Preventive Care Outreach Specialist

Davita Inc.; Somerville (MA); Hybrid; USD 35,000 - 45,000; Full time

Job summary

A leading healthcare provider is seeking a Customer Service Representative for a hybrid role involving patient registration and appointment scheduling. The ideal candidate will ensure quality service to patients and providers while managing confidential information and compliance with HIPAA standards. Experience in a healthcare setting is preferred, and the position requires a High School Diploma.

Qualifications

• High School Diploma or Equivalent required.
• 0-1 years of customer service experience in a call center or healthcare needed.
• Epic experience preferred.

Responsibilities

• Coordinates registration and scheduling for new patient appointments.
• Documents all patient information in compliance with procedures.
• Maintains confidentiality and privacy consistent with HIPAA guidelines.

Skills

Customer service skills

Communication skills

Interpersonal skills

Detail-oriented

Judgment in confidentiality

Education

High School Diploma or Equivalent

Tools

Microsoft Outlook

Excel

Job description

Under direction, receives incoming communication and online requests from both patients and referring providers interested in accessing care. Performs patient registration, and scheduling processes. Ensures that patients, referring providers and other customers receive timely, efficient and high-quality service.
Essential Functions
-Coordinates the registration and scheduling for new patient appointments.
-Documents all patient demographic, medical, financial, and referral information into the computer in strict compliance with established department procedures for the purpose of getting a hospital registration number and scheduling an appointment.
-Answers telephone, triages calls, and takes accurate and detailed messages using professional and courteous customer service techniques.
-Provides basic information and instructions to patients regarding the practice and Hospitals across the enterprise.
-Obtains all patient information required by the providers prior to an appointment. Ensures that the medical records are available to all health care providers.
-Completely and accurately transcribes call, referral and scheduling information in multiple systems.
-Provides excellent customer service to both internal and external customers of the Mass General Brigham Hospitals and ambulatory practices; supports ongoing communication and provides service recovery when needed with patients and referring physicians.
-Maintains confidentiality and privacy consistent with HIPAA guidelines.

Education

• High School Diploma or Equivalent required

Experience

• At least 0-1 years of customer service work experience, specifically in a contact/call center environment required and
• At least 0-1 years of experience in a medical office or health care setting, with Epic experience preferred

Knowledge, Skills, and Abilities

• Excellent customer service skills.
• -Knowledge of basic computer skills, including demonstrated ability to effectively use Microsoft Outlook, Excel, and general data entry concepts and search functionality.
• Strong communication, interpersonal, and team skills.
• Ability to exercise judgment in dealing with sensitive, confidential information.
• Detail-oriented with the ability to enter information accurately on paper and into electronic systems.
• Ability to handle a high volume of calls and work in a fast-paced environment.
• Requires the ability to translate the request of the patient or referring office into the appropriate action - appointment scheduling or cancelling, message to the provider, update insurance or demographic information - using the tools and protocols available.
• Requires an in-depth knowledge of the referral triage processes and knowledge of insurance stipulations that may affect appointment scheduling.

Working Conditions

• This is a hybrid role with 1-2x/month required onsite at Assembly Row, Somerville
• Monday through Friday, 8:30 AM-5 PM ET

Mass General Brigham Community Physicians, Inc. is an Equal Opportunity Employer. By embracing diverse skills, perspectives and ideas, we choose to lead. 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.