- 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.
- 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.
- 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.
-
Customer Service Representative
2 weeks ago
Withings Boston, United StatesWithings is on a mission to be the trusted leader in clinical-grade smart health devices. Already the leading innovator of smart scales, our product portfolio includes connected scales, connected blood pressure monitors, sleep monitors, thermometers, and health/activity wearables ...
-
Client Services Representative
1 week ago
Phyton Talent Advisors Boston, United StatesOur Client, a Global Financial Services Company, is seeking a Client Services Specialist in their Boston, MA location. · Responsibilities: · Client Service and Inquiry Response: · Proactively respond to custody-related client inquiries on a daily basis. · Collaborate with intern ...
-
Customer Service Representative
1 week ago
Polly Boston, United StatesCustomer Service Representative · Job Overview · Customer Service Representative · Join team of professionals that are out to disrupt and transform the insurance and auto retail industries. Polly is looking for a Customer Service Representative to join our Personal Lines Servi ...
-
Guest Service Representative
3 weeks ago
Au Bon Pain Boston, United StatesThis position contributes to Au Bon Pain's success by ensuring ABP guest service and cafe standards are met and exceeded. Hourly team members accomplish this by consistently exceeding our guest's expectations, providing delicious food and engaging se Guest Service, Representative ...
-
Registration Services Representative
2 weeks ago
Partners Healthcare System Boston, United StatesAbout Us · As 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 Ge ...
-
Customer Service Representative
4 weeks ago
NR Consulting Boston, United StatesJob Title: Customer Service Representative · Location: Boston, MA 02116 · Position Type: Contract with Possible extension · Duration: 2+ months · Overview : · Customer Service Representative is responsible for by operating key stations by activating a typewriter-style keyb ...
-
Client Service Representative
3 weeks ago
Daley and Associates Boston, United StatesClient Service Representative Investment Management- Boston, MA · We are currently seeking candidates for a Client Service Representative opportunity with an industry leading Investment Management firm located in Boston, MA. The Client Service Representative will develop and uti ...
-
Customer Service Representative
1 week ago
Circle K Stores, Inc. Boston, United StatesStore : 1 Sunderland Rd, Whately, Massachusetts 01093 · Availability - Shift/DaysFlexible Availability · Customer Service Representative · We want you to join our team as a Customer Service Representative. If you have the desire to be challenged, work in a fast-paced, fun envi ...
-
Client Services Representative
1 week ago
Beacon Hill Boston, United StatesTo Apply for this Job Click Here · Our client, an asset management company in Boston, is seeking a temporary Client Services Representative to join their team in early June. This role is slated for 3-6 months with perm potential and has a rotational schedule with shift changes ...
-
Customer Service Representative
4 weeks ago
Money Fit by DRS Boston, United StatesOur client is seeking a dedicated customer service representative to join their team. You will be a key player in delivering outstanding customer service as a liaison between customers and the company. They have a 5-day work week; enjoy Saturday and Sunday off We have an immediat ...
-
Customer Service Representative
4 weeks ago
Indotronix International Corporation Boston, United StatesJob Title: Customer Service Representative - Onsite · Location: 133 Portland St, Boston, MA 02114 · Duration: 6+ months · Payrate : $23hr on W2 for English speaking and $25/hr for Bilingual (Spanish and English) · Job Descripiton: · Interact face to face live with walk in cl ...
-
Service and Sales Representative
1 week ago
Auto-Chlor System Boston, United StatesJob Description · Job Description Salary: $56,000-$65,000/year · Auto-Chlor System is immediately hiring for a Service and Sales Representative for our Foxborough, MA location. Come be a part of a growing organization with a strong brand reputation that thrives off reliable cust ...
-
Client Services Representative
1 week ago
Beacon Hill Staffing Group Boston, United StatesOur client, an asset management company in Boston, is seeking a temporary Client Services Representative to join their team in early June. This role is slated for 3-6 months with perm potential and has a rotational schedule with shift changes weekly. This position additionally co ...
-
patient service representative
3 weeks ago
Beth Israel Lahey Health Boston, MA , USA, United StatesWhen you join the growing BILH team, you're not just taking a job, you're making a difference in people's lives. · Job Type: · Regular · Scheduled Hours: · 40 · Work Shift: · Day (United States of America) · Patient Service Representative plans oversee & organize daily operations ...
-
Guest Services Representative
2 weeks ago
Ropes & Gray Boston, United StatesAbout Ropes & Gray: · Ropes & Gray is a preeminent, global law firm. The firm has been ranked in the top-three on The American Lawyer's prestigious "A-List" for seven years and is ranked #1 on International's "A-List" in the U.K.rankings that honor the "Best of the Best" firms. ...
-
Customer Service Representative
1 week ago
Indotronix International Corporation Boston, United StatesJob Title: Customer Service Representative Enlish/Spanish Bilingual · Location: 133 Portland St, Boston, MA 02114 · 6+ Months contract · Onsite role: · Candidate must be fully vaccinated as per State of MA law. · Interact face to face live with walk in clients · Research an ...
-
Client Service Representative
3 weeks ago
MFS Investment Management Boston, United StatesAt MFS, you will find a culture that supports you in doing what you do best. Our employees work together to reach better outcomes, favoring the strongest idea over the strongest individual. We put people first and demonstrate care and compassion for our community and each other. ...
-
Client Services Representative
2 weeks ago
NVA Boston, United StatesBack Bay Veterinary Clinic is passionate about building the ultimate bond and experience between pet parents and our veterinary team. Providing our companion animals with exceptional medical care is what sets us above the rest. · What we are looking for: · A Full-time Client Serv ...
-
Client Services Representative
3 weeks ago
NVA Boston, United StatesBack Bay Veterinary Clinic is passionate about building the ultimate bond and experience between pet parents and our veterinary team. Providing our companion animals with exceptional medical care is what sets us above the rest. · What we are looking for: · A Full-time Client Se ...
-
Service Sales Representative
3 weeks ago
CentiMark Boston, United StatesQuestMark has an exceptional opportunity for a full-time Service Sales Representative to maintain and establish service sales in Boston, MA This role offers a base salary of $55k - $65k, plus commissions · QuestMark, a division of CentiMark Corporation · , is the nation's larges ...
Call Center- Patient Service Representative - Boston, United States - Boston Medical Center
Description
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:
General Duties and Standards
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:
Equal Opportunity Employer/Disabled/Veterans