Part-time Patient Services Representative - Urgent Care Resource Center (Hybrid)

About Us

Mass General Brigham Medical Group (MGBMG) represents the merger of separate community medical groups within the Mass General Brigham system into one harmonized and high-performing organization:

• Brigham and Women's Harbor Medical Associates
• Cooley Dickinson Medical Group
• Mass General Brigham Community Physicians
• Mass General Brigham Integrated Care
• Mass General Brigham Urgent Care
• Newton Wellesley Medical Group
• North Shore Physicians Group
• Pentucket Medical Associates
• Wentworth Douglass Health Partners

This work stems from Mass General Brigham's unified system strategy to bring high-quality healthcare closer to patients while lowering total healthcare costs. MGBMG provides a wide range of offerings, including primary care, behavioral and mental health, specialty care, outpatient surgery, endoscopy, imaging, lab services, infusion, and urgent care both digitally and in person in Massachusetts and New Hampshire.

The Opportunity:

Our Virtual Urgent Care team is seeking a part-time Patient Service Representative to work 2, 12.5-hour shifts per week remotely (Weekends Preferred). Since Urgent Care is a 7-day-per-week operation that delivers care days, evenings, weekends, and holidays, the schedule for this role will include 1 on-call shifts per 4-week scheduling period, as well as overtime, weekend, and holiday coverage as needed.

Employees are expected to be onsite for all hours worked during the first 90 days of employment for onboarding/training. This role will be fully remote after the successful completion of the training program with occasional in-person training.

What You'll Work On

The Patient Registration Representative, Virtual Care will be primarily accountable for:

Operations:

* Contributes to a positive work environment and to a dynamic, team focused work unit that actively helps one another to achieve optimal department results. Collaborates with all members of the interprofessional health care team by actively communicating and reporting pertinent patient care information and data in a comprehensive manner.

* Performs patient check in/check out functions. Obtains and inputs accurate registration data to initiate financial clearance activities as needed.

* Coordinates patient flow as directed with consistency, timeliness, and expert skill while meeting appropriate priority standards. Provides appropriate notification of issues that may result in service delays or denials.

* Serves as air traffic control for the on-demand virtual care services, appropriately shifting patients within care channels.

* First point of contact for patients and providers for support with issues that arise before, during and after visits.

Administrative:

* Uses excellent communication skills (verbal, non-verbal, written) to facilitate providing the highest quality service during every patient, physician, guest, employee, or other encounter. Responds promptly to requests by staff, patients, physicians, and other members of the patient care team. Recognizes and responds appropriately to urgent/emergent situations per protocols.

* Generates reports and assists with department correspondence. Provides other administrative assistance as directed.

* Acts as point of contact for on-demand virtual care queue coordination with supervisors, managers and senior leadership via phone, email, Teams and face-to-face communication.

* Coordinates with department managers and supervisors during disaster recovery. Monitors and reports staff and queue status to ensure minimal impact to member care and service levels to support business continuity efforts.

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Growth/Innovation:

* Generates and communicates new ideas and suggestions that will improve quality or service.

* Seeks opportunities to expand learning beyond baseline competencies with a focus on continual development.

Other:

* Performs other duties as assigned.

Qualifications

Required

• Strong multi-tasking, prioritization, and deadline management skills under pressure.
• Excellent written and verbal communication, with a focus on customer service and positive language.
• Proficient in MS Office tools (Outlook, Teams, Word, Excel, PowerPoint) and quick to adapt to new technology.
• Strong attention to detail, confidentiality, and ability to work independently or as part of a team.
• Professional demeanor with the ability to interact effectively with diverse individuals at all levels.
• HS Diploma or equivalent

Preferred

• Epic knowledge
• Experience in a fast-paced primary care or urgent care practice, or an ED
• Prior work with a virtual care team
• Familiarity with basic medical terminology
• Associate's or Bachelor's Degree

Mass General Brigham is an Equal Opportunity Employer. By embracing diverse skills, perspectives, and ideas, we choose to lead. All qualified applicants will receive consideration for employment without regard to race, color, religious creed, national origin, sex, age, gender identity, disability, sexual orientation, military service, genetic information, and/or other status protected under law. We will ensure that all individuals with a disability are provided a reasonable accommodation to participate in the job application or interview process, to perform essential job functions, and to receive other benefits and privileges of employment.