Patient Service Representative

Position summary

This is a permanently remote role. Candidates must have a dependable internet connection and a quiet, secure workspace at home that is free from interruptions.

The Patient Service Representative supports communication for as many as six BMC ambulatory practices. The role involves managing incoming and outgoing patient contact, helping with appointment booking and changes, following up on patient questions, addressing concerns about medication reconciliation and refills, and handling insurance verification and authorization tasks. Information must be recorded and passed along to the practices according to their guidelines.

Department: Ambulatory Call Center

Schedule: Full time

Responsibilities

• Interact with patients and internal staff across several communication channels, such as calls, chat, email, fax, and mail.
• Respond to patient questions in a courteous, compassionate, and patient-focused manner by using strong listening and communication skills.
• Apply practice-specific guidelines to resolve concerns quickly and route calls to the right practice contact when additional support is needed.
• Use computerized scheduling tools to book and change appointments while selecting the appropriate time slot for each visit.
• Enter accurate notes and update patient information in Epic.
• Give patients clear appointment confirmations, including location, timing, directions, and relevant home-care, lab, or imaging instructions in the appropriate language.
• Look for ways to improve workflow, workplace conditions, and practice procedures, and stay informed about changes in healthcare.
• Escalate matters that do not fit an existing process or protocol so the patient’s needs are met appropriately.
• Attend required training for phone support, customer service, system upgrades, newly introduced clinical systems, additional practices, or other assigned learning sessions.
• Support onboarding and orientation for new team members under the guidance of a manager or supervisor.
• Take part in team meetings and help surface process barriers that affect patient experience.
• Adjust to changing departmental needs, including helping teammates, floating to other work, or taking on different assignments.
• Follow hospital performance and conduct expectations, including patient rights, HIPAA, and privacy requirements.
• Use hospital behavioral standards to guide decisions and support the mission and goals of the department and organization.
• Comply with infection control and safety procedures.
• Complete additional duties as assigned.

Requirements

• High school diploma or GED is required.
• Ability to explain complex healthcare topics to patients with empathy and care.
• Comfort guiding patients through the healthcare system and helping them navigate it effectively.
• Strong interpersonal skills for working with diverse personalities and professionals in a team setting.
• Excellent spoken and written English, with the ability to communicate clearly by phone, email, and other channels.
• Comfort using multiple advanced communication tools, including calls, chat, email, fax, and mail.
• Strong computer literacy, including familiarity with Microsoft Office tools such as Internet Explorer, Word, Excel, and Outlook.
• Ability to document work accurately, professionally, and efficiently.
• Stable internet connection and a private, interruption-free home workspace are required for remote work.

Compensation and benefits

The base pay range is $20.08 to $22.61 per hour. The final offer may vary based on factors such as education, experience, and any directly relevant licensure or certifications.

Additional total compensation may include medical, dental, vision, and pharmacy benefits, contract increases, flexible spending accounts, 403(b) savings matches, earned time cash out, paid time off, career growth opportunities, and resources that support employee and family wellbeing.

Equal opportunity

The employer is an equal opportunity organization and welcomes disabled individuals and veterans.

Important notice

Employment scams have increased. Official openings are posted only on the company’s website, and applications are accepted only through that site. Legitimate hiring processes do not require downloading apps, making offers by text or social media, or purchasing equipment before employment.