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

Beth Israel Lahey Health•Boston, MA

5d•Onsite

About The Position

The Division of Pulmonary, Critical Care, & Sleep Medicine at BIDMC contains greater than 40 physicians and nurse practitioners who provide comprehensive care for patients with critical illness, chest, lung/airway conditions, and sleep-related disorders. Our division is a teaching practice for Harvard Medical School. The Patient Service Representative is the first point of contact for our patients. They are responsible for answering, triaging, and scheduling all provider appointments that are essential elements of patient care across our distributed campus. The anticipated schedule for this role is 8:30 am - 5 pm.

Requirements

High School diploma or GED required.
1-3 years of 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 the scope of knowledge and authority to determine the type of appointment, appropriate provider, and urgency needed.
Utilizes a 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 the system.
Document 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 the manager to resolve issues.
Records and forwards accurate messages to providers and staff.
Triages calls for urgent information or services to the appropriate staff.
Responds to requests for information or assistance within the scope of knowledge and authority.
Resolves and responds to provider email requests in an efficient and professional manner.