Patient Service Rep

Reports to the Practice Manager under the supervision of the Manager or Director of Cancer Services. Responsible for scheduling canceling rescheduling and registering of outpatient visits and procedures for multiple ambulatory clinics by collecting all necessary information for schedule and registration preparation. The completions of the responsibilities listed are handled via phone in a call center setting with a high volume of daily calls with the patient and or referring physician office. Responsible for the completion of messages related to but not limited to medications and patient requests.


Answers phones from patients/customers professionally and responding to patient/customer inquiries and complaints.

Schedules patients/customers based on scheduling guidelines and medical appropriateness

Receives a high volume of inbound calls with varying degrees of questions or concerns

Researches required information using accessible resources

Handling and resolving patient/customer complaints

Routing inbound calls to appropriate resources

Obtaining and collecting all necessary information from the patient/customer to schedule and register the patient for an appointment

Manages communication and coordination between the patient/customer and the providers/clinics

Manages and escalate priority issues

Identifies and communicates need for scheduling modifications.

Communicates perceived problem issues to Scheduling Call Center Supervisor.

Notifying appropriate personnel of any scheduling change due to patient cancellation in a timely fashion.

Attempts to optimize and increase efficiency of visit or procedure by recommending potential alternatives

Ability to manage urgent calls in such a way that urgent situations related to the provision of patient care are handled in an appropriate manner

Receives and responds to patient and staff needs and complaints appropriately within the realm of the �patient care� environment involving department supervisors and patient representative as needed.

Participates in on-going education activities to develop maintain and enhance professional expertise.

Continue efforts to enhance service excellence. Focusing on care communication compassion and patient/family centered care.

Supports the department in ongoing efforts to attain and maintain top-decile performance in quality outcome measures


Other information:

High School graduate or GED with two years of formal secretarial/business education or its equivalent.

Knowledge of medical terminology required.


Strong EPIC skills including Cadence and Referrals preferred

Previous call center experience preferred

Knowledge of third party payors and insurance preferred

Requires exceptional critical thinking and analytical skills

Ability to work under minimal supervision

Requires strong communication customer service interpersonal skills and telephone etiquette

Must be able to take appropriate action in a stressful environment

Able to react effectively and calmly in emergencies

Motivation and drive for continuous self-development

Cooperatively interacts with the health care team to support and contribute to the overall goals of the department

Able to maintain patient/customer confidentiality


Ability to sit for extended periods of time.

Reasonable accommodations may be made to support individuals with disabilities to perform the essential functions.

Works collaboratively with all members of the health care team.

Normal office setting with electrical equipment (i.e. telephone personal computer copier fax machine etc.)

Computer Software/Systems include but are not limited to:

- Microsoft Office Professional Suite (Outlook Word Excel Access)

- Internet Explorer


- Cisco


Lifespan is an Equal Opportunity / Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to race color religion sex national origin age ethnicity sexual orientation ancestry genetics gender identity or expression disability protected veteran or marital status.   Lifespan is a VEVRAA Federal Contractor.


Location: The Miriam Hospital USA:RI:Providence


Work Type: Full Time


Shift: 1


Union: Non-Union