Lead Patient Service Representative

Brown Medicine•Baltimore, MD

3d•$21 - $35•Onsite

About The Position

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. Brown University Health employees are expected to successfully role model the organization's values of Compassion, Accountability, Respect, and Excellence as these values guide our everyday actions with patients, customers and one another. In addition to our values, all employees are expected to demonstrate the core Success Factors which tell us how we work together and how we get things done. The core Success Factors include: Instill Trust and Value Differences Patient and Community Focus and Collaborate

Requirements

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

Nice To Haves

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

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
Identify opportunities to improve the patient experience
Promote a customer-first attitude within the team.