[Remote] Patient Service Representative (Remote)

Note: The job is a remote job and is open to candidates in USA. Boston Medical Center (BMC) is seeking a Patient Service Representative to handle communications for their ambulatory practices. The role involves managing patient inquiries, scheduling appointments, and ensuring effective communication while adhering to practice guidelines.ResponsibilitiesThe Patient Services Rep communicates with patients and staff using multiple advanced communication tools, including phone calls, online chats, emails, faxes or mailAnswers and resolves patient inquires, in a professional, empathetic and patient-centered way, through the use of effective listening, written and verbal communication skillsUtilizes 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 consultationUses a computerized scheduling system to schedule/reschedules appointments determining the right amount of time required for each patient appointmentProvides accurate and detailed information and updates patients’ records, using EpicProvides 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 imagingIdentifies opportunities to improve the work processes and environment, and changes in Practice protocols; remains current on new developments in health careEscalates appropriately any issues that fall outside of an existing protocol or process to meet the needs of the patientAttends scheduled training sessions for phone support, customer service, systems upgrades, newly acquired clinical systems, additional practices or other relevant training sessions, as directed by managerAssists in the training/orientation of new personnel under the direction of a manager and/or supervisorParticipates in staff meetings/is expected to identify process issues that are obstacles to providing a positive patient experienceAdapts to changes in the departmental needs including but not limited to: offering assistance to other team members, floating, adjusting assignments, etcConforms 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 providedUtilizes hospital’s behavioral standards as the basis for decision making and to support the department and the hospital’s mission and goalsFollows established hospital infection control and safety proceduresOther duties as neededSkillsA minimum of a High School diploma/GED is requiredAbility to explain complicated healthcare issues to patients with empathy and concernAbility to empathize with and coach the patient in navigating the healthcare systemEffective interpersonal skills to with a diverse group of professional and personalities in a team environmentExcellent English communication skills (oral and written) with the ability to communicate effectively with patients over the phone and in email and other communicationsMust be comfortable using multiple advanced communication tools, including phone calls, online chats, emails, faxes or mailStrong computer skills and knowledge of Microsoft Office applications (Internet Explorer, MS Word, Excel & Outlook)Ability to document work in a professional and efficient mannerBenefitsMedicalDentalVisionPharmacyFlexible Spending Accounts403(b) savings matchesEarned time cash outPaid time offCareer advancement opportunitiesResources to support employee and family wellbeingCompany OverviewBoston Medical Center (BMC) is a 511-bed, equity-led academic medical center and a proud member of the Boston Medical Center Health System. It was founded in 1996, and is headquartered in Boston, Massachusetts, USA, with a workforce of 5001-10000 employees. Its website is http://www.bmc.org/.Company H1B SponsorshipBoston Medical Center (BMC) has a track record of offering H1B sponsorships, with 53 in 2025, 51 in 2024, 51 in 2023, 38 in 2022, 26 in 2021, 32 in 2020. Please note that this does not guarantee sponsorship for this specific role.



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