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

Beth Israel Lahey Health • Boston, MA

3d • Onsite

About The Position

The Patient Access Representative at Beth Israel Deaconess Medical Center (BIDMC) is the frontline connection to patient care. In a fast-paced call center environment, you will manage high call volumes, direct patients to appropriate services, and deliver a smooth, efficient scheduling experience.

Requirements

• High School Diploma or GED
• 1–3 years of related experience
• Experience with computer systems and web-based applications
• Working knowledge of Microsoft Office (Outlook, Word, Excel, PowerPoint, or Access)

Nice To Haves

• Associate’s degree
• Call center and/or telephone customer service experience
• Typing speed of 40+ WPM
• Knowledge of medical terminology
• Bilingual written and verbal communication skills

Responsibilities

• Answer and manage a high volume of calls professionally and efficiently
• Follow call scripts and triage guidelines to assess patient needs
• Ask the right questions and use sound judgment to determine appointment type, provider, and urgency
• Use centralized scheduling systems to book appointments
• Verify and update patient demographic information
• Transfer patients to registration when needed
• Obtain and document required referrals and payer details (including workers’ compensation and auto liability)
• Provide clear instructions for upcoming appointments
• Communicate required documents, prior records, and diagnostic preparation protocols
• Coordinate multiple data points to ensure efficient scheduling
• Maximize use of staff, space, and equipment while balancing patient and provider needs
• Identify and escalate scheduling issues to management for resolution
• Accurately record and route messages to providers and staff
• Triage urgent requests appropriately
• Respond to inquiries within scope of knowledge and authority
• Manage provider email requests promptly and professionally

Benefits

• The pay range listed for this position is the base hourly wage range the organization reasonably and in good faith expects to pay for this position at this time. Actual compensation is determined based on several factors, that may include seniority, education, training, relevant experience, relevant certifications, geography of work location, job responsibilities, or other applicable factors permissible by law. Compensation may exceed the base hourly rate depending on shift differentials, call pay, premium pay, overtime pay, and other additional pay practices, as applicable to the position and in accordance with the law.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: High school or GED