Lead Patient Service Rep

Summary:

Responsible for handling incoming patient calls scheduling patient appointments and routing messages appropriately to the office locations. This position plays an important role in ensuring the smooth operation of the call center by supporting the team and assisting the manager in achieving department goals. The position involves providing guidance to representatives. The Lead works closely with the manager to improve workflows performance metrics and foster a positive-high performing ream environment.

PRIMARY DUTIES AND RESPONSIBILITIES:

1. Addresses inbound calls and communicates with Brown Health offices about patient matters

2. Answers phone calls in a courteous manner identifying self and obtaining reason for call

3. Documents all interactions according to standard operating procedures and accurately and appropriately enters information in the electronic medical record (EMR)

4. Schedules patient appointments according to the guidelines for each office location

5. Verifies patient demographic and pharmacy information

6. Follows the protocol for handling each call according to specific criteria approved by Brown Health

7. Effectively manages multi-line phone system

8. Coordinates communication and information regarding high-risk patients with the appropriate office or department

9. Adheres to federal and local confidentiality laws including HIPAA ensuring patient privacy

10.Follows Brown Health guidelines for protecting patients* demographic clinical and financial information

11.Provides support and guidance to patient service representatives

12.Serves as a liaison between team and management addressing immediate operational issues

13.Resolves conflicts professionally ensuring customer satisfaction and team harmony.

14.Training support to new hires on call center procedures systems and customer service best practices

15.Conduct refresher sessions for the team to keep skills sharp and updated.

16.Fosters a culture of continuous learning and improvement.

17.Communicate updates changes and expectations to the team effectively

18.Shares team feedback and insights with upper management to improve workflows or resolve issues

19.Assist team members in troubleshooting system issues (e.gCisco phones CRM software Webex)

20.Works closely with manager to align team activities with departmental goals and objectives

21.Updates skills in Cisco based on department needs

22.Attends and participates in required meetings

23.Performs other job-related duties as assigned

REQUIRED QUALIFICATIONS:

1. High school diploma or equivalent

2. Certificate from a college or technical school in the medical field preferred

3. Minimum of 1 year of experience as a medical receptionist/secretary or with answering phones in a clinical or medical office setting

4. Previous experience working with an EMR

5. Any combination of education and experience that is substantially equivalent is also acceptable

Knowledge Skill and Ability:

1. Demonstrates knowledge of exemplary customer service and ability to work collaboratively with others

2. Ability to show care and compassion when communicating with patients and others involved in their care

3. Strong oral and written communication skills

4. Ability to work as part of a team

5. Ability to multi-task and operate under pressure in a fast-paced environment

6. Excellent organizational skills with superb attention to detail

7. Ability to type and operate a computer with the skills to use technology

8. Knowledge and skill of Microsoft Office

9. Identify opportunities to improve the patient experience

10.Promote a customer-first attitude within the team.

Physical Requirements:

1. This role works primarily in a hybrid remote capacity and has regular communications through virtual meetingssome timein the office may be required for meetings trainings onboardings etc.

2. Prolonged periods of sitting at a desk or standing while using a computer

3. Work and move among all departments of Brown University Health

4. Excellent hand/eye coordination

5. Lift up to 15 pounds

6. Manual dexterity to operate a personal computer or laptop as well as standard office machines and equipment as it pertains to one*s position

Visual Acuity Hearing and Speaking:

Capability to transfer information from original source to paper computer telephone and in person

*This position description does not list all duties of the position. The employee may be asked by his or her supervisor manager or director to perform other duties. The employee will be evaluated in part based on the performance of the tasks contained herein.

Brown University Health is an Equal Opportunity / Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to race color religion sex national origin age ethnicity sexual orientation ancestry genetics gender identity or expression disability protected veteran or marital status. Brown University Health is a VEVRAA Federal Contractor.

Location: Brown Health Medical Group Primary Care USA:RI:Providence

Work Type: Full Time

Shift: Shift 1

Union: Non-Union