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 practices.

• Address patient inquiries effectively.

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

• Follow up with patients to ensure medication reconciliation and refill requests are handled.

• Conduct insurance verification and manage authorization processes.

• Accurately document and convey patient information to practices as per established guidelines.

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

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

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

• Maintain up-to-date patient records, providing detailed appointment confirmations, directions, and any necessary home, lab, or imaging instructions using Epic.

• Identify opportunities for process improvements and stay informed on healthcare trends and practice protocol changes.

• Escalate issues that fall outside existing protocols or processes.

• Attend mandatory training sessions.

• Support the training and orientation of new staff members.

• Participate in staff meetings and recognize process barriers that impact patient experience.

• Adapt to departmental needs, which may include assisting colleagues, floating between roles, and adjusting assignments as necessary.

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

• Perform additional duties as required.

⛳️ Requirements

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

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

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

• Strong interpersonal skills to interact with diverse professional groups and personalities within a team setting.

• Excellent English communication skills, both oral and written.

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

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

• Strong computer proficiency.

• 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, interruption-free workspace for remote work.

🏝️ Benefits

• Medical, dental, vision, and pharmacy benefits.

• Opportunities for contract increases.

• Flexible Spending Accounts.

• 403(b) savings matches.

• Earned time cash out options.

• Paid time off.

• Career advancement opportunities.

• Resources dedicated to supporting employee and family wellbeing.

• Permanent remote work arrangement.

• No requirement for employees to purchase equipment for or before employment.