Demonstrates strong communication skills and empathy in patient interactions while effectively managing appointment scheduling and insurance verification processes. Proficient in using Epic and Microsoft Office applications to document and relay patient information accurately.

Highest-signal resume keywords

Patient CommunicationAppointment SchedulingInsurance VerificationEpic ProficiencyEmpathy in Healthcare

About the role

Key responsibilities & impact

Handle inbound and outbound communications for up to 6 BMC ambulatory practices
Respond to patient inquiries
Schedule and reschedule appointments using a computerized scheduling system
Follow up with patients
Resolve questions and concerns regarding medication reconciliation and refills
Perform insurance verification and authorization management
Document and relay patient information to practices according to practice guidelines
Communicate with patients and staff through phone calls, online chats, emails, faxes, and mail
Answer and resolve patient inquiries professionally, empathetically, and in a patient-centered manner
Transfer calls to the appropriate practice personnel when additional consultation is needed
Update patient records accurately using Epic
Provide appointment confirmations, directions, language-specific home instructions, and instructions for required labs or imaging
Identify process improvement opportunities and remain current on healthcare developments
Escalate issues outside existing protocols or processes
Attend scheduled training sessions
Assist with training and orientation of new personnel under manager or supervisor direction
Participate in staff meetings and identify obstacles to a positive patient experience
Adapt to departmental needs, including assisting team members, floating, and adjusting assignments
Perform other duties as needed

Requirements

What you’ll need

Minimum of a High School diploma/GED required
Stable internet connection
Quiet and secure space free from interruptions to work from home
Ability to explain complicated healthcare issues to patients with empathy and concern
Ability to empathize with and coach patients in navigating the healthcare system
Effective interpersonal skills with diverse groups of professionals and personalities in a team environment
Excellent English communication skills, oral and written
Ability to communicate effectively with patients by phone, email, and other communications
Comfortable using phone calls, online chats, emails, faxes, and mail
Strong computer skills
Knowledge of Microsoft Office applications, including Internet Explorer, MS Word, Excel, and Outlook
Ability to document work professionally and efficiently
Must conform to patient rights, HIPAA, privacy, infection control, safety, and hospital conduct standards

Benefits

Comp & perks

Medical, dental, vision, and pharmacy benefits
Contract increases
Flexible Spending Accounts
403(b) savings matches
Earned time cash out
Paid time off
Career advancement opportunities
Resources to support employee and family wellbeing
Permanently remote work
Stable internet connection and quiet, secure work-from-home space required
Employer does not require employees to purchase equipment for or prior to employment

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Appointment SchedulingInsurance VerificationDocumentationPatient Information ManagementComputer Skills

Soft Skills

Effective Interpersonal SkillsEmpathyCoachingAdaptabilityProfessionalism

Tools & Technologies

EpicMicrosoft OfficeInternet ExplorerMS WordExcelOutlook

Industry Keywords

HIPAA CompliancePatient RightsHealthcare System NavigationMedication ReconciliationInfection Control