Patient Service Representative II - Remote (MA Residents Only) - Remote Eligible

Atrius Health Opportunity

Explore opportunities with Atrius Health, part of the Optum family of businesses. We're an innovative health care leader and multi-specialty group practice, delivering an effective, connected system of care for adult and pediatric patients at 28 practice locations in eastern Massachusetts. Our entire team of providers (physicians, PA/NPs and ancillary clinicians) works collaboratively with a value-based philosophy within our group practice as well as with hospitals, rehab and nursing facilities. Be part of our vision to transform care and improve lives by building trust, understanding and shared decision-making with every patient. Join us and discover the meaning behind Caring. Connecting. Growing together.

Under direct supervision, this role ensures superior patient access and support. Responsibilities include managing patient inquiries, scheduling appointments, and assisting with care coordination. As a Level II representative, you'll handle complex issues, mentor junior staff, and deliver exceptional customer service to strengthen patient-clinician relationships. Solid problem-solving skills and clear verbal/written communication are essential.

Primary Responsibilities:

• Serve as a resource and mentor for Patient Service Representative I staff; handle complex inquiries and escalated issues
• Screen and manage patient inquiries across phone, online, and medical record systems; resolve or route appropriately
• Deliver exceptional customer service with solid communication and problem-solving skills
• Support patient satisfaction, compliance, and operational efficiency; advocate for patients when needed
• Optimize appointment scheduling and clinic utilization; assist with data collection and reporting
• De-escalate patient concerns and collaborate with clinical teams for resolution

You'll be rewarded and recognized for your performance in an environment that will challenge you and give you clear direction on what it takes to succeed in your role as well as provide development for other roles you may be interested in.

Required Qualification:

• High School diploma or equivalency certificate
• Must live within a commutable distance.

Preferred Qualifications:

• 3+ years in a clinical or customer service setting
• Experience in scheduling software and electronic medical records systems (Epic or equivalent)
• Solid technical proficiency in Microsoft

Pay is based on several factors including but not limited to local labor markets, education, work experience, certifications, etc. In addition to your salary, we offer benefits such as, a comprehensive benefits package, incentive and recognition programs, equity stock purchase and 401k contribution (all benefits are subject to eligibility requirements). The hourly pay for this role will range from $17.74 to $31.63 per hour based on full-time employment. We comply with all minimum wage laws as applicable.