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 six BMC ambulatory practices
Respond to patient inquiries and questions or concerns regarding medication reconciliation and refills
Schedule and reschedule patient appointments using a computerized scheduling system
Perform insurance verification and authorization management
Document and relay patient information to practices according to practice guidelines
Communicate with patients and staff by phone, online chat, email, fax, and mail
Resolve patient inquiries professionally, empathetically, and in a patient-centered manner
Transfer calls to appropriate practice personnel when additional consultation is needed
Provide accurate information and update patient records using Epic
Confirm appointment location and time, provide directions, and communicate language-specific home, laboratory, and imaging instructions
Identify process improvement opportunities and remain current on healthcare developments and practice protocol changes
Escalate issues outside existing protocols or processes
Attend phone support, customer service, systems upgrade, clinical systems, and other assigned training
Assist with training and orientation of new personnel
Participate in staff meetings and identify obstacles to a positive patient experience
Adapt to departmental needs by assisting team members, floating, and adjusting assignments
Perform other duties as needed

Requirements

What you’ll need

High School diploma/GED required
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 professional groups 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
Comfort using advanced communication tools, including phone calls, online chats, emails, faxes, and mail
Strong computer skills and knowledge of Microsoft Office applications, including Internet Explorer, MS Word, Excel, and Outlook
Ability to document work professionally and efficiently
Stable internet connection and quiet, secure, interruption-free workspace for working from home
Must comply with 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

ATS Keywords

✓ Tailor your resume

Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills

Appointment SchedulingInsurance VerificationDocumentationMicrosoft OfficeEpic Proficiency

Soft Skills

Effective Interpersonal SkillsEmpathyCoachingProfessional Communication

Tools & Technologies

EpicMicrosoft OfficeInternet Explorer

Industry Keywords

HIPAA CompliancePatient RightsHealthcare System NavigationInfection ControlPatient-Centered Care