Patient Service Representative (Remote)

Boston Medical Center; United States; Remote; USD 35,000 - 55,000; Full time

Job summary

An established industry player is seeking a dedicated Patient Services Representative to join their remote team. In this vital role, you will be the first point of contact for patients, managing inquiries, scheduling appointments, and ensuring a smooth patient experience. Your ability to communicate with empathy and professionalism will be key as you navigate patient needs and provide essential information. This position offers the opportunity to work from home while contributing to a team that prioritizes patient care and satisfaction. If you are passionate about helping others and thrive in a dynamic environment, this role is perfect for you.

Qualifications

• High School diploma/GED required with strong communication skills.
• Experience in healthcare navigation and empathy towards patients.

Responsibilities

• Handle patient inquiries and schedule appointments using Epic.
• Communicate effectively with patients through various channels.

Skills

Empathy

Effective Communication

Interpersonal Skills

Microsoft Office

Healthcare Navigation

Education

High School diploma/GED

Tools

Epic

Advanced Communication Tools

Job description

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 effective listening, written, and verbal communication skills.
• Utilizes established Practice guidelines to ensure patient 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, and providing applicable and language-specific home instructions as well as instructions for any required labs or imaging.
• Identifies opportunities to improve work processes and environment, and changes in Practice protocols; remains current on new developments in healthcare.
• 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 the manager.
• Assists in the training/orientation of new personnel under the direction of a manager and/or supervisor.
• Participates in staff meetings and is expected to identify process issues that are obstacles to providing a positive patient experience.

General Duties and Standards:

• Adapts to changes in 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