Patient Service Representative

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

📋 Description

• Manage both inbound and outbound communications for as many as 6 BMC ambulatory practices.

• Address patient inquiries and coordinate the scheduling or rescheduling of appointments.

• Follow up with patients to resolve inquiries or concerns related to medication reconciliation and refills.

• Conduct insurance verification and manage authorization processes.

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

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

• Respond to and resolve patient queries utilizing professional, empathetic, and patient-focused communication.

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

• Utilize computerized scheduling systems to ascertain suitable appointment durations.

• Update patient records using the Epic system.

• Provide appointment confirmations, directions, home care instructions, and lab or imaging details.

• Identify potential improvements in processes and protocols, escalating issues that fall outside established guidelines.

• Attend training sessions and assist in the orientation of new staff members.

• Take part in staff meetings and highlight any process challenges.

• Adapt to the needs of the department, including aiding team members, floating, and modifying assignments as necessary.

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

• Perform additional duties as required.

⛳️ Requirements

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

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

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

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

• Exceptional English communication skills, both oral and written.

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

• Comfortable utilizing phone calls, online chats, emails, faxes, and postal mail for communication.

• 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 is necessary.

• A quiet and secure workspace free from interruptions while working from home.

• Completion of a background check is mandatory prior to starting employment.

• Must be vaccinated against COVID-19 and influenza and receive a COVID-19 booster dose.

🏝️ Benefits

• Medical, dental, vision, and pharmacy benefits.

• Opportunities for contract increases.

• Flexible Spending Accounts.

• 403(b) savings matching.

• Option for earned time cash-out.

• Paid time off.

• Opportunities for career advancement.

• Resources available to support employee and family wellbeing.

• COVID-19 and flu vaccinations, along with a required COVID-19 booster dose, as mandated by BMC.