Patient Service Representative (Hybrid)

Beth Israel Lahey Health•Boston, MA

1d•$21 - $26•Hybrid

About The Position

Directs patient access to the practice by answering, screening and processing a high volume of incoming calls in a dedicated call center. This role will work the day shift, Monday through Friday, with no weekend or holiday scheduling requirements. Please note: Training for this position is in person in the office (2-3 months) before remote work would begin.

Requirements

High School diploma or GED required.
1-3 years 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.

Nice To Haves

Associate's degree preferred.
Call Center and/or telephone customer service experience
Strong typing skills 40+wpm.
Knowledge of medical terminology
Bilingual written and verbal communication skills

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 scope of knowledge and authority to determine the type of appointment, appropriate provider and urgency needed.
Utilizes 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 system.
Documents 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 manager to resolve issues.
Records and forwards accurate messages to providers and staff.
Triages calls for urgent information or services to appropriate staff.
Responds to requests for information or assistance within scope of knowledge and authority.
Resolves and responds to provider email requests in an efficient and professional manner.