Patient Service Representative II

### **Patient Service Representative II** * 50616 * Remote, United States * Full Time **POSITION SUMMARY:** The Patient Services Rep II is responsible for handling inbound and outbound communications for 6 or more BMC ambulatory practices. The PSR II will handle patient inquiries, scheduling/rescheduling appointments, following\-up with patients resolving patient questions/concerns regarding medication reconciliation and refills, and insurance verification and authorization management. They will document and relay patient information to the Practices as required by the Practice’s Guidelines. The PSR II will learn as many new clinics as business needs require. **Position**: Patient Service Representative II **Department**: Ambulatory Call Center **Schedule**: Full Time **ESSENTIAL RESPONSIBILITIES / DUTIES:** The Patient Services Rep is intended to “extend” the capabilities of the Practice by working as a partner to the Practice Team and supporting the major work flows in the Practice. Duties include: **Essential Responsibilities:** * The Patient Services Rep communicates with patients and staff using multiple advanced communication tools, including phone calls, online chats, emails, faxes or mail. * Answers and resolves patient inquires, in a professional, empathetic and patient\-centered way, through the use of effective listening, written and verbal communication skills. * Utilizes established Practice guidelines to ensure patients issues are addressed in a timely manner and when necessary, transfers the call to the appropriate person at the Practice for additional consultation. * Uses a computerized scheduling system to schedule/reschedules appointments determining the right amount of time required for each patient appointment. * Provides accurate and detailed information and updates patients’ records, using the various management information systems used at BMC: Logician, EWS, SDK and others. * Sends detailed confirmation to the patient detailing where and when the appointment is, providing directions as needed, providing applicable and language specific home instructions as well as instructions for any required labs or imaging. * The conclusion of the pre\-visit prep process is the production of a “traveler” document that will accompany the patient during their visit with the physician. The traveler will summarize the information collected during the pre\-visit process, along with all information from the patient record, to help guide the physician in their care planning activities. * Follows up with the Patient after a visit to confirm understanding and compliance with the care plan developed by the Physician (care plan management). Assists patient with completing authorizations, managing and coordinating referrals and assisting with prescription refills. * Processes referral and works with insurance companies to initiate and follow\-through on all required prior authorizations for care. * Identifies opportunities to improve