Patient Service Representative

About the role

The Spaulding Rehabilitation Hospital Corporation, part of Mass General Brigham, relies on a wide range of professionals—including doctors, nurses, business people, tech experts, researchers, and systems analysts—to advance its mission. As a not‑for‑profit organization, it supports patient care, research, teaching, and community service, striving to provide exceptional care. High‑performing teams drive groundbreaking medical discoveries, and the organization invites applicants to join and experience what it means to be part of Mass General Brigham.

Oversee and perform all activities associated with the outpatient registration service and scheduling of outpatients, including supporting all other front office staff. Coordinate the complete demographic and insurance intake, computerized registration, scheduling of patients, and verification of individual insurance coverage with a customer‑service‑oriented approach. Orient patients to the center and coordinate additional patient services as needed. Demonstrate evidence of advanced operational knowledge, teaching and professional involvement, and outpatient center marketing and community involvement for the Advanced Patient Service Representative role.

Responsibilities

• Support is provided to other center team members by answering phones, assisting customers, and fulfilling any cross‑trained responsibilities.
• Support is provided to other staff to ensure effective orientation and continuous development to achieve performance standards.
• Scheduling status is maintained daily and potential problems are addressed with corrective actions.
• Patient pre‑registration, registration, insurance verification, and scheduling are completed per center standards.
• Patients are greeted, assisted, and appropriate staff notified of patient arrival.
• Administrative duties such as answering the phone, confirming appointments, supporting insurance requirements processes, photocopying, typing, faxing, inventory of supplies, sorting mail, and handling other administrative duties are completed per center guidelines.
• Medical record setup, maintenance, and discharge are completed per center guidelines in a timely manner.
• Monthly patient satisfaction questionnaires are processed for current patients according to center standards.
• Customer service delivery is carried out to achieve stated goals.
• Insurance approvals and documentation are recorded in the medical record and computer system in accordance with center standards.
• Therapy charges are entered and reconciled as assigned.
• Additional department, organization, or network activities are completed per established objectives.
• PCC Organizational Values of Innovation, Collaboration, Accountability, Respect, and Excellence are upheld.
• Annual requirements of completing 6 initiatives as described in the administrative ladder application.

Requirements

Education/Degree Required – High school graduate required. Associate’s degree preferred.

Experience Preferred – Two years experience in a medical/physicians office setting and/or experience with insurance benefits preferred.

Skills

• Computer proficiency required.
• Microsoft Office applications preferred with ability to learn new software.
• Highly developed communications and interpersonal skills, working with diverse population.
• Work independently, be self‑directed and contribute as a member of a team.
• Anticipates challenges and develops and implements strategies for addressing them.
• High level of service delivery.
• Demonstrate initiative with ability to prioritize work, meet deadlines, and adapt to changing situations.
• Attention to detail.

Benefits

In addition to competitive base pay, we offer comprehensive benefits, career advancement opportunities, differentials, premiums and bonuses as applicable, and recognition programs designed to celebrate your contributions and support your professional growth.

Pay

Pay Range $17.71 – $25.28/Hourly Grade 2.

Schedule

Scheduled Weekly Hours 40; Work Shift Day (United States of America); Work Location 300 First Avenue; Onsite; Regular Employee Type.