Patient Service Representative - Concierge Medicine

Brown University Health is a distinguished healthcare organization known for its commitment to providing exceptional, personalized care to patients through innovative and compassionate healthcare services. Located in Cranston, Rhode Island, Brown University Health stands at the forefront of delivering concierge care models that emphasize a seamless, high-touch patient experience. The organization upholds core values of Compassion, Accountability, Respect, and Excellence, which shape all interactions and services provided to patients and within the team. Brown University Health prides itself on fostering a professional and welcoming environment, aiming to enhance patient satisfaction and health outcomes by integrating cutting-edge technology with empathetic communication and meticulous care coordination. The Patient Service Representative plays a crucial role within this dynamic and patient-focused care setting, acting as the initial point of contact and the friendly face of the organization. This role is uniquely designed to combine top-tier customer service with adept administrative capabilities to streamline patient access, communication, and care processes. The position offers full-time, day-shift work hours from Monday through Friday in a variable daily schedule of eight hours. The pay range for this vital role is competitive, positioned between $18.13 and $29.90 per hour, rewarding those who bring skill, dedication, and enthusiasm to the conversation.

As a Patient Service Representative at Brown University Health, the individual will be entrusted with delivering a “white glove” concierge experience that reflects personalized, attentive, and highly responsive service standards. This role requires building strong rapport with patients by ensuring they feel genuinely valued, known, and supported during every interaction, whether via phone, email, text, or face-to-face encounters. The representative will adeptly manage scheduling and access to healthcare providers, optimizing appointment bookings to maintain both flexibility and efficiency, accommodating urgent, same-day, and extended appointments. In addition, the role supports care coordination by facilitating referrals, diagnostic testing, and specialty appointments, tracking patient requests and following up to ensure outstanding items are promptly addressed. The Patient Service Representative also assists with pre-visit planning, post-visit follow-ups, and meticulous maintenance of patient records within the Electronic Medical Record (EMR) system. Moreover, this position supports concierge membership services, including onboarding new patients, managing membership agreements, renewals, and educating members on maximizing the benefits of concierge care. Operational responsibilities include maintaining an organized, polished front-office environment and adhering strictly to HIPAA guidelines and organizational policies to uphold patient confidentiality and data security. The Patient Service Representative contributes to a synergistic team atmosphere, collaborating closely with clinical staff to ensure the delivery of a seamless and elevated patient experience. Overall, this role is ideal for individuals passionate about healthcare, who thrive in fast-paced service environments requiring impeccable communication skills, organizational dexterity, and a patient-first approach to administrative healthcare support.