Boston Medical Center Patient Services Representative (Ambulatory Call Center, 40 Hours, Days) in Boston, Massachusetts

Patient Services Representative (Ambulatory Call Center, 40 Hours, Days)

Job ID 5131165 Date posted 07/14/2017

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Boston Medical Center (BMC) is more than a hospital. It´s a network of support and care that touches the lives of hundreds of thousands of people in need each year. It is the largest and busiest provider of trauma and emergency services in New England. Emphasizing community-based care, BMC is committed to providing consistently excellent and accessible health services to all—and is the largest safety-net hospital in New England. The hospital is also the primary teaching affiliate of the nationally ranked Boston University School of Medicine (BUSM) and a founding partner of Boston HealthNet – an integrated health care delivery systems that includes many community health centers. BMC provides a full range of pediatric and adult care services, from primary to family medicine to advanced specialty care.

BMC is also committed to our employees, who are a very important piece to who we are. We pride ourselves in providing equal employment opportunity and non-discrimination for all employees and qualified applicants without regard to a person's race, color, gender, age, religion, national origin, ancestry, disability, veteran status, genetic information, sexual orientation or any characteristic protected under applicable law. BMC will make reasonable accommodations for qualified individuals with known disabilities, in accordance with applicable law.

Responsible for front-end customer service in the Ambulatory Call Center including, but not limited to, entering patient referrals into Epic, verifying patient registration and insurance, appointment scheduling, follow-up communications with patients, administrative duties (e.g. handling forms, phones, scanning, faxing, etc.) Responsible for making outbound calls to patients to verify information, confirm appointments, and/or conduct patient satisfaction surveys.

Performs a wide variety of administrative duties to ensure proper functioning of assigned department including, but not limited to:

  • Reception & customer service

  • Creating or verifying Master Patient Index (MPI)

  • Registration demographics

  • Managing patient visits. Process in-patient discharge follow-up appointments throughout the day.

  • Appointment scheduling (including consults, tests, in-office procedures, follow-up visits and cross-booking interpreters, social services, radiology, etc.)

  • Insurance/coverage verification

  • Co-payment collection

  • Front-end review and correcting any registration & insurance edits

  • Pre-authorization, referral coordination and referral reconciliation

  • Accept and review patient referrals from various intake points, including via paper forms, faxes, and other

  • Provides a variety of administrative duties in support of the practice (such as handling forms, phones, filing, making appointments, photocopying, faxing, mailings, letters, reports, etc).

  • Accurately enter patient referral data into Epic and verify demographic and insurance information. This includes non-urgent after hours calls and routing appropriate notes.

  • Conduct patient satisfaction surveys on the phone (following a script)

  • Verify ZocDoc appointments and make appropriate call-back to patients who are not completely registered.

Other related duties as needed