Ambulatory Services Representative II

Boston Medical Center•Boston, MA

About The Position

The Ambulatory Services Representative II coordinates patient-access functions and activities for the Vascular Surgery department. The position supports front-end customer service, patient registration, insurance and coverage verification, appointment scheduling, charge entry, billing and managed care, and administrative operations. The incumbent focuses on one or more patient-access areas and provides additional support as needed to optimize daily workflow. The role also provides general administrative, physician, and departmental support, including document preparation, calendar management, handling calls and mail, and physician credentialing tasks. The incumbent is expected to follow BMC’s RESPECT behavioral standards and maintain confidentiality of personal and health-sensitive information.

Requirements

Bachelor’s degree; or associate degree plus 1 year of relevant experience; or high school diploma/GED plus 3 or more years of relevant experience.
Excellent spoken and written English communication and interpersonal skills to interact courteously and with a patient-focused approach.
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 and knowledge of Microsoft Office applications, including Word, Excel, Access, and PowerPoint, and web/internet use.
Experience with standard hospital registration and billing systems, or the ability to learn such systems.

Responsibilities

Support front-desk check-in and check-out.
Schedule vascular laboratory and radiology tests, consultations, procedures, follow-up visits, and other appointments; coordinate cross-booking with interpreters, social services, radiology, and other services as needed.
Review prior clinic notes to prepare for upcoming visits.
Obtain referrals and prior authorizations from primary care offices and insurance companies.
Review and complete Epic In-Basket messages daily.
Perform billing and managed-care functions, including responding to billing inquiries, corresponding with insurance carriers, and investigating discrepancies.
Provide general administrative support using word-processing, spreadsheet, and presentation software to create and edit department documents and presentations.
Support physicians and the department by managing physician and manager calendars, scheduling administrative appointments, answering departmental calls, and handling credentialing documents.
Provide reception and customer service, create or verify Master Patient Index registration demographics, and manage patient visits.
Verify insurance and coverage, collect copayments, review and correct registration and insurance edits, and coordinate and reconcile referrals.
Work referral work lists and make patient reminder calls.
Handle phones and mail, complete forms, file, photocopy, fax, and prepare letters and reports.
Adhere to BMC’s RESPECT behavioral standards.