Patient Service Representative (Remote)

BMC Software

2d•$20 - $23•Remote

About The Position

The Patient Service Representative works permanently remotely in the Ambulatory Call Center, supporting up to six BMC ambulatory practices. The role handles inbound and outbound patient communications, including inquiries, appointment scheduling and rescheduling, follow-up, medication reconciliation and refill questions, and insurance verification and authorization management. The representative documents and relays patient information according to practice guidelines. The position uses multiple communication channels and a computerized scheduling system, and updates patient records in Epic. Representatives provide patients with appointment details, directions, and applicable language-specific home, laboratory, or imaging instructions. They follow established practice and hospital protocols, escalate issues when needed, attend training and staff meetings, and may assist with onboarding new personnel. The position requires a stable internet connection and a quiet, secure home workspace free from interruptions.

Requirements

High school diploma or GED.
Ability to explain complicated health care issues to patients with empathy and concern.
Ability to empathize with patients and coach them in navigating the health care system.
Effective interpersonal skills for working with a diverse group of professionals and personalities in a team environment.
Excellent spoken and written English communication skills, including communicating with patients by phone, email, and other channels.
Comfort using multiple communication tools, including phone calls, online chats, email, fax, or mail.
Strong computer skills and knowledge of Microsoft Office applications, including Internet Explorer, Word, Excel, and Outlook.
Ability to document work professionally and efficiently.
Stable internet connection and a quiet, secure, interruption-free workspace at home.

Responsibilities

Handle inbound and outbound patient communications through phone calls, online chats, email, fax, or mail.
Answer and resolve patient inquiries professionally and empathetically using effective listening and written and verbal communication skills.
Follow practice guidelines to address patient issues promptly and transfer calls to the appropriate practice contact when additional consultation is needed.
Schedule and reschedule appointments using a computerized scheduling system and determine the appropriate time for each appointment.
Provide accurate information and update patient records in Epic.
Confirm appointment locations and times, provide directions as needed, and give applicable language-specific home instructions and instructions for required laboratory tests or imaging.
Identify opportunities to improve work processes and the work environment, stay current on changes to practice protocols, and remain aware of new developments in health care.
Escalate issues outside established protocols or processes appropriately.
Attend assigned training sessions on phone support, customer service, system upgrades, clinical systems, additional practices, or other relevant topics.
Assist with training and orientation of new personnel under a manager's or supervisor's direction.
Participate in staff meetings and identify process issues that obstruct a positive patient experience.
Adapt to changing departmental needs, including assisting team members, floating, and adjusting assignments.
Follow hospital standards of conduct, patient rights, HIPAA and privacy rules, infection control procedures, and safety procedures.
Perform other duties as needed.