Ambulatory Service Representative II

Boston Medical Center•Boston, MA

About The Position

The Ambulatory Service Representative II coordinates functions and activities related to ambulatory patient access, including front-end customer service, patient registration, insurance and coverage verification, appointment scheduling, charge entry, and administrative support. The role focuses on one or more billing, charge-entry, or managed-care functions and provides support as needed to optimize daily departmental flow. The position also provides administrative support to physicians and the department, including document preparation, calendar and appointment management, calls, credentialing documents, and general office duties. Additional patient-access responsibilities may include reception, Master Patient Index work, visit management, copayment collection, pre-authorization, referral coordination, and resolving registration and insurance edits. The representative must follow BMC’s RESPECT behavioral standards and maintain confidentiality of personal and health-sensitive information.

Requirements

High school diploma or GED plus at least 3 years of relevant experience, or an associate or bachelor’s degree plus 1 year of relevant experience.
Excellent oral and written English communication and interpersonal skills for courteous, patient-focused interactions with internal and external contacts.
Demonstrated customer service skills, including appropriate judgment, independent thinking, and creativity in resolving customer issues.
Ability to maintain strict confidentiality of personal and health-sensitive information.
Ability to handle challenging situations effectively and balance multiple priorities.
Strong computer skills, including Microsoft Word, Excel, Access, PowerPoint, and web/internet use.
Experience with standard hospital registration and billing systems, or ability to learn such systems.

Nice To Haves

Experience with medical billing or a similar setting.

Responsibilities

Perform charge entry, batch controls, billing edits, hold-bill edits, and charge reconciliations.
Support billing and managed-care functions, including responding to billing inquiries, corresponding with insurance carriers, and investigating discrepancies.
Provide administrative support using word processing, spreadsheets, and presentation software to create and edit departmental documents and presentations.
Manage physician and manager calendars and schedule administrative appointments.
Answer departmental calls and handle credentialing documents.
Provide reception and customer service.
Create or verify Master Patient Index records and manage registration demographics and visits.
Schedule appointments, including consultations, tests, in-office procedures, follow-up visits, and coordination with interpreters, social services, and radiology.
Verify insurance and coverage, collect copayments, and review and correct registration and insurance edits.
Coordinate pre-authorizations and referrals, reconcile referrals, and manage referral work lists.
Perform general administrative duties, including handling phones and mail, completing forms, filing, photocopying, faxing, and preparing letters and reports.
Adhere to BMC’s RESPECT behavioral standards.