Patient Service Representative

POSITION SUMMARY:

This position is permanently remote. Qualified candidates must provide a stable internet connection and have a quiet and secure space that is free from interruptions to work from home.

The Patient Services Rep is responsible for handling inbound and outbound communications for up to 6 BMC ambulatory practices. The Patient Services Rep will handle patient inquiries, scheduling/rescheduling appointments, following-up with patients resolving patient questions/concerns regarding medication reconciliation and refills, and insurance verification and authorization management. They will document and relay patient information to the Practices as required by the Practice’s Guidelines.

Position: Patient Service Representative (Remote)

Department: Ambulatory Call Center

Schedule: Full Time

ESSENTIAL RESPONSIBILITIES / DUTIES:

Essential Responsibilities:

• The Patient Services Rep communicates with patients and staff using multiple advanced communication tools, including phone calls, online chats, emails, faxes or mail.
• Answers and resolves patient inquiries, in a professional, empathetic and patient-centered way, through the use of effective listening, written and verbal communication skills.
• Utilizes established Practice guidelines to ensure patients issues are addressed in a timely manner and when necessary, transfers the call to the appropriate person at the Practice for additional consultation.
• Uses a computerized scheduling system to schedule/reschedule 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, providing directions as needed, providing applicable and language-specific home instructions as well as instructions for any required labs or imaging.
• Identifies opportunities to improve the work processes and environment, and changes in Practice protocols; remains current on new developments in health care.
• Escalates appropriately any issues that fall outside of an existing protocol or process to meet the needs of the patient.
• Attends scheduled training sessions for phone support, customer service, systems upgrades, newly acquired clinical systems, additional practices or other relevant training sessions, as directed by manager.
• Assists in the training/orientation of new personnel under the direction of a manager and/or supervisor.
• Participates in staff meetings/is expected to identify process issues that are obstacles to providing a positive patient experience.

General Duties and Standards

• Adapts to changes in the departmental needs including but not limited to: offering assistance to other team members, floating, adjusting assignments, etc.
• Conforms to hospital standards of performance and conduct, including those pertaining to patient rights and HIPAA and privacy rules, so that the best possible customer service and patient care may be provided.
• Utilizes hospital’s behavioral standards as the basis for decision making and to support the department and the hospital’s mission and goals.
• Follows established hospital infection control and safety procedures.
• Other duties as needed.

JOB REQUIREMENTS

EDUCATION:

A minimum of a High School diploma/GED is required.

KNOWLEDGE AND SKILLS:

• 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 work with a diverse group of professionals 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.

Equal Opportunity Employer/Disabled/Veterans