Job type full-time
Full job description
Patient service representative
Boston medical center (bmc) is more than a hospitalIt`s a network of support and care that touches the lives of hundreds of thousands of people in need each yearIt is the largest and busiest provider of trauma and emergency services in new englandEmphasizing community-based care, bmc is committed to providing consistently excellent and accessible health services to all-and is the largest safety-net hospital in new englandThe hospital is also the primary teaching affiliate of the nationally ranked boston university school of medicine (busm) and a founding partner of boston healthnet - an integrated health care delivery systems that includes many community health centersJoin bmc today and help us achieve our vision 2030 which is a long-term goal to make boston the healthiest urban population in the world.
Position: patient service representative
Department: ambulatory call center
Schedule: full time
The patient services rep will be responsible for handling inbound and outbound communications for bmc`s primary care practiceThe 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 managementThey will document and relay patient information to the practices as required by the practice`s guidelines.
This position is permanently remoteQualified candidates must provide their own stable internet connection and a quiet and secure space to work from home.
Essential responsibilities / duties:
The patient services representative communicates with patients and staff using multiple advanced communication tools, including phone calls, online chats, emails, faxes or mail.
Answers and resolves patient inquires, 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 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
Provides accurate and detailed information and updates patient records using epic
Provides detailed and clear 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.
Prepares patients for telemedicine visits by providing clear instructions for the use of phone and video in the place of in-person appointments
Identifies opportunities to improve the work processes and environment, and changes in practice protocols; remains current on new developments in health care.
Applies critical thinking skills to address any issues that fall outside of an existing protocol or process to meet the needs of the patient
Attends scheduled training sessions regarding phone support, customer service, systems upgrades, newly acquired clinical systems, or other relevant training sessions, as directed by manager.
Attends scheduled training sessions to learn to support additional ambulatory practices 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.
A minimum of a high school diploma/ged is requiredTraining as a medical assistant, pharmacy technician, or other relevant healthcare background, training and/or experience that will be provide the ability to understand and be fluent in medical terminology is also required.
Experience in the medical field or as a call center or customer service agent is preferred.
Experience should be equivalent to one of the following:
Bachelor`s degree (related experience would be preferred but not required).
Associate degree, medical assistant certificate or equivalent training plus at least 1 year related work experience or
High school diploma/ged plus at least 2 years medical office or call center work experience 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 resulting in the ability to work with a diverse group of professionals and personalities in a team environment
Ability to handle challenging patient interactions and to remain resilient during times of high call volume
Ability to work autonomously without the need for constant supervision
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
Must be punctual and present for scheduled shifts
Req id: 22083