Patient Services Representative - Urgent Care Resource Center (Hybrid)

About Us

Mass General Brigham Integrated Care is a system-led operating entity formed by Mass General Brigham to develop new high quality, low cost, innovative community-based ambulatory care.This work stems from Mass General Brigham’s unified system strategy to bring health care closer to patients while lowering total health care costs. MGB Integrated Care will provide a wide range of offerings, including outpatient surgery, imaging, primary care, behavioral and mental health, and specialty care, both digitally as well as at physical locations across the state and region.

We aspire to be people’s first choice for health and care

– rooted in well-being and kindness –

by bringing world-class care closer to home (or at home!) and

being the bridge to world-renowned hospitals and research when needed.

We are looking for team members who possess not only the relevant skills and growth potential, but positive attitudes, flexibility, and creative mindsets to join our expanding team. Opportunities exist for team members to contribute both in their primary domain as well as in other areas of the organization.

Our core values are shared fundamental beliefs that guide our decision-making and behavior and bind us together as a team. At MGB Integrated Care, we are:

• Bravely Human: We approach our work with empathy, vulnerability, and kindness.
• Clearly Honest: We seek to provide clarity amongst our teams and patients.
• Proudly Collaborative: We are all part of a team - each bringing our unique talents to bear.
• Intentionally Consistent: We intentionally live our purpose, providing a cohesive experience for both patients and providers.
• Exceptionally Creative: We continue to learn, grow, and iterate on the ways we work.

The Opportunity: Patient Services Representative

Why This Role Is Important

The Patient Service Representative will be the first point of contact for Mass General Brigham Urgent Care (MGBUC) patients. They are responsible for answering inbound calls, emails, and online appointments for all MGBUC locations. The PSR will handle all patient inquiries, including, but not limited to, scheduling and/or rescheduling appointments, conducting follow-up calls with patients, resolving patient questions/concerns regarding medication refills, insurance verifications, and other activities to resolve patient requests satisfactorily. They will document patient information in the appropriate systems per policy.

Our Urgent Care centers serve as a convenient and affordable urgent care option for those living and working in the Greater Boston area. Our qualified, friendly health care providers treat adults and children (age 3 and up). From coughs and colds to cuts and broken bones, our providers offer great care for a range of illnesses and injuries in clean, modern centers. We know urgent medical situations often happen unexpectedly, so our clinics are open seven days a week. Most visits last less than an hour, so our patients can get back to what matters. Mass General Brigham now offers convenient, high-quality virtual urgent care services for many health conditions and minor injuries as well.

The Patient Service Representative supports patient access to MGBUC and Virtual UC services by supporting operations by facilitating communication for environmental and safety/security support and with staff scheduling coverage coordination.

Schedule

3, 12.5-hour shifts per week with weekend rotation

Location

New hires are expected to be onsite at Assembly Row or at our Urgent Care centers for orientation/training the first few weeks of employment. The role will be predominantly remote after the successful completion of the training program. There may be occasional need to travel to one of our Urgent Care centers or Assembly Row for specific meetings/trainings.

What You’ll Work On

• Communicates with patients and staff by using multiple advanced communication tools, including phone call handling telecommunication system, emails, faxes and online chats and online scheduling applications.
• Answers and resolves patient inquires, in a professional, empathetic and patient-centered way, through the use of effective listening, written and verbal communication skills.
• Utilizes established guidelines to ensure patients issues are addressed in a timely manner.
• Escalates any issues that fall outside of an existing protocol or process to meet the needs of the patient.
• Provides accurate and detailed information and updates patient’s records, using designated tools.
• Maintain a professional, courteous, and positive manner during all interactions.
• Participates in staff meetings and is expected to identify process issues that are obstacles to providing a positive patient experience.
• Conforms to MGBUC standards of performance and conduct, including those pertaining to patient rights and HIPAA and privacy rules, so that the best possible level of service is provided for all patients.
• Follow established health and safety protocol.
• Retrieves MGBUC staff callouts each day and records using existing protocols.
• Assists with scheduling of staff
• Other duties as required.

About You

• High school degree required; Bachelor’s degree preferred
• 2+ years of call center experience in a high-volume professional medical setting, preferred
• 1+ years of scheduling experience, preferred
• Have excellent communications skills (oral and written) and be able to communicate effectively with patients over the phone, email and other communications
• A proven track record of persisting through change, demonstrating a forward-thinking perspective when under pressure and consistently stepping up to take action on challenges
• Proficiency in technology including navigating the internet and using multiple software systems simultaneously
• Proficiency with an EHR, Epic experience preferred

Mass General Brigham is an Equal Opportunity Employer. By embracing diverse skills, perspectives, and ideas, we choose to lead. All qualified applicants will receive consideration for employment without regard to race, color, religious creed, national origin, sex, age, gender identity, disability, sexual orientation, military service, genetic information, and/or other status protected under law. We will ensure that all individuals with a disability are provided a reasonable accommodation to participate in the job application or interview process, to perform essential job functions, and to receive other benefits and privileges of employment.