolve a complaint.
• Works with marketing on projects relative to patient contact and outreach
• Report on patients requesting a change in primary care physicians within the group
• Act as a resource for misdirected phone calls and walk in traffic
• Performs other duties and required (special projects)

Basic Knowledge/Skills/Aptitude/Experience

• Excellent computer, customer service, typing and telephone skills required
• Must have excellent communication skills and ability to use appropriate judgment to resolve issues and problems within the scope of the position
• Knowledge of Electronic Medical Records helpful
• Environment/Exposure: Majority of time spent sitting. It is not reasonable to anticipate that associates in this position will have exposure to bloodborne pathogens in the course of regularly scheduled activities

Education/Experience/Licenses/Technical/Other

• Education: High school graduate or equivalent
• Experience: Two years relevant customer service experience preferably in a healthcare setting
• Certification/Licensure:
• Software/Hardware:
• Other: