Patient Service Representative

The Opportunity

As a Patient Service Representative, you'll be the first point of contact for patients calling for support with our Primary Care services. In this vital role, you'll help keep patient records organized and up to date while providing key administrative support to ensure our clinics run smoothly.

This position is ideal for someone who is eager to learn, delivers excellent customer service, and thrives in a fast-paced environment. Your adaptability, problem-solving skills, and commitment to patient care will play a key role in helping us grow and serve our communities each day.

This is an office-based role requiring you to be in our corporate headquarters in Portsmouth, NH.

Your Impact

• Create a Great Patient Experience: Serve as the first point of contact for patients over the phone-providing friendly, helpful, and informative service.
• Build positive, professional relationships with providers and clinic staff.
• Educate patients about our value-based care model and their role in it.
• Manage inbound and outbound calls, including scheduling appointments.
• Register patients by collecting and updating accurate information in the Electronic Medical Record (EMR) system.
• Provide backup support to the Patient Advocate team and assist the Population Health team as needed.
• Support Daily Administrative Operations: Perform a variety of administrative tasks, including photocopying, generating reports, and managing forms and charts.
• Use the EMR to document patient communications, manage appointments, and support clinical operations.
• Continue to learn and improve your skills using the EMR to better support patients and clinical workflows.
• Support Medical Records Management: Ensure medical records are complete and current by requesting and tracking documentation from previous providers.
• Electronically file and organize incoming medical records.
• Assist the clinical team with retrieving and managing patient records as needed.

Required Availability

• Must be able to work 40 hours a week, Monday through Friday in-office.

Who You Are

• Education: High School Diploma or GED required.
• Experience: Previous experience in primary care setting as a Medical Receptionist.
• Proactive and confident communicator (written and verbal). Foreshadows and elevates concerns as they arise, unafraid of professional directness both with colleagues and patients.
• Compassionate, authentic, and patient focused. Supports patients through kindness; demonstrating understanding for others and contributing to creating a community of belonging.
• Effective communicator and cross collaborator: Ability to establish and maintain positive relationships with patients, team members, and stakeholders across the organization.
• Technically savvy: Proficient with Microsoft Office Suite or related software. Must be able and willing to navigate and learn multiple systems
• Detail-oriented with excellent organizational skills. Ability to juggle and prioritize multiple high-priority tasks and handle a fast-paced work environment.
• Excellent team player: You enjoy collaborating with others and being a part of a strong team dynamic.
• Driven and self-motivated: Capable of working independently, possess a level of initiative and enthusiasm to help drive results. Actively identifying better ways of working. Uses resources to achieve the best outcomes for patients, the team, and the organization.
• Strong analytical and problem-solving skills: Able to comprehend, interpret, and apply the appropriate sections of applicable laws, guidelines, regulations, ordinances, and policies.
• Trustworthy: Ability to maintain confidentiality and handle all patient information in accordance with HIPAA regulations.

Bonus Qualifications

• Candidates who have done well in this role previously have had experience as a medical receptionist or in another healthcare admin role.