Patient Service Representative (Hybrid- Cardiology Department)

Beth Israel Lahey Health•Boston, MA

4d•Hybrid

About The Position

The Patient Service Representative responds to and processes appointment scheduling for the Cardiology department. This 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 position is full time, 40 hours per week, Monday through Friday on the day shift, and is hybrid. The representative uses triage scripts and guidelines, exercises judgment within their knowledge and authority to identify appointment types, providers, and urgency, and schedules through centralized systems. The role also involves verifying patient information, handling referrals and payer details when applicable, preparing patients for visits and procedures, coordinating scheduling resources, responding to requests, routing urgent communications, and working with providers, staff, medical center departments, and external agencies. Representatives follow protocols for emergency communications and difficult interactions, participate in training and team meetings, and contribute to quality improvement. Other duties may be assigned.

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 with internal and external customers.
Ability to comprehend and converse in English to communicate effectively with medical center staff, patients, families, and external customers.
Ability to make decisions guided by general instructions and practices, sometimes requiring interpretation.
Ability to analyze or interpret varied problems using observation, knowledge, skills, and general precedents.
Ability to follow procedures and precedents, set priorities, organize work within general guidelines, and seek assistance in difficult or unpredictable situations.
Ability to demonstrate working knowledge of standard concepts, practices, procedures, and policies and apply them in varied situations.
Ability to collaborate in small teams, offer ideas, identify issues, and respect team members.
Ability to provide professional, respectful, service-oriented customer service using active listening and problem-solving skills, and remain calm in stressful situations.

Nice To Haves

Associate’s degree preferred.
Call center and/or patient communication customer service experience.
Strong typing skills of 40+ words per minute.
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.
Use and adhere to triage scripts and guidelines; ask appropriate questions and use judgment within role authority to determine appointment type, provider, and urgency.
Use centralized scheduling systems and software applications to schedule appointments.
Verify and update patient demographic information and transfer patients to registration for updates when needed.
Obtain referrals for scheduled visits when applicable and document them in the system.
Document payer information, including workers’ compensation and auto liability.
Inform patients about visit preparation, including documents, films, notes from other providers, and preparation and protocols for diagnostic tests and procedures.
Coordinate information needed to schedule office visits, diagnostic tests, and procedures efficiently.
Coordinate availability of professional services to use staff, space, and equipment cost-effectively and to optimize timing for patients and providers.
Address scheduling problems and concerns with the manager.
Record and forward accurate messages to providers and staff.
Triage calls and emails concerning urgent information or services to appropriate staff.
Respond to requests for information or assistance within the role’s knowledge and authority.
Resolve and respond efficiently and professionally to provider and staff email requests.
Direct calls and emails to appropriate parties while serving as a liaison with medical center departments, external providers, and agencies.
Follow department protocols for determining and directing emergency calls and emails.
De-escalate difficult patient interactions using scripts and protocols.
Use sound judgment and protocols when contacting providers and clinical support staff through paging and email systems.
Participate in training and education initiatives.
Attend team meetings and contribute constructively, with a focus on processes and quality improvement.
Perform other duties as assigned.