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:

• Education: High school graduate or equivalent

• Experience: Two years relevant customer service experience preferably in a healthcare setting

• Certification/Licensure:

• Software/Hardware:

• Other: