Patient Service Representative (Remote)

Position Summary

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

The Patient Service Representative supports up to six BMC ambulatory practices by managing patient communications and coordinating a range of service tasks. Core work includes answering and placing calls, helping with appointment scheduling and changes, following up on patient concerns, assisting with medication reconciliation and refill questions, and handling insurance verification and authorization activities. The role also requires accurate documentation and timely sharing of patient information with the practices in line with their established guidelines.

Role: Patient Service Representative (Remote)

Department: Ambulatory Call Center

Schedule: Full Time

Key Duties

• Interact with patients and internal teams across multiple channels, including telephone, chat, email, fax, and mail.
• Respond to questions and resolve concerns in a courteous, compassionate, and patient-first manner.
• Use practice protocols to address issues quickly and route calls to the correct practice contact when additional support is needed.
• Work in a computerized scheduling platform to book and change appointments, making sure the time allotted fits the patient visit type.
• Update patient records accurately in Epic and maintain detailed documentation.
• Give patients clear appointment confirmations, including location, timing, directions, relevant language-specific home instructions, and any lab or imaging preparation steps.
• Look for ways to improve workflows, service quality, and practice procedures while staying current with healthcare updates.
• Escalate situations that do not fit an existing process or protocol so the patient’s needs are addressed appropriately.
• Attend assigned training for phone support, customer service, system upgrades, newly implemented clinical systems, additional practices, or other required learning sessions.
• Support onboarding and orientation of new team members when asked by a manager or supervisor.
• Take part in team meetings and raise process barriers that may affect patient experience.
• Adapt to changing departmental needs, including helping teammates, floating between assignments, and shifting priorities.
• Follow hospital expectations for conduct, patient rights, HIPAA, privacy, infection control, and safety.
• Perform additional duties as needed.

Requirements

• High school diploma or GED is required.
• Ability to explain complex healthcare topics clearly and with empathy.
• Strong patient-coaching skills for helping people navigate the healthcare system.
• Good interpersonal skills and the ability to work effectively with a diverse team and a range of personalities.
• Excellent verbal and written English communication skills for phone, email, and related communications.
• Comfort using several communication channels such as calls, online chat, email, fax, and mail.
• Strong computer literacy, including Microsoft Office tools such as Internet Explorer, Word, Excel, and Outlook.
• Ability to record work professionally and efficiently.
• Stable internet access and a private, interruption-free workspace at home.

Compensation and Benefits

The pay range for this role is estimated at $20.08 to $22.61 per hour, based on minimum qualifications. Final compensation may vary depending on education, experience, and relevant licensure or certifications.

Boston Medical Center Health System also offers a broad total rewards package that includes medical, dental, vision, and pharmacy coverage, contract increases, Flexible Spending Accounts, 403(b) matching, earned time cash out, paid time off, career growth opportunities, and support resources for employees and their families.

Additional Information

This employer is committed to equal opportunity for disabled individuals and veterans.

Be alert to job scams. Official openings are published on the employer’s website, and applications are accepted only through that site. Legitimate offers are not made through text messages or social media, and candidates are never asked to download apps or buy equipment before starting work.