Patient Service Representative- GI Call Center (Hybrid)
About The Position
The Patient Service Representative directs patient access to the GI practice by answering, screening, and processing a high volume of incoming calls in a dedicated call center. The role uses phone scripts and triage guidelines, applies judgment within the scope of its knowledge and authority, and helps determine appointment type, provider, and urgency. The representative schedules appointments using centralized scheduling systems, verifies and updates demographic and payer information, obtains and documents referrals, and informs patients about preparation and documentation needed for visits, tests, and procedures. The role coordinates scheduling across professional services, staff, space, and equipment, addresses scheduling concerns with a manager, and records and routes messages and urgent requests to appropriate providers and staff. This position requires sedentary work. Beth Israel Lahey Health requires staff to be vaccinated against influenza as a condition of employment.
Requirements
- High school diploma or GED.
- 1–3 years of related work experience.
- Experience with computer systems, including web-based applications and some Microsoft Office applications.
- Ability to communicate clearly and effectively in written English.
- Ability to comprehend and converse in English with medical center staff, patients, families, and external customers.
- Ability to provide professional, respectful customer service and remain calm in stressful situations.
Nice To Haves
- Associate's degree.
- Call center and/or telephone customer service experience.
- Typing speed of 40 or more words per minute.
- Knowledge of medical terminology.
- Bilingual written and verbal communication skills.
Responsibilities
- Answer, screen, and process a high volume of incoming calls professionally, following phone scripts and triage guidelines.
- Ask appropriate questions and use judgment within the role's scope to determine appointment type, appropriate provider, and urgency.
- Schedule appointments using centralized scheduling systems and software applications.
- Verify and update patient demographic information and transfer patients to registration for updates when needed.
- Obtain necessary referrals and document them in the system.
- Document payer information, including workers' compensation and auto liability.
- Inform patients of preparation and documentation required for visits, diagnostic tests, and procedures.
- Coordinate data and availability of professional services, staff, space, and equipment to support efficient scheduling.
- Address scheduling problems and concerns with the manager.
- Record and forward accurate messages to providers and staff, and triage urgent calls to appropriate staff.
- Respond to requests for information or assistance within the role's scope of knowledge and authority.
- Respond to provider email requests efficiently and professionally.
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Education Level
High school or GED
