Patient Service Representative

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Boston Medical Center (BMC)

WebsiteLinkedInAll Job Openings

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

• handling inbound and outbound communications for up to 6 BMC ambulatory practices. • handle patient inquiries, scheduling/rescheduling appointments, • follow-up with patients resolving patient questions/concerns regarding medication reconciliation and refills, • insurance verification and authorization management. • document and relay patient information to the Practices as required by the Practice’s Guidelines. • communicate with patients and staff using multiple advanced communication tools. • answers and resolves patient inquiries in a professional, empathetic and patient-centered way. • utilizes established Practice guidelines to ensure patients issues are addressed. • schedule/reschedules appointments determining the right amount of time required for each patient appointment. • provides accurate and detailed information and updates patients’ records, using Epic. • provides detailed confirmation to the patient detailing where and when the appointment is. • identifies opportunities to improve the work processes and environment, • escalates appropriately any issues that fall outside of an existing protocol or process. • attends scheduled training sessions for phone support, customer service, • assists in the training/orientation of new personnel. • participates in staff meetings and identifies process issues that are obstacles to providing a positive patient experience.

🎯 Requirements

• A minimum of a High School diploma/GED is required. • Ability to explain complicated healthcare issues to patients with empathy and concern • Ability to empathize with and coach the patient in navigating the healthcare system • Effective interpersonal skills to with a diverse group of professional and personalities in a team environment • Excellent English communication skills (oral and written) with the ability to communicate effectively with patients over the phone and in email and other communications • Must be comfortable using multiple advanced communication tools, including phone calls, online chats, emails, faxes or mail. • Strong computer skills and knowledge of Microsoft Office applications (Internet Explorer, MS Word, Excel & Outlook) • Ability to document work in a professional and efficient manner.

🏖️ Benefits

• medical • dental • vision • pharmacy • 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