Patient Service Representative II

Brandeis University is delighted to announce a career opportunity for a Patient Service Representative II (PSR II). If you are looking for an opportunity to work at a beautiful university campus with lots of perks including free parking and access to a top of the line athletic facility, look no further! At Brandeis we offer a competitive benefits and compensation package which includes medical, dental and life insurances. We also offer a generous paid time off benefit including 15 holidays. Our 403b retirement savings plan includes a generous match.

The Patient Service Representative II is the initial contact for patients and visitors of the health center and is responsible to provide a positive, professional image both in-person and on the phone. The PSRII is responsible to perform accurate registration and scheduling of patients, ensure health insurance verifications are populated as well as a variety of other front office duties including telephone management, provider schedule management and Immunization compliance as required by the State of Massachusetts. The PSRII works collaboratively with colleagues across departments and demonstrates excellent customer relations and outstanding communication skills.

This position is 35 hours a week, 46 weeks per year.

Job Duties :

Customer Service : Communicates with and assists patients, other employees, and the public in a courteous manner by phone and in person. Provides accurate information and guidance and attends to patient questions. Schedules appointments, making every effort to meet patient and provider needs. Redirects calls as appropriate to meet customer needs.

Registration : Obtains and verifies demographic, financial and guarantor information. Enters or updates information in scheduling / financial system accurately, verifies and revises existing information on patients that have not been interviewed within the past 30 days. Verifies patient insurance coverage with proper identification. Obtains and validates patient contact information and ensures appropriate documentation is uploaded to EHR. Provides for patient confidentiality and privacy at all times.

Telephone Responsibilities : Answers the telephone promptly, with a clear focus on customer service Greets caller pleasantly-identify the department as well as self. Returns phone calls to patients as directed by providers-documents in patient record. Takes messages from the patient for the providers. Transfers calls regarding medical concerns to appropriate clinical personnel. Ensures that all messages are given to the providers in a timely fashion. Accurately schedules / cancels / adjusts / reschedule appointments, with attention to all scheduling criteria and physician availability.

General Duties : Ensures that medical records are completed according to established standards including immunization compliance. Ensures that office equipment is functioning - stock papers and toners in copiers and fax machines and other tasks as assigned. Maintains a clean and welcoming reception area. Monitors audio / visual equipment to maintain a non-intrusive and calming environment. Monitors waiting area to facilitate timely flow and proactively solves flow issues. Acts as liaison between patient, providers, and management staff to ensure optimal patient service delivery. May be utilized to cover front office in Counseling Center.

Professional Development : Participates in meetings and staff development programs as assigned.

Qualification and additional information :

Completion of Health Care Administration Certification preferred

1-3 years related work experience

Ability to provide a high level of customer service to patients, visitors, and staff in a professional manner using active listening and problem-solving approaches

Must be able to exert up to 30 pounds of force occasionally and or up to 20 pounds of force frequently. Components of the job are physical in nature and employees need to stand and or move around frequently.

Alternately must be able to sit for periods of time as well. Employee may provide face to face, direct contact with patients and must use

Commitment to Diversity, Equity, and Inclusion

Diversity, equity and inclusion are important values at Brandeis today and always have been for they are rooted in our founding as an institution. These values serve as a reminder for self-reflection, and a continuous call to grow for us as Brandeisans. Founded as a model institution for ethnic and religious pluralism, Brandeis University welcomes students, faculty, and staff of all nationalities, religions, and orientations. Moreover, social justice is central to the mission of Brandeis, which endeavors to foster a just and inclusive campus culture that embraces the evolving diversity of our larger society. Read more online about our Mission and Diversity Statements at Brandeis Mission and Diversity Statements.

If you are interested in a role and have relevant experience but your work history does not align perfectly with every qualification in the job description, we nevertheless encourage you to apply.

Closing Statement

Brandeis University is committed to providing its students, faculty and staff with an environment conducive to learning and working and where all people are treated with respect and dignity. We are an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race, color, ancestry, national origin, ethnicity, caste, sex, pregnancy, sexual orientation, gender identity / expression, including transgender identity, religion, disability, age, genetics, active military or veteran status and any other characteristics protected under applicable federal or Massachusetts law.