Patient Service Representative II

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Boston Medical Center (BMC)

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5001 - 10000 employees

Founded 1996

Boston Medical Center (BMC) is a 511-bed, equity-led academic medical center and a proud member of the Boston Medical Center Health System. BMC delivers a model of healthcare where innovative and equitable care empowers all patients to thrive. As a premier academic medical center in Boston, a national leader in clinical care, and the largest essential hospital in New England, BMC’s world-class clinicians provide comprehensive care in more than 70 specialties and subspecialties.

📋 Description

• Handle inbound and outbound communications for six or more BMC ambulatory practices • Respond to patient inquiries and questions regarding medication reconciliation and refills • Schedule and reschedule appointments using a computerized scheduling system • Communicate with patients and staff via phone, online chat, email, fax, and mail • Resolve patient inquiries using professional, empathetic, patient-centered communication • Transfer calls when additional Practice consultation is required • Update patient records using Logician, EWS, SDK, and other management information systems • Send appointment confirmations, directions, language-specific home instructions, and lab or imaging instructions • Produce a traveler document summarizing pre-visit and patient-record information for physician care planning • Follow up after visits to confirm patient understanding and compliance with the physician’s care plan • Assist with authorizations, referrals, prescription refills, and prior authorizations • Identify opportunities to improve work processes and remain current on healthcare developments • Escalate issues outside existing protocols or processes • Attend assigned training sessions and assist with training or orientation of new personnel • Participate in staff meetings and identify process issues affecting patient experience • Adapt to departmental needs, including assisting team members, floating, and adjusting assignments • Follow hospital standards, patient rights, HIPAA and privacy rules, infection control, safety procedures, and behavioral standards

🎯 Requirements

• Minimum high school diploma/GED required • Training as a Medical Assistant, Pharmacy Technician, or relevant healthcare background, training, and/or experience providing medical terminology fluency required • Bachelor’s degree with related experience, or Associate degree, Medical Assistant certificate, or equivalent training plus at least 1 year of related work experience, or High School diploma/GED plus at least 2 years of medical office or call center work experience • Experience in the medical field, call center, or customer service preferred • Familiarity with medical terminology • Ability to explain healthcare issues to patients with empathy and concern • Ability to coach patients in navigating the healthcare system • Effective interpersonal skills with diverse professional personalities in a team environment • Excellent English oral and written communication skills • Comfort using phone calls, online chats, emails, faxes, and mail • Basic computer skills • Knowledge of Microsoft Office applications, including Word, Excel, and Outlook • Ability to document work professionally and efficiently • Must complete a background check before beginning 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 • Career advancement opportunities • Resources to support employee and family wellbeing • COVID-19 and flu vaccination, including a COVID-19 booster dose