Phone Patient Service Representative

Job Description

Job Description

We are looking for a Phone Patient Service Representative to support patients and families with responsive, attentive service in Danvers, Massachusetts. This contract opportunity with potential for a long-term role is ideal for someone who enjoys helping others, managing high-volume phone interactions, and ensuring patients receive accurate scheduling and registration support. In this role, you will serve as a key point of contact for appointment coordination, insurance-related questions, and patient communication while maintaining confidentiality and a positive experience.

Responsibilities:
• Deliver courteous and attentive phone support to patients, family members, and caregivers, creating a welcoming experience with every interaction.
• Review and update patient records, including demographic details and insurance information, to keep documentation current and accurate.
• Verify insurance coverage and respond to benefit-related questions with clear, reliable information.
• Arrange appointments for primary care and specialty services using Athena while managing portal communications and electronic work queues.
• Guide patients through portal access and promote use of online tools that improve communication and engagement.
• Address requests, concerns, and service issues efficiently, escalating more complex matters to the appropriate team when needed.
• Track provider availability and communicate schedule adjustments, cancellations, and openings to front desk staff, clinicians, and providers.
• Share instructions, educational information, and community-based resources that support follow-up care, testing, and referral needs.
• Follow organizational policies and patient privacy standards in all interactions and complete additional duties assigned by leadership.• Experience supporting patients in a phone-based service, call center, or healthcare customer service environment.
• Ability to coordinate patient scheduling and registration with strong attention to detail and accuracy.
• Working knowledge of verifying insurance eligibility and addressing common coverage questions.
• Comfortable assisting patients and caregivers with service needs in a courteous and empathetic manner.
• Familiarity with electronic scheduling systems, patient portals, or similar healthcare technology platforms.
• Strong communication and organizational skills with the ability to manage multiple tasks in a fast-paced setting.
• Commitment to protecting patient confidentiality and following healthcare privacy standards.