Call Center- Patient Service Representative

2 weeks ago

Boston, United States Boston Medical Center Full time

The Patient Service Representative (PSR) will be the first point-of-contact for BMC patients. They are responsible for answering inbound calls, emails and on-line appointments, for various BMC's Practices, including, Primary Care, Medical Specialties, Family Medicine and other Practices within BMC. The PSR will handle all patient inquiries, including, but not limited to scheduling and/or rescheduling appointments, conducting follow up calls with patients, resolving patient questions/concerns regarding medication refills, insurance verifications and other activities to satisfactorily resolve patient requests. They will document patient information in the appropriate hospital systems as required by the Practice Guidelines.

The Patient Services Rep will be responsible for handling inbound and outbound communications for BMC's Primary Care Practice. The Patient Services Rep will handle patient inquiries, scheduling/rescheduling appointments, following-up with patients resolving patient questions/concerns regarding medication reconciliation and refills, and insurance verification and authorization management. They will document and relay patient information to the Practices as required by the Practice's Guidelines.

ESSENTIAL RESPONSIBILITIES / DUTIES:

The Patient Services Rep is intended to "extend" the capabilities of the Practice by working as a partner to the Practice Team and supporting the major work flows in the Practice. Duties include:

Essential Responsibilities:

  • The Patient Services Rep communicates with patients and staff using multiple advanced communication tools, including phone calls, online chats, emails, faxes or mail.
  • Answers and resolves patient inquires, in a professional, empathetic and patient-centered way, through the use of effective listening, written and verbal communication skills.
  • Utilizes established Practice guidelines to ensure patients issues are addressed in a timely manner and when necessary, transfers the call to the appropriate person at the Practice for additional consultation.
  • Uses a computerized scheduling system to schedule/reschedules appointments determining the right amount of time required for each patient appointment.
  • Provides accurate and detailed information and updates patients' records, using the various management information systems used at BMC: Logician, EWS, SDK and others.
  • Sends detailed confirmation to the patient detailing where and when the appointment is, providing directions as needed, providing applicable and language specific home instructions as well as instructions for any required labs or imaging.
  • The conclusion of the pre-visit prep process is the production of a "traveler" document that will accompany the patient during their visit with the physician. The traveler will summarize the information collected during the pre-visit process, along with all information from the patient record, to help guide the physician in their care planning activities.
  • Follows up with the Patient after a visit to confirm understanding and compliance with the care plan developed by the Physician (care plan management). Assists patient with completing authorizations, managing and coordinating referrals and assisting with prescription refills.
  • Processes referral and works with insurance companies to initiate and follow-through on all required prior authorizations for care.
  • Identifies opportunities to improve the work processes and environment, and changes in Practice protocols; remains current on new developments in health care.
  • Escalates appropriately any issues that fall outside of an existing protocol or process to meet the needs of the patient
  • Attends scheduled training sessions for phone support, customer service, systems upgrades, newly acquired clinical systems, or other relevant training sessions, as directed by manager.
  • Assists in the training/orientation of new personnel under the direction of a manager and/or supervisor.
  • Participates in staff meetings/is expected to identify process issues that are obstacles to providing a positive patient experience.

General Duties and Standards

  • Adapts to changes in the departmental needs including but not limited to: offering assistance to other team members, floating, adjusting assignments, etc
  • Conforms to hospital standards of performance and conduct, including those pertaining to patient rights and HIPAA and privacy rules, so that the best possible customer service and patient care may be provided.
  • 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.
  • Other duties as needed.

EDUCATION:

A minimum of a High School diploma/GED is required. Training as a Medical Assistant, Pharmacy Technician, or other relevant healthcare background, training and/or experience that will be provide the ability to understand and be fluent in medical terminology is also required.

Experience in the medical field or as a call center or customer service agent is preferred.

Experience should be equivalent to one of the following:
- Bachelor's degree (related experience would be preferred but not required).
- Associate degree, Medical Assistant certificate or equivalent training plus at least 1 year related work experience or
- High School diploma/GED plus at least 2 years medical office or call center work experience required.

KNOWLEDGE AND SKILLS:

  • Familiarity with medicalterminology and be able explain 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 with a diverse group of professional 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 in email and other communications
  • Must be comfortable using multiple advanced communication tools, including phone calls, online chats, emails, faxes or mail.
  • Basic computer skills and knowledge of Microsoft Office applications (MS Word, Excel & Outlook) and document work in aprofessional andefficient manner
  • Have strong interpersonal skills and be able to work wellin a team environment.

Equal Opportunity Employer/Disabled/Veterans

  • Member Services Representative I

    2 weeks ago

    Boston, United States State of Massachusetts Full time

    Office of the Massachusetts State Treasurer and Receiver General ("Treasury") Our mission is to manage and safeguard the State's public deposits and investments through sound business practices for the exclusive benefits of our citizens, and perform Member Services, Member Service, Call Center, Representative, Customer Service, Retirement, Retail

  • Call Center Representative

    2 weeks ago

    Boston, United States Compunnel Full time

    DescriptionCall Center Rep -Boston, MAHours: 8-4:30 (would also consider 8:30-5)Length: temp to permDepartment: Neurosciences (60 Fenwood St., Boston)Handle new patient scheduling for spine patientsAnswer busy phone calls and triage them to proper contacts. Help with follow up calls. Knowledge of worker's comp and insurance a big plus. Additional client...

  • PATIENT SERVICES REPRESENTATIVE

    1 week ago

    Boston, MA 02122, USA, United States Dothouse Health Full time

    Job Type Full-timeDescriptionSUMMARY:Reporting to the Patient Access Manager, the Patient Service Representative is cross-trained to support various clinical and non-clinical department operations by registering patients, verifying insurance information, and managing appointments including scheduling and confirmation calls. The Patient Service Representative...

  • Call Center Representative

    2 weeks ago

    Boston, United States Mass Bay Credit Union Full time

    Choosing Mass Bay Credit Union means choosing to be part of a community that cares about each other and about you. Primary Function: Provides quality information and exceptional member service and support by telephone and/or electronically. Answers member inquiries and/or resolves telephone and e-mail questions regarding account information. Transfers...

  • Call Center Representative

    2 weeks ago

    Boston, United States Mass Bay Credit Union Full time

    Choosing Mass Bay Credit Union means choosing to be part of a community that cares about each other and about you. Primary Function: Provides quality information and exceptional member service and support by telephone and/or electronically. Answers member inquiries and/or resolves telephone and e-mail questions regarding account information. Transfers calls...

  • Call Center Representative

    4 weeks ago

    Boston, United States Mass Bay Credit Union Full time

    Job DescriptionJob DescriptionChoosing Mass Bay Credit Union means choosing to be part of a community that cares about each other and about you. Primary Function: Provides quality information and exceptional member service and support by telephone and/or electronically. Answers member inquiries and/or resolves telephone and e-mail questions regarding account...

  • Patient Access Representative

    4 weeks ago

    Boston, United States East Boston Neighborhood Health Center Full time $18 - $22

    Patient Access Representative Full time, Benefit eligible Monday-Friday 8am-5pm and could include evening, weekend or holiday rotations Bilingual (English/Spanish)The Patient Access Representative is expected to make all patients feel welcome, over the phone or in person, while capturing comprehensive and accurate information.  Primarily performs all...

  • Patient Access Representative

    1 week ago

    Boston, United States East Boston Neighborhood Health Center Full time

    Thank you for your interest in careers at EBNHC!Everywhere you turn, you can feel it.  There's an immeasurable level of enthusiasm at East Boston Neighborhood Health Center (EBNHC), one of the largest community health centers in the country.  From the nurses and physicians on the front line of patient care, to the managers who shape our policies, to the...

  • Patient Access Representative

    1 week ago

    Boston, Massachusetts, United States East Boston Neighborhood Health Center Full time

    Thank you for your interest in careers at EBNHCEverywhere you turn, you can feel it. There's an immeasurable level of enthusiasm at East Boston Neighborhood Health Center (EBNHC), one of the largest community health centers in the country. From the nurses and physicians on the front line of patient care, to the managers who shape our policies, to the...

  • Practice Assistant Call Center

    4 days ago

    Boston, United States Mattapan Community Health Center Inc Full time

    Description:POSITION DESCRIPTIONPOSITION: Practice Assistant – Call CenterDEPARTMENT: Call CenterLOCATION: 1575 Blue Hill Avenue, Mattapan, MA 02126REPORTS TO: Operations ManagerTYPE: Full -Time: ExperiencedSALARY: OpenSummary:The Practice Assistant – Call Center is the first person with whom a patient or family member will interact, via telephone prior...

  • PATIENT SERVICE REPRESENTATIVE

    1 week ago

    Boston, MA 02129, USA, United States Spaulding Rehabilitation Full time

    Patient Service Rep Needed at SpauldingSummaryOversee and perform all activities associated with the outpatient registration service and scheduling of outpatients including supporting all other front office staff. Coordinate the complete demographic and insurance intake,computerized registration, scheduling of patients and verifying the individual's...

  • Patient Service Representative

    16 hours ago

    Boston, United States ZOLL LifeVest Full time

    Job DescriptionJob DescriptionPosition Title: Patient Service Representative (PSR)Remote independent contract worker positionCompetitive fee for serviceFlexibility – work around your scheduleLifesaving medical technologyThe Cardiac Management Solutions division of ZOLL Medical Corporation develops products to protect and manage cardiac patients, including...

  • Patient Service Representative

    19 hours ago

    Boston, United States ZOLL LifeVest Full time

    Job DescriptionJob DescriptionPosition Title: Patient Service Representative (PSR)Remote independent contract worker positionCompetitive fee for serviceFlexibility – work around your scheduleLifesaving medical technologyThe Cardiac Management Solutions division of ZOLL Medical Corporation develops products to protect and manage cardiac patients, including...

  • Service Center Representative

    2 weeks ago

    Boston, United States Safety Insurance Full time

    Job DetailsLevel Entry Job Location Safety Insurance Main Office - Boston, MA Position Type Full Time Education Level Bachelor's Degree Travel Percentage None Job Shift Day Job Category Insurance Benefits of Working for Safety Safety Insurance has become one of the leading property and casualty insurance providers in Massachusetts mainly because of our...

  • Patient Service Representative

    2 weeks ago

    Boston, Massachusetts, United States Integrated Dermatology of Newton-Brighton Full time

    Job Description Our busy dermatology practice is seeking a patient service representative to join our team!  This position should be flexible to fit the dynamic needs of the clinic on a daily basis.   Duties:  Patient scheduling, reminder calls, and follow-up appointment scheduling Checking patients in, verifying insurance, as well as updating patient...

  • Call Center Representative I

    6 days ago

    South Boston, United States City of Boston Credit Union Full time

    **Responsibilities**: OVERVIEW: Answer incoming service calls ensuring first-call resolution; perform member inquiries and transactions while providing the highest quality member experience. Operate within a high volume call environment to perform a basic transactional and /or support duties with a high degree of accuracy and in accordance with CBCU policies...

  • Registration Services Representative

    52 minutes ago

    Boston, United States Partners Healthcare System Full time

    About UsAs a not-for-profit organization, Mass General Brigham is committed to supporting patient care, research, teaching, and service to the community by leading innovation across our system. Founded by Brigham and Women's Hospital and Massachusetts General Hospital, Mass General Brigham supports a complete continuum of care including community and...

  • PATIENT ACCESS REPRESENTATIVE

    1 week ago

    Boston, MA 02128, USA, United States East Boston Neighborhood Health Center Full time

    Thank you for your interest in careers at EBNHC! Everywhere you turn, you can feel it. There's an immeasurable level of enthusiasm at East Boston Neighborhood Health Center (EBNHC), one of the largest community health centers in the country. From the nurses and physicians on the front line of patient care, to the managers who shape our policies, to the...

  • Call Center Coordinator

    2 weeks ago

    Boston, United States Tufts University Full time

    Overview The Dental School Call Center department is responsible for answering incoming phone calls efficiently for the entire school and identifying the patient's needs and assisting to their questions and inquiries appropriately. What You'll Do The Call Center Coordinator is responsible for providing quality customer service for all internal and...

  • Call Center Operations Lead

    2 weeks ago

    Boston, United States Wellist Full time

    Wellist is seeking a mission-driven Call Center Operations Lead to help make life easier for patients, employees, and their families. This role will be responsible for optimizing call center operations to improve quality and reduce cost. This Call Center Operations Lead must be passionate about improving user's lives and supporting the development of their...