Patient Service Representative (Remote)

Boston Medical Center (BMC); Boston (MA); Remote; USD 35,000 - 50,000; Full time

Job summary

A leading healthcare provider is seeking a Patient Service Representative to manage communications and patient inquiries in a remote setting. The role requires excellent communication skills and the ability to navigate the healthcare system. Candidates must have a high school diploma and strong computer skills. This position offers the opportunity to improve patient experiences while adhering to hospital standards and protocols.

Qualifications

• Must have a stable internet connection and a quiet workspace.
• Ability to explain complex healthcare issues with empathy.

Responsibilities

• Handle inbound and outbound communications for BMC ambulatory practices.
• Manage patient inquiries and schedule appointments.
• Document and relay patient information according to guidelines.

Skills

Communication

Empathy

Interpersonal Skills

Computer Skills

Education

High School diploma/GED

Tools

Microsoft Office

Epic

Job description

This position is permanently remote.

Position Summary

Qualified candidates must provide a stable internet connection and have a quiet, secure space 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 role includes managing patient inquiries, scheduling/rescheduling appointments, following up on patient questions/concerns regarding medication reconciliation and refills, and managing insurance verification and authorization. They will document and relay patient information to the Practices according to the Practice’s guidelines.

Position: Patient Service Representative (Remote)

Department: Ambulatory Call Center

Schedule: Full Time

Essential Responsibilities

1. Communicate with patients and staff via multiple channels including phone, online chats, emails, faxes, or mail.
2. Answer and resolve patient inquiries professionally, empathetically, and patient-centered, using effective listening and communication skills.
3. Follow established Practice guidelines to address patient issues timely; escalate calls when necessary.
4. Use a computerized scheduling system to manage appointments accurately.
5. Update patient records with detailed and accurate information using Epic.
6. Provide detailed appointment confirmations, directions, and instructions, including language-specific home instructions and lab or imaging details.
7. Identify opportunities for process improvements and stay current with healthcare developments.
8. Escalate issues outside existing protocols to meet patient needs.
9. Attend relevant training sessions and assist in training new personnel as directed.
10. Participate in staff meetings and identify process obstacles to improve patient experience.

General Duties and Standards

1. Adapt to departmental needs, including assisting team members and floating as required.
2. Conform to hospital standards, including patient rights, HIPAA, and privacy rules.
3. Follow hospital behavioral standards aligned with the hospital’s mission and goals.
4. Adhere to infection control and safety procedures.
5. Perform other duties as needed.

Education

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

Knowledge and Skills

• Ability to explain complex healthcare issues with empathy.
• Skill in navigating the healthcare system with patients.
• Effective interpersonal skills with diverse groups.
• Excellent English communication skills (oral and written).
• Comfort with multiple communication tools.
• Strong computer skills, including Microsoft Office applications.
• Ability to document work professionally and efficiently.