Patient Services Representative

Welcome Health, Inc • Brockton, MA

2d • Onsite

About The Position

Welcome Health is redefining what primary care for older adults can look like: deeply personal, relationship driven, and grounded in what matters most to each individual. Built on the principles of geriatric medicine and backed by SCAN Group, Welcome Health delivers care that meets patients where they are, including in home, in clinic, and virtual visits. Welcome Health is led by a team of clinicians and professionals who believe healthcare works best when time, trust, and humanity are at the center. Our providers are empowered to slow down, listen closely, and build lasting relationships with the people they serve. That same mindset applies to our employees – we invest in them by fostering a supportive environment where clinical excellence, collaboration, and worklife balance are truly valued. Welcome Health is a place where mission and medicine align – and where meaningful work is done every day, with purpose and pride. This position will work at the Welcome Health Clinic in Riverside. Welcome Health is a medical group providing best in class primary care to older adults in clinic, virtually, and in home. Grounded in the science and art of geriatric medicine, our providers seek to remove the barriers that older adults face in their pursuit of what matters most to them. Our philosophy is based on four underlying principles: 1) deliver high quality care; 2) prioritize the patient experience; 3) provide personalized care centered on the patient’s goals; and 4) leverage a team-based, holistic model of approach to care delivery. We seek a patient services representative (PSR) passionate about delighting patients, fanatical about attention to detail, and dedicated to fulfilling Welcome Health's mission. Welcome Health is a primary care group focused on serving Medicare Advantage patients predominantly, but not exclusively, in the patient's home. Backed by SCAN Group, whose holdings include SCAN Health Plan, one of the nation’s largest not-for-profit Medicare Advantage plans, Welcome Health is growing and actively accepting new patients in the greater Los Angeles / Orange County area.

Requirements

• High School Diploma or equivalent experience
• Experience in a healthcare environment working directly with patients, preferably in an out-patient setting.
• Multi-phone line and/or multi-channel experience
• Ability to type 35 wpm or more
• Data entry experience
• Basic proficiency in MS office products
• US work authorization
• Tuberculosis Screening Policy: To ensure the health and safety of our members, if you are selected for this position, your job offer with SCAN will be contingent on providing proof of Tuberculosis screening upon hire or providing proof of a negative screening within the last year. If you have a disability/medical reason or sincerely held religious belief that prevents you to provide information required in this policy, SCAN will initiate and engage in the interactive process to evaluate what, if any, reasonable accommodations may be available.
• A background check is required.

Nice To Haves

• Prior experience working with older adults (65+)
• Medical office: 2 years
• Strong analytical skills
• Basic problem-solving skills
• Good communication and interpersonal skills
• Prior experience using Athena is a plus
• Fluency in Spanish is strongly preferred. Test will be administered to assess proficiency if applicable.

Responsibilities

• Ensures equipment and supplies are maintained, reordered, and stocked as needed.
• Keeps the work environment (desk and reception area) clean, tidy, and free from clutter at all times.
• Maintains a clean and sanitary clinic environment through daily cleaning.
• Provides an effective and efficient reception service to patients and visitors, addressing general inquiries, scheduling and confirming appointments, verifying demographics and insurance, collecting co-pays, and managing the check-out process.
• Ensures all patients are registered in the EHR promptly and accurately.
• Maintains situational awareness, advises patients of delays, and offers appropriate apologies.
• Demonstrates active concern for all customers by responding to their needs and expectations in a positive and exemplary manner.
• Handles complaints in a responsive and professional manner, promoting positive interpersonal relationships.
• Actively identifies and reports opportunities for improvement, seeks solutions, and communicates through the proper chain of command.
• Participates in departmental performance improvement activities, including committee involvement and monitoring PI criteria and indicators.
• Safely performs job duties by maintaining a safe and clean work environment and practicing safe work habits.
• Demonstrates understanding of fire, disaster, safety, and infection control policies, and completes all required training and meetings in a timely manner.
• Ensures the proper utilization of resources, including efficient management of supplies and equipment.
• Actively supports the achievement of Welcome Health’s Vision and Goals.
• All other duties as assigned.

Benefits

• Base salary range: $20.00 to $25.00 per hour
• An annual employee bonus program
• Robust Wellness Program
• Generous paid-time-off (PTO)
• Eleven paid holidays per year, plus 1 floating holiday, plus 1 birthday holiday
• Excellent 401(k) Retirement Saving Plan with employer match and contribution
• Robust employee recognition program
• Tuition reimbursement
• An opportunity to become part of a team that makes a difference to our members and our community every day!

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: High school or GED