Patient Service Representative

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

📋 Description

• Manage both inbound and outbound communications for a maximum of six BMC ambulatory practices.

• Address patient inquiries effectively.

• Schedule and reschedule appointments utilizing a computerized scheduling system.

• Follow up with patients to resolve questions and concerns regarding medication reconciliation and refills.

• Conduct insurance verification and manage authorization requests.

• Document and communicate patient information to practices in accordance with 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 in a professional, empathetic, and patient-focused manner.

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

• Provide accurate information and update patient records in the Epic system.

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

• Identify opportunities for process improvements and stay updated on healthcare advancements.

• Escalate issues that fall outside established protocols or processes.

• Attend scheduled training sessions.

• Assist with the training and orientation of new staff members.

• Participate in staff meetings and identify process issues that impact patient experience.

• Adapt to departmental needs, including assisting colleagues, floating to different roles, and modifying assignments.

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

• Perform additional duties as required.

⛳️ Requirements

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

• Reliable internet connection.

• A quiet and secure environment free from interruptions for remote work.

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

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

• Strong interpersonal skills to collaborate effectively with diverse professional groups and personalities in a team setting.

• Excellent communication skills in English, both oral and written.

• Proficiency in communicating with patients via phone, email, and other communication channels.

• Comfortable using phones, online chats, emails, faxes, and mail.

• Solid computer skills and familiarity with Microsoft Office applications, including Internet Explorer, MS Word, Excel, and Outlook.

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

🏝️ Benefits

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

• Opportunities for contract increases.

• Flexible Spending Accounts available.

• 403(b) savings plan with employer matching.

• Option for earned time cash out.

• Paid time off benefits.

• Opportunities for career advancement.

• Resources available to support the wellbeing of employees and their families.

• Fully remote work arrangement.

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