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Job description
Patient Service RepresentativeThe Patient Service Representative is the first point of contact for patients and plays a critical role in delivering seamless, high-touch experience in a concierge care model. This role combines exceptional customer service with administrative excellence to support patient access, communication, and care coordination. The coordinator ensures every interaction reflects personalized, responsive, and elevated standard of care.Principal Duties and Responsibilities:Brown University Health employees are expected to successfully role model the organization's values of Compassion, Accountability, Respect, and Excellence as these guide our everyday actions with patients, customers and one another.Patient Experience & Frontline SupportServe as the primary front-facing representative for concierge patients – via phone, email, text, and in-person interactionsDeliver a warm, professional, and highly responsive "white glove" service experienceBuild rapport with patients and ensure they feel valued, known, and supportedManage incoming requests promptly and route appropriately when neededScheduling & Access ManagementCoordinate and manage provider schedules, including same-day, urgent, and extended appointmentsOptimize scheduling to ensure efficiency while maintaining flexibility for concierge patient needsConfirm appointments, management cancellations, and proactively fill schedule gapsSupport coordination of home visits, virtual visits, and specialty services when applicableCare Coordination & Administrative SupportFacilitate referrals, diagnostic testing, and specialty appointmentsTrack and follow up on patient requests, orders, and outstanding items to ensure completionAssist with pre-visit planning and post-visit follow up communicationMaintain accurate and up-to-date patient records in the electronic medical record (EMR)Concierge Membership SupportSupport onboarding of new patients, including orientation to services and expectationsAssist with membership agreements, renewals, and general program inquiriesEducate patients on how to access and utilize concierge services efficientlyOperational ExcellenceMaintain a polished, organized front office environmentEnsure confidentiality and compliance with HIPAA and organizational policiesAssist with administrative tasks such as document management, correspondence, and supply coordinationCollaborate closely with clinical staff to ensure a seamless patient experiencePerforms other duties as assigned.Education:High school diploma or equivalent required; associate or bachelor's degree preferredExperience:2-4 years of experience in a healthcare administrative, front desk, or customer service roleExperience in concierge medicine, private practice, or hospitality driven environments strongly preferredExceptional customer service and interpersonal skillsStrong organizational and time management abilitiesHigh attention to detail and accuracyAbility to multitask and prioritize in a fast-paced, high expectation environmentExcellent verbal and written communication skillsProficiency with EMR systems and standard office technologySupervisory Responsibility:None.Pay Range:$18.13-$29.90EEO Statement:Brown University Health is committed to providing equal employment opportunities and maintaining a work environment free from all forms of unlawful discrimination and harassment.Location:LPG-Cranston-1500 Pontiac Ave - 1500 Pontiac Avenue Cranston, Rhode Island 02920Work Type:M-F, DaysWork Shift:VariableDaily Hours:8 hoursDriving Required:No
Worksite address
providence, RI, 02901, US
Who can apply
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