PatientServiceRepresentative

handling inbound and outbound communications for up to 6 BMC ambulatory practices

handling patient inquiries

scheduling/rescheduling appointments

following-up with patients

resolving patient questions/concerns regarding medication reconciliation and refills

insurance verification and authorization management

documenting and relaying patient information to the Practices as required by the Practice’s Guidelines

communicates with patients and staff using multiple advanced communication tools

including phone calls

Answers and resolves patient inquires

empathetic and patient-centered way

through the use of effective listening

written and verbal communication skills

Utilizes established Practice guidelines to ensure patients issues are addressed in a timely manner and when necessary

transfers the call to the appropriate person at the Practice for additional consultation

Uses a computerized scheduling system to schedule/reschedules appointments determining the right amount of time required for each patient appointment

Provides accurate and detailed information and updates patients’ records

Provides detailed confirmation to the patient detailing where and when the appointment is

providing directions as needed

providing applicable and language specific home instructions as well as instructions for any required labs or imaging

Identifies opportunities to improve the work processes and environment

and changes in Practice remains current on new developments in health care

Escalates appropriately any issues that fall outside of an existing protocol or process to meet the needs of the patient

Attends scheduled training sessions for phone support

newly acquired clinical systems

additional practices or other relevant training sessions

as directed by manager

Assists in the training/orientation of new personnel under the direction of a manager and/or supervisor

Participates in staff meetings/is expected to identify process issues that are obstacles to providing a positive patient experience

Adapts to changes in the departmental needs including but not limited to: offering assistance to other team members

adjusting assignments

Conforms to hospital standards of performance and conduct

including those pertaining to patient rights and HIPAA and privacy rules

so that the best possible customer service and patient care may be provided

Utilizes hospital’s behavioral standards as the basis for decision making and to support the department and the hospital’s mission and goals

Follows established hospital infection control and safety procedures