Welcome to Boston Medical Center
We are a leading healthcare institution dedicated to providing exceptional patient care and innovative medical solutions. Our mission is to deliver compassionate, high-quality healthcare to our patients, and we are seeking a talented and empathetic Call Center Patient Service Representative to join our team. As a Patient Service Representative, you will be the first point of contact for our patients, providing exceptional customer service, answering inquiries, and resolving issues in a professional and patient-centered manner.
About the Role
The Call Center Patient Service Representative will be responsible for handling inbound and outbound communications for our Primary Care Practice, including scheduling and rescheduling appointments, conducting follow-up calls with patients, and resolving patient questions and concerns regarding medication refills, insurance verifications, and other activities. You will document patient information in our hospital systems, ensuring accuracy and attention to detail. As a key member of our team, you will work collaboratively with our healthcare professionals to provide seamless patient care and support.
Key Responsibilities:
- Communicate with patients and staff using multiple advanced communication tools, including phone calls, online chats, emails, faxes, or mail
- Answer and resolve patient inquiries in a professional, empathetic, and patient-centered way, using effective listening, written, and verbal communication skills
- Utilize established Practice guidelines to ensure patients' issues are addressed in a timely manner, transferring calls to the appropriate person at the Practice when necessary
- Use a computerized scheduling system to schedule and reschedule appointments, determining the right amount of time required for each patient appointment
- Provide accurate and detailed information, updating patients' records using our management information systems, including Logician, EWS, SDK, and others
- Send detailed confirmations to patients, including appointment details, directions, and applicable instructions for labs or imaging
- Follow up with patients after visits to confirm understanding and compliance with care plans developed by our Physicians
- Assist patients with completing authorizations, managing and coordinating referrals, and assisting with prescription refills
- Process referrals and work with insurance companies to initiate and follow through on all required prior authorizations for care
- Identify opportunities to improve work processes and environment, remaining current on new developments in healthcare
- Escalate issues that fall outside of existing protocols or processes to meet patient needs
- Attend scheduled training sessions for phone support, customer service, systems upgrades, and other relevant training sessions
- Assist in the training and orientation of new personnel under the direction of a manager and/or supervisor
- Participate in staff meetings, identifying process issues that obstruct providing a positive patient experience
Essential Qualifications:
To be successful in this role, you will need:
- A minimum of a High School diploma/GED, with training as a Medical Assistant, Pharmacy Technician, or other relevant healthcare background
- Experience in the medical field or as a call center or customer service agent, with a preferred equivalent of one of the following: Bachelor's degree, Associate degree, Medical Assistant certificate, or equivalent training plus at least 1 year of related work experience, or High School diploma/GED plus at least 2 years of medical office or call center work experience
- Familiarity with medical terminology and the ability to explain healthcare issues to patients with empathy and concern
- Effective interpersonal skills to work with a diverse group of professionals and personalities in a team environment
- Excellent English communication skills, both oral and written, with the ability to communicate effectively with patients over the phone and in email and other communications
- Basic computer skills and knowledge of Microsoft Office applications, including MS Word, Excel, and Outlook
- Strong interpersonal skills and the ability to work well in a team environment
Preferred Qualifications:
- Certified Medical Assistant or equivalent certification
- Experience working in a call center or customer service environment, preferably in a healthcare setting
- Knowledge of clinical information systems, including electronic health records
- Experience with calendar management, coaching, and patient follow-up
- Familiarity with HIPAA guidelines and regulations
Career Growth and Learning Benefits:
At Boston Medical Center, we are committed to the growth and development of our employees. As a Call Center Patient Service Representative, you will have access to:
- Comprehensive training programs to enhance your skills and knowledge
- Opportunities for career advancement and professional growth
- A supportive and collaborative work environment that encourages teamwork and innovation
- Competitive compensation and benefits package, including health insurance, retirement savings, and paid time off
Work Environment and Company Culture:
Our company culture is built on a foundation of compassion, respect, and excellence. We value diversity, equity, and inclusion, and we are committed to creating a work environment that is welcoming and inclusive to all employees. As a Call Center Patient Service Representative, you will be part of a dynamic team that is dedicated to delivering exceptional patient care and making a positive impact in our community.
Compensation, Perks, and Benefits:
We offer a competitive compensation package, including a salary range that is commensurate with experience. Our benefits package includes:
- Health insurance, including medical, dental, and vision coverage
- Retirement savings plan, including a 401(k) or pension plan
- Paid time off, including vacation, sick leave, and holidays
- Opportunities for professional growth and development
- A supportive and collaborative work environment
Conclusion:
If you are a motivated and empathetic individual who is passionate about delivering exceptional patient care, we encourage you to apply for this exciting opportunity. As a Call Center Patient Service Representative, you will be an integral part of our team, working collaboratively with our healthcare professionals to provide seamless patient care and support. Don't miss this chance to join our dynamic team and make a positive impact in the lives of our patients. Apply now and let's discuss how you can become a vital part of our success story.
Apply Now
Apply Now