Boston Medical Center (BMC) is hiring a remote Patient Service Representative to manage patient communications and administrative support for up to 6 BMC ambulatory practices. In this role, you’ll be the key point of contact for patients, handling inquiries, scheduling, and coordinating care through various communication channels.
What You'll Do
- Handle inbound and outbound patient inquiries, scheduling and rescheduling appointments.
- Follow up with patients to resolve questions regarding medication reconciliation and refills.
- Manage insurance verification and authorization processes.
- Document patient information accurately and relay necessary details to the practices.
- Communicate with patients and staff using phone calls, online chats, emails, faxes, and mail.
- Answer and resolve patient inquiries in a professional, empathetic, and patient-centered manner.
- Utilize established practice guidelines to address patient issues timely; escalate or transfer calls as needed.
- Use the computerized scheduling system (Epic) to schedule appointments, determining required appointment times.
- Provide accurate information, update patient records, and give detailed confirmations with directions and instructions.
- Identify opportunities to improve work processes and stay current on new healthcare developments.
- Attend scheduled training sessions for phone support, customer service, and systems.
- Assist in training and orientation of new personnel.
- Participate in staff meetings and identify process issues affecting patient experience.
- Adapt to changes in departmental needs, assisting team members and adjusting assignments.
- Conform to hospital standards of performance, conduct, patient rights, HIPAA, and privacy rules.
- Utilize the hospital's behavioral standards for decision making.
- Follow established hospital infection control and safety procedures.
What We're Looking For
- Minimum of a High School diploma or GED.
- Ability to explain complicated healthcare issues to patients with empathy and concern.
- Ability to empathize with and coach patients in navigating the healthcare system.
- Effective interpersonal skills to work with a diverse group of professionals in a team environment.
- Excellent English communication skills (oral and written) for effective communication over phone, email, etc.
- Must be comfortable using multiple advanced communication tools (phone calls, online chats, emails, faxes, 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 provide a stable internet connection and have a quiet, secure, interruption-free space to work from home.
Technical Stack
- Epic (scheduling system)
- Microsoft Office applications (Internet Explorer, MS Word, Excel & Outlook)
Team & Environment
You’ll be part of the Ambulatory Call Center department, working collaboratively to support multiple practices.
Benefits & Compensation
- Compensation: $20.08 - $22.61 per hour
- Comprehensive benefits (medical, dental, vision, pharmacy)
- Flexible Spending Accounts
- 403(b) savings matches
- Earned time cash out
- Paid time off
- Career advancement opportunities
- Resources to support employee and family wellbeing
Work Mode
This is a fully remote position. You must have a stable internet connection and a quiet, secure workspace.
Boston Medical Center is an Equal Opportunity Employer/Disabled/Veterans.
