Atrius Health, an innovative healthcare leader, delivers an effective system of connected care for more than 690,000 adult and pediatric patients at 30 medical practice locations in eastern Massachusetts. Atrius Health’s 645 physicians and primary care providers, along with 420 additional clinicians, work in close collaboration with hospital partners, community specialists and skilled nursing facilities. Our vision is to transform care to improve lives. Atrius Health provides high-quality, patient-centered, coordinated, cost effective care to every patient we serve. By establishing a solid foundation of shared decision making, understanding and trust with each of its patients, Atrius Health enhances their health and enriches their lives. Atrius Health is part of Optum, a health services company focused on building the leading value-based care system in the country.

SUMMARY

Under direct supervision, assists patients through management of incoming calls related to various appointment and medical care needs. The Patient Service Representative II plays an integral role as a member of the patients care team by screening all incoming calls and/or myhealth messages and helping complete the request with first call resolution or directing to another member of the interdisciplinary care team. Provides extraordinary customer service and strong problem solving skills to strengthen the patient/ care team relationship. Manges a high volume of calls most often from a remote setting for a defined service line and is responsible to organize and prioritizes action items following standard work, including allocating tasks to the appropriate member of the care team, and ensuring efforts are coordinated and avoid duplication. As a level II representative, utilizes advanced skill set to perform all duties of the Patient Service Representative I, consistently meets all performance expectations set forth by the service line and serves as resource and mentor for other Patient Service Representatives. Manages more complex work including support to multiple regions, specialties and/or service lines Must have clear verbal and written communication skills to ensure the patient and team members understand next steps.

EDUCATION/LICENSES/CERTIFICATIONS

• High School diploma or equivalency certificate (e.g. GED, HiSET, TASC Test) from an accredited institution or governmental unit required

EXPERIENCE

• A minimum of three years in a clinical or customer service setting preferred.
• Strong technical proficiency in Microsoft, scheduling software and electronic medical records systems (Epic or equivalent).
• Strong problem solving and complex patient management skills preferred.

SKILLS

• Provide a high level of customer service to patients, visitors, staff and external customers in a professional, service-oriented, respectful manner using skills in active listening and problem solving. Ability to remain calm in stressful situations.
• Make decisions that are guided by general instructions and practices requiring some interpretation. May make recommendations for solving problems of moderate complexity and importance.
• Address problems that are varied, requiring analysis or interpretation of the situation using direct observation, knowledge and skills based on general precedents.
• Summarize and communicate moderately complex information in varied written formats to internal and external customers.
• Comprehend and communicate complex verbal information to medical center staff, patients, families, and external customers.
• Demonstrate full working knowledge of standard work, practices, procedures, and policies with the ability to use them in varied situations.
• Work collaboratively with interdisciplinary teams of consisting of remote and onsite staff to improve the operations of immediate work group by offering ideas, identifying issues, and respecting team members.

Atrius Health is committed to a policy of non-discrimination and equal employment opportunity. All patients, employees, applicants, and other constituents of Atrius Health will be treated with respect and dignity regardless of race, national origin, gender, age, religion, disability, veteran status, marital/domestic partner status, parental status, sexual orientation and gender identity and/or expression, or other dimensions of diversity.

Benefits Include:

· Up to 8% company retirement contribution,

· Generous Paid Time Off

· 10 paid holidays,

· Paid professional development,

· Generous health and welfare benefit package.

Atrius Health is an equal opportunity/affirmative action employer and does not discriminate in recruiting, hiring, training, promoting or any other employment practices on the basis of race, color, religion, sex, marital status, age, sexual orientation, gender identity, national origin, military service or application for military service, veteran or disability status.

Applicants have rights under Federal Employment Laws: Family and Medical Leave Act (FMLA);Equal Employment Opportunity (EEO); and Employee Polygraph Protection Act (EPPA).

VEVRAA Federal Contractor

Request Priority Protected Veteran & Disabled Referrals for all of our locations within the state