Patient Services Representative

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:

1. Education: High school graduate or equivalent
2. Experience: Two years relevant customer service experience preferably in a healthcare setting
3. Certification/Licensure:
4. Software/Hardware:
5. Other: