Patient Care Representative

Cape Cod Healthcare•Orleans, MA

About The Position

The Patient Care Representative advocates for patients’ appointments and healthcare needs, responds to patient questions and concerns, and communicates unresolved issues to a manager or designee to facilitate timely intervention. The role processes messages and shares them with physicians and their teams when necessary, while maintaining accurate records of calls and related details. Representatives answer phones according to department standards and communicate effectively when assigned to the call center. The position also involves active participation in team meetings and other work-related duties as assigned. The representative is expected to provide consistent service excellence to patients, family members, visitors, volunteers, and coworkers in keeping with MACC’s CARES commitment: compassion, accountability, respect, excellence, and service.

Requirements

Ability to read, write, and communicate in English at the level of a high school graduate.
Ability to work independently in a fast-paced environment.
Excellent telephone and communication skills.
Strong interpersonal, customer service, and time management skills.
Experience with current office technology and proficiency with computer office applications.

Nice To Haves

At least one year of experience in a clinical setting.

Responsibilities

Advocate for patients’ appointments and healthcare needs.
Communicate unresolved issues to a manager or designee to facilitate timely interventions.
Maintain accurate records of calls and corresponding details.
Efficiently address patient questions and concerns.
Process messages and report them to the respective physicians and their teams whenever necessary.
Attend and actively participate in team meetings.
Answer phones in accordance with department standards to achieve expected goals.
Communicate effectively and efficiently when assigned to the call center.
Provide service excellence to patients, family members, visitors, volunteers, and coworkers in a manner reflecting MACC’s CARES commitment.
Perform other work-related duties as assigned.