Ambulatory Services Representative, Oncology, Per Diem

Administrative/Clerical Worcester, Massachusetts Marlborough, Massachusetts


Position at UMass Memorial Medical Center

Everyone Is a Caregiver.

At UMass Memorial Health Care, Everyone is a Caregiver regardless of title. Exceptional patient care, academic excellence and leading-edge research make UMass Memorial the premier health care system of Central and Western Massachusetts, and a place where we can help you build the career you deserve. We are more than 14,000 employees, working together as one health care system. And everyone, in their own unique way, plays an important part, everyday.

Requisition #: 212674
Title: Ambulatory Services Rep
Department: Oncology Clinic
Grade: ADM6
Posting Date: 02/12/2021
Shift: Mixed
Status: Non-Exempt
Union: Non-Union
Hours: As Needed
Shift Length: 8 hours
Location: UMass Memorial Medical Center – University Campus

Flexible start and end time
Hours of operation 7:30 am to 5:30pm
Monday through Friday, Saturday hours available

Position Summary:

Performs a variety of complex administrative duties for patients in need of routine and/or urgent appointments, medical procedures, tests, and associated ancillary services in an ambulatory in/outpatient setting. Assess patients’ needs, including but not limited to, financial counseling, interpreter services, social services and refers to appropriate person or area. Alerts providers to emergent patient care needs.

Major Responsibilities:
  • Receives and directs phone calls from patients and physician offices. Schedules patients for treatment by multiple providers and treatment areas, and arranges a variety of associated tests and procedures according to established guidelines and specific criteria. Prioritizes appointments in a manner that fosters optimum patient care, efficient utilization of physician’s clinical staff, as well as equipment and facilities.
  • Handles urgent patient care calls according to department protocol. May alert providers to emergent patient care symptoms and concerns. Connects the patient’s call to the provider or responds to the patient and takes messages as directed. Schedules urgent care appointments as needed and directed by physician.
  • Ensures tests and procedural prep information is provided to patients both verbally and by mail as necessary. Arrives and greets patients for scheduled and/or urgent care appointments and procedures. Confirms and verifies patient demographic and insurance information. May collect co–payments from patients upon arrival. Obtains signatures of consent from patient/guardian for treatment authorization and insurance/billing information. Assess patients’ needs, including but not limited to, financial counseling, interpreter services, social services and refers to appropriate person or area.
  • Collaborates with insurers to obtain patients’ prior–authorizations for procedures and tests as needed. Follows guidelines established by insurers to ensure that pre–authorization, pre–certification, and physician referrals for treatment are obtained prior to patient visits. Complies with referral management regulations established for primary care providers. Verifies eligibility for procedures or tests from various health care institutions. Follows up to correct discrepancies.

Position Qualifications:

Ability to multitask and work in a busy ambulatory care setting
Strong communication skills required
Strong customer service skills required
Experience managing/triaging high call volume on a multi-line ACD phone preferred
EPIC experience preferred

Position Qualifications:



  • High School Diploma.


  • Associate’s or Bachelor’s degree.



  • 1 year of related experience, this requirement is waived if candidate has Associate’s or Bachelor’s degree.
  • Requires the ability to use specialized applications software and computer systems.
  • Necessitates individuals who are multifunctional and able to work under stressful situations.
  • Exemplifies, professional behavior and excellent communication and human relations skills.


  • Knowledge of business office procedures and medical terminology/procedures preferred.


Unless certification, licensure or registration is required, an equivalent combination of education and experience which provides proficiency in the areas of responsibility listed in this description may be substituted for the above requirements.

Department-specific competencies and their measurements will be developed and maintained in the individual departments.  The competencies will be maintained and attached to the departmental job description.  Responsible managers will review competencies with position incumbents.

Standards of Respect: