Patient Service Representative

Beth Israel Lahey Health•Boston, MA

8d•$20 - $26

About The Position

The Patient Service Representative supports physicians with the administrative aspects of patient care and helps ensure the practice operates smoothly. The role coordinates appointments, diagnostic testing, referrals, insurance authorizations, patient communications, medical records, and office supplies. It also requires professionalism, courtesy, strong customer service, and respect for patients, colleagues, and outside agencies.

Requirements

High school diploma or equivalent.
0–1 years of work-related experience.
Basic familiarity with computers and ability to navigate web-based applications at a basic level.
Ability to read and write English to understand safety instructions, follow directions, communicate effectively, and answer basic questions.
Ability to comprehend and communicate complex verbal information in English with staff, patients, families, and external customers.
Working knowledge of standard concepts, practices, procedures, and policies, and ability to apply them in varied situations.
Respectful interaction with employees, professional staff, and external contacts; ability to offer ideas, identify issues, obtain information, or deliver services.
Ability to provide professional, respectful, service-oriented customer care using active listening and problem-solving skills.
Ability to remain calm in stressful situations and multitask.
Respect for cultural and socioeconomic differences.
Comfort asking for help and accepting constructive criticism.

Responsibilities

Schedule specialist, radiology, and other appointments at NEBH and other facilities; complete requisitions and obtain required authorizations for radiology procedures and prescriptions.
Prepare insurance forms and respond to requests for medical information; complete and transmit non-clinical forms for pre-operative evaluations, school and job exams, and other purposes.
Obtain laboratory results and other medical information from internal and external sources, and communicate physician-issued information and orders to other physicians, pharmacies, and medical agencies.
Arrange urgent diagnostic testing and specialist consultations, coordinate timely follow-up, assess information from callers to recognize potential medical emergencies, take messages, triage as appropriate, and notify the physician of actions taken.
Return patient calls with answers or physician instructions when requested; refer patients as directed and ensure appropriate clinical information is transmitted.
Call or fax prescriptions to pharmacies after physician authorization.
Assist the physician with secretarial or computer equipment and supplies; create documents and type correspondence from handwritten material or Dictaphone transcription.
Track completion of ordered diagnostic tests and outstanding medical evaluations, and communicate with and reschedule patients who cancel or miss appointments.
Maintain the physician’s administrative and clinical files and respond to routine inquiries.
Ensure charts are complete and up to date before each clinical session, and obtain reports and outside evaluations when requested.
Direct patients with billing or insurance questions to appropriate departments or offices; explain how to request and obtain medical information in accordance with HIPAA guidelines; prepare and process billing statements for copying medical records for outside agencies.
Track essential supplies and equipment, ensure availability, and report equipment or facility malfunctions to the appropriate department or supervisor.
Maintain cooperative working relationships with colleagues, help resolve problems, support efficient practice operations, and fill in for coworkers when requested or needed.
Maintain professionalism, service orientation, and courtesy toward patients and outside agencies in support of exceptional patient care.