Patient Service Representative (Remote)Boston Medical Center • Boston, Massachusetts, United States
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Patient Service Representative (Remote)
Boston Medical Center
- Boston, Massachusetts, United States
- Boston, Massachusetts, United States
About
This position is permanently remote.
Qualified candidates must provide a stable internet connection and have a quiet and secure space that is free from interruptions to work from home.
Position:
Patient Service Representative (Remote)
Department:
Ambulatory Call Center
Schedule:
Full Time
Essential Responsibilities / Duties
The Patient Services Rep communicates with patients and staff using advanced communication tools, including phone calls, online chats, emails, faxes or mail.
Answers and resolves patient inquiries in a professional, empathetic, patient-centered manner, using effective listening, written and verbal communication skills.
Utilizes established Practice guidelines to ensure patient issues are addressed timely 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, determining the appropriate duration for each patient appointment.
Provides accurate and detailed information and updates patient records using Epic.
Provides detailed confirmation to the patient, including appointment details, directions, language-specific home instructions, and instructions for any required labs or imaging.
Identifies opportunities to improve work processes and environment, and stays current on new developments in health care.
Escalates appropriately any issues that fall outside existing protocols or processes to meet patient needs.
Attends scheduled training sessions for phone support, customer service, system upgrades, newly acquired clinical systems, additional practices or other relevant training sessions, as directed by manager.
Assists in training/orientation of new personnel under the direction of a manager and/or supervisor.
Participates in staff meetings and identifies process issues that are obstacles to providing a positive patient experience.
General Duties and Standards
Adapts to changes in departmental needs, including offering assistance to other team members, floating, and adjusting assignments.
Conforms to hospital standards of performance and conduct, including patient rights, HIPAA, and privacy rules, to provide the best possible customer service and patient care.
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.
Performs other duties as needed.
Job Requirements Education
Minimum of a High School diploma/GED.
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 to work with a diverse group of professionals and personalities in a team environment.
Excellent English communication skills (oral and written) with the ability to communicate effectively with patients over the phone and via email and other communications.
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.
Compensation Range $20.08 - $22.61 per hour. This range offers an estimate based on minimum job qualifications. Compensation is comprehensive, considering education, experience, licensure/certifications, and includes benefits such as medical, dental, vision, pharmacy, contract increases, FSA, 403(b) savings match, earned time cash out, PTO, career advancement opportunities, and resources for employee and family wellbeing.
Equal Opportunity Employer / Disabled / Veterans
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Languages
- English
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