Patient Service Assistant

Position Highlights

• Department: MHPC Administration
• Hours: 40.00 per week
• Shift: Shift 1

Position Summary

The Medical Call Center Representative is the central point of communication for patients calling to request an appointment. They will schedule appointments for patients at their request with their provider or next available provider when appropriate. They provide a superior level of service excellence to patients, physicians and staff in a caring and supportive manner. The Medical Call Center Representative protects patients’ rights by maintaining strict patient confidentiality of personal and financial information at all times.

Essential Duties & Responsibilities

Under general supervision or direction (see last page for definitions and choose only 1):

• Answer calls expeditiously in a professional and courteous manner using a multi line telephone system.
• Schedule patient appointments with their PCP or other available provider as needed
• Triage patients to the Central Triage Nurse or Office Nurse as indicated following the Acute Appointment Guide..
• Obtain and enter accurate patient demographic information into EMR.
• Schedule and confirm all related details of appointments.
• Email or mail appointment information to new patients & Medicare Wellness Packets prior to scheduled visit in accordance with department policies.
• Work Queue Management
• InBox Management
• Incoming email appointment request management
• Defines and resolves patient/provider scheduling issue/problems, bringing concerns to Team Lead or Manager as necessary.
• Optimize patient satisfaction, provider time and treatment room utilization by scheduling office appointments for patients in accordance with established procedures and appropriate visit durations, while ensuring all necessary current documentation and processes are understood by the patient.
• Answer questions and offer other information, as requested, to provide patient-focused service and a positive impression of the organization.
• Performs these functions in accordance with defined individual and workgroup goals and metrics
• Performs related duties in support of efficient operations

Minimum Qualifications

• High school diploma or GED

• Exceptional customer service and telephone etiquette.

• One year of experience in customer service and/or related clinical environment.

• Working knowledge of medical terminology.

Preferred Qualifications

• Associate’s Degree or related healthcare certification preferred.

• Epic EMR experience helpful.

Comprehensive Benefits Offered

• Competitive and affordable benefits package
• Shift Differentials
• Continuing Education assistance
• Tuition reimbursement
• Student Loan relief through Fiducius
• Quick commute access from I-84, Route 9 and surrounding areas

About Middlesex Health

The Smarter Choice for your Career!

Come join one of Connecticut’s Top Workplaces, and a Magnet designated organization! At Middlesex Health, we have a unique combination of award-winning talent, world-class technology, and patient-first care that's making health care better. Through our affiliation with the Mayo Clinic Care Network, Middlesex Health has access to the most advanced medical knowledge and research available.