Patient Access Representative

Patient Access Representative Location Remote in Massachusetts :

About Square Medical Group (SMG)

Square Medical Group's (“Square” or “SMG”) mission is to deliver enduring, material improvements in both clinical and wellness outcomes to patients addressing co-occurring challenges with substance use disorder (SUD) and behavioral health (BH). We do this through delivering a specialized continuum of outpatient care of 1,000+ units/week to a population of ~5,000 across Massachusetts: medication management, in-person and virtual intensive outpatient and partial hospitalization programs (IOP/PHP), transcranial magnetic stimulation (TMS), in-house laboratory services, as well as three levels of housing (i.e. Medicaid reimbursed Co-Occurring Recovery Residences, self-pay-based sober homes, and state-sponsored low threshold housing).

Square's success has only been possible through a cohort of dedicated and passionate professionals. Team members are deeply committed and personally invested in supporting Square patients and residents. Their enthusiasm stems from a genuine desire to make a lasting impact on the lives of those who face complex adversity. Each team member brings empathy, expertise, and dedication to their work, understanding the unique challenges of co-occurring disorders. Whether through providing clinical care, offering emotional support, or advocating for comprehensive treatment plans, our employees approach their roles with compassion and a relentless drive to help patients heal and reclaim their lives. Their investment goes beyond the job—they are driven by a shared mission to foster recovery and improve mental health outcomes.

All team members are required to share Square's core values that drive all of our activities. Brief descriptions of the core values are below:

Ø Respect : Follow the Golden rule and treat everyone, patients and colleagues, with respect

Ø Proactive Collaboration : hold a team-first mentality in order to identify issues and collaborate with others to solve problems before they impact the business

Ø Empathy : understand the patient population and view BH / SUD as a chronic disease

Ø Curiosity : open, flat communication for innovation purposes (value different opinions)

Ø Work / Life Balance : do work in a professional manner then go home each day to spend time as you see fit

Ø Accountability : team members demonstrate respect to our providers, other front line team members, and patients by holding ourselves to the highest standard of accountability

Program Overview

The Patient Access Team plays a critical role as the first point of engagement for patients and residents at Square Medical Group (SMG). As ambassadors of SMG's mission and values, the team is responsible for presenting a positive, welcoming image to all individuals seeking care.

Role Summary

Under the direction of the Director of Patient Access, the Patient Access Representative serves as the initial point of contact for patients entering the SMG. The ideal candidate will possess exceptional customer service skills, a high level of professionalism, high levels of empathy and the ability to support individuals from diverse cultural backgrounds. The role includes technical and administrative responsibilities to ensure patients are properly registered and scheduled for care.

Please note this is a full-time, fully remote role to support an existing, hectic call center.

Key Responsibilities

1. Achieve Performance Metrics set by Manager

• Member experience : Superior experience that encourages Members to return to SMG
• Issues resolved : Number of issues resolved without support from management
• Speed/Accuracy : Time to accurately address Member needs

2. First Impressions and Patient Engagement

o Serve as the initial point of contact for patients and residents, ensuring each interaction reflects SMG's commitment to respect, empathy, and excellence

3. New Patient Intake and Scheduling

o Work proactively to schedule new patients for initial visits across all SMG programs, supporting timely access to care

4. Call Center Support

o Provide responsive and compassionate assistance to current patients by answering inquiries, resolving issues, and promoting satisfaction throughout the patient journey

5. Cross-Functional Collaboration

o Partner closely with program and administrative teams to enhance workflows, optimize technology platforms, and ensure seamless coordination of patient care activities

6. Data Collection and Reporting

o Facilitate the accurate collection and recording of key metrics, such as Healthcare Effectiveness Data and Information Set (HEDIS) measures, to support SMG's participation in potential value-based and risk-based care contracts

Specific Tasks

The duties and responsibilities listed below are intended to describe the general nature of work and are not intended to be an all-inclusive list. Other duties and responsibilities may be assigned.

1. Ensure daily coverage of Access Center phone lines

2. Schedule appointments for new and returning patients using the company's electronic medical record (EMR) system, currently InSync

3. Greet patients in a warm, welcoming, and respectful manner

4. Coordinate with physicians, nurse practitioners, and therapists and medical assistants to address urgent needs and scheduling adjustments

5. Obtain and verify patient demographic, insurance and financial information

6. Verify insurance eligibility

7. Coordinate with community partners for inbound and outbound referrals

8. Collect intake paperwork and co-pays as necessary through electronic workflows

9. Perform administrative tasks to ensure the efficient performance of the Access Center

10. Operate under moderate supervision with intermediate to advanced proficiency in administrative skills

11. Adhere to HIPAA and 42 CFR Part 2 guidelines to protect patient confidentiality

12. Perform other duties as assigned

Required Skills for Success

Ø Excellent verbal and written communication

Ø Highly empathetic and caring to our challenging population

Ø Strong multitasking and time management abilities

Ø Professionalism and empathy in patient interactions

Ø Familiarity with EHR (InSync) and Microsoft Office tools

Ø Organizational skills with attention to detail

Qualifications

Ø Required: High School diploma or equivalent

Ø Certified Nursing Assistant (CNA) or other medical designation preferred

Ø Previous experience in healthcare, behavioral health, or call center strongly preferred

Ø Electronic Medical Record (EMR) experience, InSync preferred

Working Conditions

Ø ATTENDANCE: Regular job attendance is an essential job function

Schedule

Ø Full-time, Monday to Friday, 8-hour shifts

Ø This position is fully remote

Compensation and Benefits

Ø Pay: $22.00-$24.00 per hour dependent on experience

Ø Benefits include:

o 401(k)

o Dental insurance

o Health insurance

o Life insurance

o Parental leave

o Vision insurance

Job Type: Full-time

Pay: $22.00 - $24.00 per hour

Expected hours: 40 per week

Benefits:

• 401(k)
• Dental insurance
• Health insurance
• Life insurance
• Paid time off
• Parental leave
• Vision insurance

Schedule:

• Monday to Friday

Work Location: Remote