Patient Service Representative

🕒 5 days ago

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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 up to 6 BMC ambulatory practices • Handle patient inquiries and schedule/reschedule appointments • Follow up with patients and resolve questions or concerns regarding medication reconciliation and refills • Perform insurance verification and authorization management • Document and relay patient information to practices according to practice guidelines • Communicate with patients and staff via phone, online chat, email, fax, and mail • Answer and resolve patient inquiries using professional, empathetic, patient-centered communication • Transfer calls to appropriate practice personnel when additional consultation is needed • Use computerized scheduling systems to determine appropriate appointment duration • Update patient records using Epic • Provide appointment confirmations, directions, home instructions, and lab or imaging instructions • Identify process and protocol improvement opportunities and escalate issues outside established protocols • Attend training sessions and assist with orientation of new personnel • Participate in staff meetings and identify process obstacles • Adapt to departmental needs, including assisting team members, floating, and adjusting assignments • Follow hospital performance, conduct, patient rights, HIPAA, privacy, infection control, and safety standards • Perform other duties as needed

🎯 Requirements

• Minimum of a High School diploma/GED • Ability to explain complicated healthcare issues to patients with empathy and concern • Ability to empathize with and coach patients in navigating the healthcare system • Effective interpersonal skills with diverse groups of professionals and personalities in a team environment • Excellent English communication skills, oral and written • Ability to communicate effectively with patients by phone, email, and other communications • Comfortable using phone calls, online chats, emails, faxes, and mail • Strong computer skills • Knowledge of Microsoft Office applications, including Internet Explorer, MS Word, Excel, and Outlook • Ability to document work professionally and efficiently • Stable internet connection • Quiet and secure interruption-free work-from-home space • 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, plus a COVID-19 booster dose, required by BMC