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 and resolve any questions or concerns.

• Schedule and reschedule appointments utilizing a computerized scheduling system.

• Conduct follow-ups with patients concerning medication reconciliation and refills.

• Execute insurance verification and manage authorization processes.

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

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

• Professionally and empathetically respond to inquiries in a patient-centered manner.

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

• Update patient records accurately using Epic.

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

• Identify opportunities for enhancing work processes, the work environment, and practice protocols.

• Escalate issues that fall outside existing protocols or processes.

• Attend all scheduled training sessions.

• Support the training and orientation of new personnel under the guidance of a manager or supervisor.

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

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

• Carry out additional duties as required.

⛳️ Requirements

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

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

• Capability to empathize with and coach patients in navigating the healthcare system.

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

• Exceptional English communication skills, both oral and written.

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

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

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

• Ability to document work professionally and efficiently.

• Reliable internet connection and a quiet, secure, interruption-free workspace for remote work.

• Adherence to patient rights, HIPAA, privacy, infection control, safety, and hospital conduct standards.

🏝️ Benefits

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

• Opportunities for contract increases.

• Flexible Spending Accounts available.

• 403(b) retirement savings matches.

• Earned time cash-out options.

• Paid time off provided.

• Opportunities for career advancement.

• Resources available to support employee and family wellbeing.

• Fully remote work setup.

• Employer does not require employees to purchase equipment for or prior to employment.