Patient Service Representative II

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

📋 Description

• Manage both incoming and outgoing communications for six or more BMC ambulatory practices.

• Address patient inquiries related to medication reconciliation and refills.

• Schedule and reschedule appointments utilizing a computerized scheduling system.

• Engage with patients and staff through phone, online chat, email, fax, and postal mail.

• Resolve patient inquiries employing professional, empathetic, and patient-centered communication.

• Transfer calls when further consultation from the practice is necessary.

• Update patient records using Logician, EWS, SDK, and other management information systems.

• Dispatch appointment confirmations, directions, language-specific home instructions, and lab or imaging directives.

• Create a traveler document that summarizes pre-visit and patient record information for physician care planning.

• Follow up after visits to ensure patient understanding and adherence to the physician’s care plan.

• Assist with authorizations, referrals, prescription refills, and prior authorizations.

• Identify opportunities to enhance work processes and stay informed on healthcare advancements.

• Escalate issues that fall outside existing protocols or processes.

• Attend required training sessions and aid in the training or orientation of new staff.

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

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

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

⛳️ Requirements

• A minimum of a high school diploma or GED is required.

• Training as a Medical Assistant, Pharmacy Technician, or relevant healthcare background, training, and/or experience providing fluency in medical terminology is required.

• A Bachelor’s degree with related experience, or an Associate degree, Medical Assistant certificate, or equivalent training along with at least 1 year of related work experience, or a High School diploma/GED with a minimum of 2 years of medical office or call center experience is mandatory.

• Prior experience in the medical field, call center, or customer service is preferred.

• Familiarity with medical terminology is essential.

• Ability to explain healthcare topics to patients with empathy and concern is crucial.

• Capacity to guide patients in navigating the healthcare system effectively.

• Strong interpersonal skills to collaborate with diverse professional personalities within a team environment.

• Exceptional English oral and written communication abilities are required.

• Comfort with using phone calls, online chats, emails, faxes, and postal mail is necessary.

• Basic computer skills are essential.

• Proficiency in Microsoft Office applications, including Word, Excel, and Outlook is expected.

• Ability to document work in a professional and efficient manner is required.

• Completion of a background check is mandatory before commencing employment.

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

🏝️ Benefits

• Medical, dental, vision, and pharmacy benefits.

• Contract increases.

• Flexible Spending Accounts.

• 403(b) savings matches.

• Earned time cash out.

• Paid time off.

• Opportunities for career advancement.

• Resources available to support employee and family wellbeing.

• COVID-19 and flu vaccination, including a COVID-19 booster dose.