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 in a timely manner.

• Utilize a computerized scheduling system to schedule and reschedule appointments.

• Follow up with patients concerning medication reconciliation and refills.

• Process insurance verification and manage authorization requests.

• Accurately document and communicate patient information to practices in line with guidelines.

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

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

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

• Provide precise information and update patient records using Epic.

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

• Identify areas for improvement in work processes and stay updated on healthcare developments.

• Escalate issues that fall outside established protocols or processes.

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

• Assist in training and orienting new staff members.

• Engage in staff meetings to identify process challenges.

• Adapt to departmental needs by assisting team members, floating, and modifying assignments.

• Execute other duties as required.

⛳️ Requirements

• A minimum of a High School diploma or GED.

• A stable internet connection.

• A quiet and secure workspace free from interruptions to work from home.

• 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 interact with diverse groups of professionals and personalities in a team setting.

• Exceptional English communication skills, both oral and written.

• Proficient in communicating effectively with patients through phone, email, and other channels.

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

• Strong computer proficiency.

• Familiarity with Microsoft Office applications, such as Internet Explorer, MS Word, Excel, and Outlook.

• Ability to document work accurately and efficiently.

• Adherence to patient rights, HIPAA regulations, privacy, infection control, and safety protocols.

🏝️ Benefits

• Medical insurance.

• Dental insurance.

• Vision insurance.

• Pharmacy benefits.

• Opportunities for 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.

• Permanently remote work.