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Beth Israel Lahey Health · 1 week ago

Patient Service Representative - BIDMC (40 Hours, Day shifts)

Boston, MA

Full-time

Onsite

Entry Level

$20.50/hr - $25.50/hr

1+ years exp

Beth Israel Lahey Health is a growing healthcare organization dedicated to making a difference in people’s lives. The Patient Service Representative serves as the first point of contact for patients, responsible for answering, triaging, and scheduling provider appointments to ensure effective patient care.

Elder CareHealth CareHospitalPrimary and Urgent CareProfessional ServicesTraining

Responsibilities

Answers, screens, and processes a high volume of calls in a professional manner

Utilizes and adheres to the phone scripts and guidelines for triaging calls

Asks appropriate questions and uses independent judgment within the scope of knowledge and authority to determine the type of appointment, appropriate provider, and urgency needed

Utilizes a centralized scheduling system and software applications to schedule appointments

Verifies and updates patients' demographic information and transfers to registration for update as needed

Obtains necessary referrals for scheduled visit and documents in the system

Document appropriate payer information, including worker's compensation and auto liability

Informs patient of necessary preparation for scheduled visit, including providing documents, films and notes from other providers, required preparation and protocol for diagnostic tests and procedures

Coordinates and interprets multiple data sets required for efficient scheduling of office visits, diagnostic tests, and procedures

Coordinates availability of professional services for maximum cost effective utilization of staff, space, equipment, and optimal timing for patients and providers

Addresses scheduling problems and concerns with the manager to resolve issues

Records and forwards accurate messages to providers and staff

Triages calls for urgent information or services to the appropriate staff

Responds to requests for information or assistance within the scope of knowledge and authority

Resolves and responds to provider email requests in an efficient and professional manner

Qualification

Call Center ExperienceComputer Systems ProficiencyMicrosoft OfficeMedical TerminologyBilingual CommunicationTyping SkillsCustomer ServiceDecision MakingProblem SolvingWritten CommunicationOral CommunicationTeam Work

Required

High School diploma or GED required

1-3 years of related work experience required

Experience with computer systems required, including web based applications and some Microsoft Office applications which may include Outlook, Word, Excel, PowerPoint, or Access