Patient Service Representative

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

📋 Description

• Manage both inbound and outbound communications for up to six BMC ambulatory practices.

• Address patient inquiries promptly.

• Schedule and reschedule appointments utilizing a computerized scheduling system.

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

• Conduct insurance verification and manage authorization processes.

• Record and relay patient information to practices following established guidelines.

• Engage with patients and staff through various channels including phone calls, online chats, emails, faxes, and mail.

• Respond to and resolve patient inquiries employing effective listening as well as verbal and written communication skills.

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

• Provide precise information and maintain patient records using the Epic system.

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

• Identify opportunities to enhance work processes and stay updated on healthcare trends.

• Escalate issues that fall outside established protocols or processes.

• Attend required training sessions.

• Support the training and orientation of new staff under the direction of a manager or supervisor.

• Participate in staff meetings to identify process barriers affecting the patient experience.

• Adjust to departmental needs by assisting team members, floating, and modifying assignments as necessary.

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

• Carry out other duties as assigned.

⛳️ Requirements

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

• Ability to convey complex healthcare issues to patients with empathy and understanding.

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

• Strong interpersonal skills to work effectively with a diverse range of professionals and personalities in a team setting.

• Excellent verbal and written communication skills in English.

• Proficient in communicating with patients via phone, email, and other mediums.

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

• Strong computer literacy.

• Familiarity with Microsoft Office applications, including 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

• Medical, dental, vision, and pharmacy benefits.

• Contract increases.

• Flexible Spending Accounts.

• 403(b) retirement savings matches.

• Earned time cash out options.

• Paid time off.

• Opportunities for career advancement.

• Resources available to support employee and family wellbeing.