Boston Medical Center
Job Description Summary
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 BMCs 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.
ESSENTIAL RESPONSIBILITIES / DUTIES:
The PSR is an extension of the Practice Staff and works with them to ensure a consistent and high quality experience for BMC patients:
Communicates with patients, staff and management by using multiple advanced communication tools, including phone call handling telecommunication system (Avaya ACD), emails, faxes and on-line chats and on-line scheduling applications.
Answers and resolves patient inquires, in a professional, empathetic and patient-centered way, through the use of effective listening, written and verbal communication skills.
Uses a computerized scheduling system to schedule, cancel or reschedule appointments, the PSR will determine what the right amount of time is required for each patients appointment at the Practice.
Uses computerized systems to verify and update patient insurance information
Utilizes established Practice guidelines to ensure patients issues are addressed in a timely manner and when necessary, transfers the call or sends a message to the appropriate person at the Practice for additional consultation.
Escalates any issues that fall outside of an existing protocol or process to meet the needs of the patient.
Makes outbound calls to patients to remind them of their appointment or as a follow up to a visit
Provides accurate and detailed information and updates patients records, using the various management information systems used at BMC including, but not limited to: Logician, Epic, EWS, SDK and others.
Identifies opportunities to improve work processes and assists in the implementation of those improvements as part of an overall team effort
Ability to escalate appropriately any issues that fall outside of an existing protocol or process to meet the needs of the patient population
Attends training sessions on Customer Service, system enhancements, process improvements and changes in Practice protocols and remains current on new developments in health care.
Participates in staff meetings and is expected to identify process issues that are obstacles to providing a positive patient experience.
Assist in training/orientation of new personnel under the direction of a manager/supervisor.
General Duties and Standards
Adapts to changes in the departmental needs including, but not limited to: offering assistance to other team members and other duties assigned by department supervisor/manager.
Conforms to hospital standards of performance and conduct, including those pertaining to patient rights and HIPAA and privacy rules, so that the best possible level of service is provided, for each and every patient contact.
Utilizes hospitals behavioral standards as the basis for decision making and to support the department and the hospitals mission and goals
Follow established hospital infection control and safety procedures
Other duties as required.
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.
Must have at least 1-2 years experience working in a medical office or 1-2 years experience as a call center or customer service agent
Have excellent communications skills (oral and written) and be able to communicate effectively with patients over the phone and in email and other communications
Have extensive computer experience and be able to work within multiple applications (MS Word, Excel, Outlook, and scheduling/insurance systems) and document work in a professional and efficient manner
Be familiar with medical terminology and be able explain healthcare issues to patients with empathy and concern
Have strong interpersonal skills and be able to work well in a team environment
KNOWLEDGE AND SKILLS:
Be familiar with medical terminology
Ability to empathize with and coach patients in navigating the healthcare system
Effective interpersonal skills and able to work with a diverse group of professionals and personalities in a team environment
Excellent English (multi lingual is a plus) communications skills (oral and written) with the ability to document work completed in a professional efficient manner. Bi or multilingual is a plus
Experience with standard hospital registration and billing systems or ability to learn such systems is also required
Basic computer skills and knowledge of Microsoft Office applications (MS Word, Excel & Outlook) and web/internet experience is required