Open House - Patient Service Center Openings - Assembly Row - Monday, February 24, 2020

Somerville, MA | Customer Service


Patient Service Center Open House Details

TIME: Monday, February 24th, 2020 from 2:00 PM - 5:00 PM
LOCATION: 399 Revolution Dr, Assembly Row (East Building), Somerville, MA
TO RSVP: Please apply online at
DETAILS: These will be ONSITE INTERVIEWS. PLEASE BRING A COPY OF YOUR RESUME. Candidates must be available to start as soon as possible. Full time positions available (Monday-Friday from 8:30-5:00 & 9:30-6:00). These positions pay $16-22 per hour dependent upon years of relevant experience.
Part-time positions available (Monday-Friday 20 hours per week).

Are you the type of person who can stay focused and capture accurate, detailed information while navigating through multiple computer screens within one application?

Are you a customer service professional with exceptional telephone communication skills?

Do you have a positive, upbeat personality that makes people feel at ease?

Do you have experience working in a call-center setting and understand the importance of good attendance?

If so, the Partners HealthCare Patient Service Center may have the job for you!

Our Patient Service Center is located in Somerville (Assembly Row) at a state-of-the-art facility that offers numerous amenities and a strong team environment. The Orange line offers direct access to our campus which is approximately a two minute walk from Assembly to our doors.

About Partners HealthCare

As a not-for-profit organization, Partners HealthCare is committed to supporting patient care, research, teaching, and service to the community by leading innovation across our system. Founded by Brigham and Women's Hospital and Massachusetts General Hospital, Partners HealthCare supports a complete continuum of care including community and specialty hospitals, a managed care organization, a physician network, community health centers, home care and other health-related entities. Several of our hospitals are teaching affiliates of Harvard Medical School, and our system is a national leader in biomedical research.

We're focused on a people-first culture for our system's patients and our professional family. That's why we provide our employees with more ways to achieve their potential. Partners HealthCare is committed to aligning our employees' personal aspirations with projects that match their capabilities and creating a culture that empowers our managers to become trusted mentors. We support each member of our team to own their personal development-and we recognize success at every step.

Our employees use the Partners HealthCare values to govern decisions, actions and behaviors. These values guide how we get our work done: Patients, Affordability, Accountability & Service Commitment, Decisiveness, Innovation & Thoughtful Risk; and how we treat each other: Diversity & Inclusion, Integrity & Respect, Learning, Continuous Improvement & Personal Growth, Teamwork & Collaboration.

Registration Services Representative

General Overview

The Registration Service Representative contributes to a positive hospital experience for patients and families through courteous telephone interactions and interview activities, accurate and expeditious routing, as well as directing to appropriate clinical or financial staff when necessary.

Principal Duties & Responsibilities
- Respects patient confidentiality at all times.
- Carefully performs system searches for all patients.
- Updates medical record numbers when appropriate and coordinates the resolution of duplicate medical record numbers.
- Accurately and comprehensively collects and verifies demographic and financial information from patients and/or their representatives in a sensitive and timely manner.
- Verifies patient insurance coverage with Third Party Payers and determines eligibility by utilizing appropriate resources.
- Processing accounts within a prioritized work list in the Ontrac system.
- Provides process improvement ideas, suggestions and feedback in a positive manner.
- Works collaboratively with co-workers to effectively resolve issues that impact departmental or hospital operations.
- Adheres to Patient Service Center productivity and quality standards.
- Performs other duties as assigned.

Referral Services Representative

General Overview

Under general direction of the Supervisor the incumbent (MCSR) is primarily responsible for working collaboratively with primary care Practices, specialty care Practices, primary care physicians, referring physicians, and patients to ensure that required referrals are obtained and appropriately recorded in the relevant practice management systems prior to scheduled patient visits. The MCSR will communicate with patients, physicians and payor representatives as necessary in order to accomplish this, utilizing available management reports to follow-up on unresolved issues and denied claims. The MCSR is responsible for performing various administrative and clerical duties required to support these functions and, on an as-needed basis, may be required to perform other tasks.

Principal Duties & Responsibilities

- Primarily responsible for working collaboratively with BWH practices to obtain missing referrals for specialty services prior to scheduled visits. Duties include running Ontrac worklist and checking information in the legacy systems to determine if a valid referral for the visit exists. If a valid referral is in the legacy systems incumbent will be responsible for linking to the referral number to the appropriate visit(s). For visits without a valid referral number in the legacy systems, incumbent will use the various payer technologies to obtain referral and authorization numbers for BWH primary care practices. For specialty visits, contacting external PCPs to obtain referral numbers, coding the work in Ontrac and entering the information in the legacy systems.
- Responsible for documenting and tracking the number of referrals that are generated and obtained. Also responsible for following-up with practices who do not immediately issue a referral, noting the reason for the delay. For referrals that are denied, documenting this information. Interfacing with practices and patients to report referral information. Complying with Patient Service Center productivity and customer service standards.
- Responsible for verifying and updating patient registration information, including insurance, demographic and patient data in order to perform referral management function. Work collaboratively with the Registration Department to resolve registration issues. Responds to questions regarding open accounts or managed care/insurance issues.
- Interfacing with patients will be necessary when information required to obtain an insurance referral is not complete. This includes, calling patient to obtain current PCP, insurance, visit information. Also responsible for communicating patient responsibility to contact payer via the Member Services Department or web-sites to update inaccurate information to maximize payment for visits. In addition, incumbent will be responsible for communicating benefit plan information to patients when necessary. Responsible for follow-up with patients to ensure that information has been updated with payers.
- Works with all Brigham Support Staff and leadership to prioritize and facilitate referral processes to maintain integrity of service standards.
- Develop a clear understanding of the various payor referral and authorization process and requirements for departmental policies and procedures.
- Receives inquiries from customers, investigates and disseminates information to requestor and wider audiences as appropriate.
- Works with Ontrac tool & reporting to review billing rejections to resolve insurance issues to maximize reimbursement. This includes, but is not limited to, obtaining retroactive referral numbers for bills that were denied for no referral.
- Identify need for escalation of issues or problems to appropriate supervisor or manager.
- Performs other duties as assigned.


Registration Services Representative

- High School Diploma.
- Prior healthcare experience preferred.
- Basic computer knowledge and the ability to navigate through multiple screens.
- Prior customer service experience, preferably in a call center environment.

Skills & Abilities
- Excellent customer service skills, strong communication, interpersonal and team skills.
- Strong computer skills including the ability to navigate several systems within the registration process.
- Strong data entry skills.
- Error-free spelling/grammar.
- Ability to exercise judgment in dealing with sensitive, confidential information.
- Ability to handle a high volume of calls and work in a fast-paced environment.

Working Conditions
- A cubicle or office space will be provided.
- Standard office setting prevails.

Referral Services Representative

- 1-3 years Healthcare experience
- Bachelors degree or equivalent experience
- Proficient in Office Software
- Call Center environment experience

Skills & Abilities
- The ability to set prioritize and follow through with responsibilities
- Ability to exercise appropriate judgment with sensitive and confidential material
- The ability to successfully resolve conflict
Ability to communicate and interact effectively with all levels of hospital personnel
- Ability to maintain confidentiality with regard to all phases of the work
- Ability to withstand the pressure of continual deadlines and receipt of work with variable requirements
- Ability to concentrate and maintain accuracy in spite of frequent interruptions
- Ability to be courteous, tactful, and cooperative throughout the working day
- Ability to use judgment in carrying out all phases of the work
- Ability to use standard office equipment including computers, photocopy and facsimile machines, and readers/printers
- Excellent Customer Service Skills, demonstrated ability to use appropriate judgment, independent thinking and creativity when resolving customer issues.
- Computer Literate; knowledge of BICS, IDX, Percipio.

Applicants with relevant experience will be considered. North Shore Medical Center is an affirmative action/equal opportunity employer. Minorities and women are strongly encouraged to apply. Pre-employment drug screening is required.

Why North Shore Physicians Group?

You’ll practice at the leading edge of patient-focused medicine in one of New England’s most scenic and historic locations. And you’ll make a difference every single day. Make your move to NSPG. We’re one team, with one focus. Join us.

With NSPG you’ll experience:

Excellent quality of life

The North Shore area offers:

  • Communities with varied and rich histories and convenient access to museums, art, restaurants and shops.
  • Natural beauty, handsome architecture and vivid history — only 15 miles north of Boston.
  • 30 miles of gorgeous rocky coastline with breathtaking beaches and harbors.
  • World-class sailing and close proximity to the mountains and picturesque New England.
  • Easy access to a multitude of universities, colleges, and public and private schools.

Clinical excellence

  • Our practices are certified Level 3 NCQA Patient-Centered Medical Homes.
  • For the fifth year in a row, North Shore Medical Center has been ranked a top regional hospital in Boston and Massachusetts by U.S. News & World Report.
  • Our affiliate, Massachusetts General Hospital, is one of U.S. News & World Report’s top three Honor Roll hospitals in America.
  • NSPG and NSMC use the Epic EMR that integrates patient care through the Partners HealthCare System, including Massachusetts General Hospital and Brigham and Women’s Hospital.

Career advancement

  • Grow, learn and develop new practice innovations.
  • Continue your medical education.
  • Make academic connections and explore teaching opportunities.
  • Explore leadership opportunities.
  • Develop clinical and administrative career ladders.

A supportive practice environment

  • Collaborative professionals.
  • Patient-centered care model.
  • Leadership that listens and values your contributions and ideas.
  • Autonomy and respect for your skills and expertise.
  • Excellent salary and benefits.


Keywords: Boston medical center, Boston area, Best regional hospital, Best hospital, North Shore’s largest provider, North Shore Medical Center, Massachusetts General Hospital, Brigham and Women’s Hospital, Salem Hospital, Union Hospital, Designated stroke center, High-performing, Partners HealthCare, Community health, Community hospital system, Clinician, Massachusetts hospital, Electronic medical records, Epic EMRs, In-patient, Teaching, Academic medicine, Clinical ladder, Level III Trauma Center, Nationally recognized, Outpatient, Patient-focused care, Patient-Centered Medical Home, Provider, Wellness, U.S. New & World Report ranking, Expert, Serve, Care, Healthcare, Multispecialty, Boston, North Shore, Marblehead, Salem, Peabody, Danvers, Lynnfield, Lynn, Melrose, Wakefield, Manchester, Nahant, Topsfield, Wenham, Middleton, Malden, Revere, Beverly, Rowley, Saugus, Swampscott