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 and arrange or modify appointments as needed.

• Follow up with patients to answer questions or resolve issues related to medication reconciliation and refills.

• Conduct insurance verification and manage authorization processes.

• Document and communicate patient information to practices in accordance with established guidelines.

• Interact with patients and staff through phone, online chat, email, fax, and postal mail.

• Respond to and resolve patient inquiries employing professional, empathetic, and patient-centered communication.

• Utilize practice guidelines to handle patient concerns and transfer calls for additional consultation when necessary.

• Operate computerized scheduling systems to determine suitable appointment lengths.

• Accurately update patient records using Epic software.

• Provide patients with appointment confirmations, directions, language-specific home instructions, and lab or imaging guidelines.

• Identify opportunities for process improvements and stay updated on healthcare advancements and changes in practice protocols.

• Escalate issues that fall outside established protocols or processes.

• Attend mandatory training sessions.

• Assist in the training and orientation of new staff.

• Participate in staff meetings and identify barriers to a positive patient experience.

• Adapt to the needs of the department by supporting team members, floating, and adjusting assignments as required.

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

• Undertake other duties as necessary.

⛳️ Requirements

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

• Ability to articulate complex healthcare issues to patients with empathy and concern.

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

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

• Excellent oral and written communication skills in English.

• Proficient in using phone calls, online chats, emails, faxes, and traditional mail.

• Strong computer proficiency, including knowledge of Microsoft Office applications such as Internet Explorer, MS Word, Excel, and Outlook.

• Competence in documenting work in a professional and efficient manner.

• A stable internet connection and a quiet, secure, interruption-free workspace at home are required.

• Must adhere to patient rights, HIPAA regulations, privacy standards, infection control protocols, and safety procedures.

🏝️ Benefits

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

• Opportunities for contract increases.

• Flexible Spending Accounts available.

• 403(b) savings matches offered.

• Option for earned time cash out.

• Paid time off included.

• Career advancement opportunities provided.

• Access to resources supporting employee and family wellbeing.