Apply on Employer Site

Brown University Health · 1 week ago

Lead Patient Service Representative

Providence, RI

Full-time

Onsite

Entry, Mid Level

$20.96/hr - $34.61/hr

1+ years exp

Brown University Health is a healthcare provider dedicated to ensuring a smooth operation of their call center. The Lead Patient Service Representative is responsible for managing incoming patient calls, scheduling appointments, and providing guidance to team members while ensuring adherence to confidentiality laws and organizational values.

EducationHealth CareMedicalUniversities

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

EMR experienceCustomer serviceMulti-line phone systemMicrosoft OfficeTeam collaborationCompassionate communicationMulti-taskCommunication skillsOrganizational skillsAttention to detail