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
Schedule and reschedule appointments using a computerized scheduling system
Follow up with patients
Resolve patient 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 via phone, online chat, email, fax, and mail
Answer and resolve patient inquiries professionally, empathetically, and in a patient-centered manner
Apply practice guidelines and transfer calls for additional consultation when needed
Provide accurate information and update patient records using Epic
Confirm appointment details, directions, language-specific home instructions, and required lab or imaging instructions
Identify process improvements and remain current on healthcare developments and practice protocol changes
Escalate issues outside established protocols or processes
Attend training sessions for phone support, customer service, system upgrades, clinical systems, and additional practices
Assist with training and orienting new personnel under manager or supervisor direction
Participate in staff meetings and identify process obstacles affecting patient experience
Adapt to departmental needs by 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
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 and knowledge of Microsoft Office applications, including Internet Explorer, MS Word, Excel, and Outlook
Ability to document work in a professional and efficient manner
Stable internet connection and a quiet, secure, interruption-free workspace at 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
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 VerificationDocumentationMedication ReconciliationComputerized Scheduling SystemEpic ProficiencyMicrosoft OfficeData EntryPatient Record ManagementProcess Improvement

Soft Skills

EmpathyInterpersonal SkillsEffective CommunicationTeam CollaborationCoaching

Tools & Technologies

EpicMicrosoft OfficeInternet ExplorerMS WordExcelOutlookOnline Chat SystemsFax MachinesEmail CommunicationPhone Systems

Industry Keywords

HIPAA CompliancePatient RightsHealthcare ProtocolsInfection ControlPatient ExperienceAmbulatory PracticesClinical SystemsHealthcare DevelopmentsPatient-Centered CareAuthorization Management