Patient Service Representative

About This Role

Serve as a Patient Service Representative I for Atrius Health, handling incoming calls and inquiries, managing appointments, and providing exceptional customer service to strengthen patient-clinician relationships. This role supports patients in eastern Massachusetts, resolving issues and facilitating administrative needs.

Responsibilities

• Screen all incoming patient inquiries (phone, online, medical record message) to determine appropriate handling or direction to other team members
• Provide courteous, friendly, problem-solving, and patient-focused communication
• Resolve issues in areas involving patient satisfaction, patient flow, and compliance with procedures, advocating for patients as appropriate
• Participate in resolving operational difficulties and communicate with supervisor regarding department issues and problems
• Resolve patient issues and ensure satisfaction, referring complex calls to higher-level staff when necessary
• Initiate requests for forms, letters, medication renewals, referrals, prior authorizations, and other administrative needs submitted by patients
• Review and facilitate updating missing/outdated patient record information, including demographics, primary care physician selection, and insurance
• Develop and maintain effective communication with patients, interdisciplinary teams, department staff, providers, and other agencies
• Review department appointment schedules to optimize clinic utilization and support patient needs
• Assist with basic data collection activities, ensuring data accuracy (e.g., no show reports, telephone statistics)
• Participate in problem-solving activities focused on productivity and quality, working with supervisors for continuous department improvement
• Participate in special projects and ongoing programs unique to the department

Requirements

• Electronic medical record (EMR) experience and/or aptitude to master EMR based on other technology experience
• Computer experience with ability to use word processing and spreadsheet programs
• Demonstrated technology-literate skill sets
• Demonstrated ability to communicate in a professional and appropriate manner
• Demonstrated solid interpersonal, customer service, time management, and organizational skills
• Demonstrated excellent problem-solving and multi-tasking abilities
• Live within a commutable distance in Massachusetts

Nice to Have

• 1+ years of experience working in a clinical or customer service setting
• Working knowledge of patient related documents

Skills

* Required skills

Benefits