Brown University · 6 days ago
Lead Patient Service Representative
Brown Health Medical Group Primary Care
Full-time
Hybrid
Entry, Mid Level
$20.96/hr - $34.61/hr
1+ years expBrown University is seeking a Lead Patient Service Representative for their Health Medical Group. This role is responsible for managing incoming patient calls, scheduling appointments, and supporting the call center team to achieve operational goals while ensuring a positive patient experience.
EducationHigher EducationUniversities
Responsibilities
Addresses inbound calls and communicates with Brown Health 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
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 guidelines for protecting patients’ demographic, clinical and financial information
Provides support and guidance to patient service representatives
Serves as a liaison between team and management, addressing immediate operational issues
Resolves conflicts professionally, ensuring customer satisfaction and team harmony
Training support to new hires on call center procedures, systems, and customer service best practices
Conduct refresher sessions for the team to keep skills sharp and updated
Fosters a culture of continuous learning and improvement
Communicate updates, changes, and expectations to the team effectively
Shares team feedback and insights with upper management to improve workflows or resolve issues
Assist team members in troubleshooting system issues (e.g Cisco phones, CRM software, Webex)
Works closely with manager to align team activities with departmental goals and objectives
Updates skills in Cisco based on department needs
Attends and participates in required meetings
Performs other job-related duties as assigned
Qualification
Required
High school diploma or equivalent
Minimum of 1 year of experience as a medical receptionist/secretary or with answering phones in a clinical or medical office setting
Previous experience working with an EMR
Demonstrates knowledge of exemplary customer service and ability to work collaboratively with others
Ability to show care and compassion when communicating with patients and others involved in their care
Strong oral and written communication skills
Ability to work as part of a team
Ability to multi-task and operate under pressure in a fast-paced environment
Excellent organizational skills with superb attention to detail
Ability to type and operate a computer with the skills to use technology
Knowledge and skill of Microsoft Office
Preferred
Certificate from a college or technical school in the medical field
Company
Brown University
Brown University is an Ivy League research university that provides undergraduate and graduate programs. It is a sub-organization of Brown University Health.
1001-5000 employees
H1B Sponsorship
Brown University has a track record of offering H1B sponsorships. Please note that this does not
guarantee sponsorship for this specific role. Below presents additional info for your
reference. (Data Powered by US Department of Labor)
Distribution of Different Job Fields Receiving Sponsorship
Represents job field similar to this job
Trends of Total Sponsorships
2025 (105)
2024 (84)
2023 (100)
2022 (73)
2021 (56)
2020 (40)
Funding
Current Stage
Late StageTotal Funding
$860.76MKey Investors
RI Life Science HubNASADepartment of Energy & Environment
2025-07-28Debt Financing· $500M
2025-04-11Debt Financing· $300M
2024-08-08Grant· $0.01M
Leadership Team
Diane Lipscombe
Professor of Neuroscience
J
Jane Dietze
Chief Investment Officer
Recent News
2025-12-30
Company data provided by crunchbase