Patient Service Representative

This is a fully remote position, open to applicants in United States.

📋 Description

• Manage incoming and outgoing communications for up to six BMC ambulatory practices

• Address patient inquiries

• Schedule and reschedule appointments utilizing a computerized scheduling system

• Follow up with patients and resolve questions or concerns related to medication reconciliation and refills

• Conduct insurance verification and manage authorization processes

• Document and convey patient information to practices in accordance with practice guidelines

• Interact with patients and staff through phone calls, online chats, emails, faxes, and mail

• Address and resolve patient inquiries in a professional, empathetic, and patient-centered way

• Redirect calls to appropriate practice personnel when further consultation is necessary

• Provide accurate information and update patient records in Epic

• Confirm appointment specifics, directions, language-specific home instructions, and necessary lab or imaging directives

• Identify opportunities for process improvement and stay updated on healthcare advancements

• Escalate matters that fall outside existing protocols or processes

• Attend training sessions for phone support, customer service, system upgrades, clinical systems, and additional practices

• Assist with the training and orientation of new staff under the guidance of a manager or supervisor

• Participate in staff meetings and identify process challenges impacting patient experiences

• Adapt to departmental needs by supporting team members, floating, and adjusting assignments

• Perform other duties as assigned

⛳️ Requirements

• Minimum of a High School diploma or GED

• Capability to explain complex healthcare issues to patients with empathy and understanding

• Ability to empathize with and guide patients in navigating the healthcare system

• Effective interpersonal skills to collaborate with diverse groups of professionals and personalities in a team setting

• Excellent English communication skills, both oral and written

• Proficiency in utilizing phone calls, online chats, emails, faxes, and mail

• Strong computer skills and familiarity with Microsoft Office applications, including Internet Explorer, MS Word, Excel, and Outlook

• Ability to document work in a professional and efficient manner

• Reliable internet connection

• Quiet and secure work-from-home environment free from interruptions

• Adherence to patient rights, HIPAA, privacy, infection control, safety, and hospital conduct standards

🏝️ Benefits

• Medical, dental, vision, and pharmacy benefits

• Contract increases

• Flexible Spending Accounts

• 403(b) savings matches

• Earned time cash out

• Paid time off

• Opportunities for career advancement

• Resources to support the wellbeing of employees and their families

• Permanent remote work arrangement

• Employer does not require employees to purchase equipment