Patient Service Representative (Hybrid- Cardiology Department)

Beth Israel Lahey Health•Boston, MA

5d•$21 - $28•Hybrid

About The Position

The Patient Service Representative supports the Cardiology department by responding to and processing appointment-scheduling requests. The role directs patient access to the practice by answering, screening, and processing a high volume of incoming calls and/or emails in a dedicated call center or workgroup. The representative uses scheduling systems and established triage scripts and guidelines to identify the appropriate appointment, provider, and urgency within the scope of their knowledge and authority. The role also verifies patient information, communicates appointment preparation requirements, coordinates scheduling across services and resources, and serves as a liaison between patients, providers, medical center departments, and external organizations. This is a full-time, 40-hour-per-week position, Monday through Friday on the day shift. The position is hybrid. The listed base pay range is $20.50–$27.59 per hour. Beth Israel Lahey Health requires staff to be vaccinated against influenza as a condition of employment.

Requirements

High school diploma or GED required.
1–3 years of related work experience required.
Experience with computer systems, including web-based applications and some Microsoft Office applications, which may include Outlook, Word, Excel, PowerPoint, or Access.
Ability to communicate clearly and effectively in written English.
Ability to comprehend and converse in English to communicate effectively with medical center staff, patients, families, and external customers.
Ability to follow procedures, organize work, set priorities within general guidelines, and seek assistance in difficult or unpredictable situations.
Ability to make decisions using general instructions and practices, analyze varied problems, and use judgment within established procedures.
Ability to work collaboratively in a small team and provide professional, respectful customer service, including active listening, problem solving, and remaining calm in stressful situations.

Nice To Haves

Associate's degree.
Call center and/or patient communication customer service experience.
Typing speed of 40 words per minute or more.
Knowledge of medical terminology.
Bilingual written and verbal communication skills.

Responsibilities

Answer, screen, and process a high volume of patient communications, emails, and/or calls professionally, using established scripts and triage guidelines.
Ask appropriate questions and use independent judgment within scope to determine appointment type, provider, and urgency.
Use centralized scheduling systems and software to schedule appointments.
Verify and update patient demographic information and transfer patients to registration for updates as needed.
Obtain referrals when applicable and document them in the system; record payer information, including workers' compensation and auto liability.
Inform patients about preparation requirements for visits, diagnostic tests, and procedures, including documents, films, notes from other providers, and applicable protocols.
Coordinate information and the availability of professional services, staff, space, and equipment to support efficient scheduling and appropriate timing.
Address scheduling issues and concerns with the manager to resolve them.
Record and forward accurate messages to providers and staff; direct urgent calls and emails to appropriate staff.
Respond to requests for information or assistance within scope and resolve provider and staff email requests efficiently and professionally.
Act as a liaison with medical center departments, external providers, and agencies by directing calls and emails to appropriate parties.
Follow department protocols for emergency communications, de-escalate difficult patient interactions, and use appropriate judgment when contacting providers and clinical support staff through paging and email systems.
Participate in training and education initiatives, attend team meetings, contribute constructively, and support quality improvement.
Perform other duties as assigned.