Patient Service Representative (Remote)

📋 Description

• • As a Patient Service Representative, you will be the primary point of contact for patients interacting with up to six BMC ambulatory practices, playing a crucial role in ensuring a seamless and positive healthcare experience.
• • This permanently remote position requires you to leverage advanced communication tools, including phone, online chat, email, fax, and mail, to manage a wide range of patient interactions.
• • You will be responsible for expertly handling patient inquiries, addressing concerns with professionalism, empathy, and a patient-centered approach, utilizing effective listening, written, and verbal communication skills.
• • A key responsibility involves managing appointment scheduling and rescheduling, accurately assessing the time required for each appointment to optimize clinic flow and patient access.
• • You will be tasked with providing patients with accurate and detailed information regarding their appointments, including locations, directions, and any necessary pre-appointment instructions, such as specific home care guidelines or requirements for labs and imaging.
• • A significant aspect of the role includes managing medication reconciliation and refills, ensuring patients receive timely and accurate information and assistance with their prescriptions.
• • Insurance verification and authorization management will also fall under your purview, requiring diligence in confirming coverage and obtaining necessary approvals.
• • You will meticulously document and relay patient information to the respective practices, adhering strictly to established Practice Guidelines to maintain accurate and up-to-date patient records within the Epic system.
• • Proactively identify opportunities for process improvement within the work environment and stay abreast of changes in Practice protocols and developments in the healthcare field to enhance service delivery.
• • You will be expected to escalate issues that fall outside of existing protocols or processes, demonstrating sound judgment and a commitment to meeting patient needs effectively.
• • Active participation in scheduled training sessions is mandatory, covering topics such as phone support, customer service best practices, system upgrades, new clinical systems, and onboarding for additional practices.
• • Contribute to a supportive team environment by assisting in the training and orientation of new personnel, sharing your knowledge and experience under the guidance of management.
• • Engage in staff meetings, actively identifying process issues that may hinder the delivery of a positive patient experience and contributing to solutions.
• • Demonstrate adaptability and flexibility by assisting team members, floating to different areas as needed, and adjusting assignments to meet departmental demands.
• • Uphold hospital standards of performance and conduct, with a strong emphasis on patient rights, HIPAA, and privacy regulations, ensuring the highest level of customer service and patient care.
• • Utilize the hospital's behavioral standards as a foundation for decision-making, aligning your actions with the department's and hospital's mission and goals.
• • Strictly adhere to established hospital infection control and safety procedures to maintain a safe and healthy environment for patients and colleagues.
• • This role offers a unique opportunity to be at the forefront of patient engagement, directly impacting patient satisfaction and the operational efficiency of multiple healthcare practices, all from the comfort of your home.