Patient Service Representative

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

📋 Description

• Manage both incoming and outgoing communications for up to six BMC ambulatory clinics.

• Address patient inquiries promptly.

• Schedule and modify appointments through a computerized scheduling system.

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

• Conduct insurance verification and manage authorization processes.

• Document and convey patient information to practices following established guidelines.

• Interact with patients and staff via phone calls, online chats, emails, faxes, and postal mail.

• Handle and resolve patient inquiries with professionalism, empathy, and a patient-centered approach.

• Redirect calls to the appropriate practice staff when further consultation is required.

• Provide accurate information and update patient records utilizing Epic.

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

• Identify areas for process enhancements and stay informed about healthcare advancements.

• Escalate issues that fall outside established protocols or processes.

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

• Assist in training and orienting new staff under the guidance of a manager or supervisor.

• Participate in staff meetings and address process issues impacting the patient experience.

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

• Adhere to hospital standards, patient rights, HIPAA and privacy regulations, infection control, and safety procedures.

• Perform additional duties as necessary.

⛳️ Requirements

• A minimum of a High School diploma or GED is required.

• Ability to explain complex healthcare issues to patients with empathy and care.

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

• Strong interpersonal skills to engage with diverse groups of professionals and personalities in a team setting.

• Excellent English communication skills, both verbal and written.

• Proficiency in communicating effectively with patients via phone, email, and other channels.

• Comfort with using various advanced communication tools, including phone calls, online chats, emails, faxes, or mail.

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

• Ability to document work in a professional and efficient manner.

• A stable internet connection and a quiet, secure workspace free from interruptions for remote work.

🏝️ Benefits

• Comprehensive medical, dental, vision, and pharmacy benefits.

• Opportunities for contract increases.

• Flexible Spending Accounts available.

• 403(b) savings plan with matching contributions.

• Option for earned time cash out.

• Paid time off benefits.

• Potential for career advancement.

• Resources dedicated to supporting employee and family wellbeing.

• Permanent remote work arrangement.

• Opportunities for training and professional development.