Demonstrates strong communication skills, both oral and written, to effectively interact with patients and staff. Proficient in using computerized scheduling systems and Microsoft Office applications while adhering to HIPAA and patient privacy standards.

Highest-signal resume keywords

Patient CommunicationAppointment SchedulingInsurance VerificationEpic ProficiencyHIPAA Compliance

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 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
Resolve patient inquiries using effective listening and written and verbal communication
Transfer calls to appropriate practice personnel when additional consultation is 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 improvement opportunities and remain current on healthcare developments
Escalate issues outside established protocols or processes
Attend phone support, customer service, system upgrade, clinical system, and other relevant training
Assist with training and orientation of new personnel
Participate in staff meetings and identify process issues 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 the patient 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 over the 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 in a professional and efficient manner
Stable internet connection
Quiet and secure workspace free from interruptions for working from home
Must follow HIPAA, patient rights, 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 VerificationEpic ProficiencyMicrosoft OfficeDocumentation Skills

Soft Skills

Effective Interpersonal SkillsEmpathyActive ListeningCoaching SkillsTeam Collaboration

Tools & Technologies

Computerized Scheduling SystemEpicMicrosoft WordMicrosoft ExcelMicrosoft Outlook

Industry Keywords

Patient RightsHIPAAHealthcare CommunicationMedication ReconciliationProcess Improvement