Patient Services Representative, Ambulatory Call Center (40Hrs, Days, SEIU)

Boston Medical Center Boston, MA
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

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