Patient Service Representative (Hybrid)

Beth Israel Lahey Health•Boston, MA

2d•$21 - $26•Hybrid

About The Position

When you join the growing BILH team, you're not just taking a job, you’re making a difference in people’s lives. A team transforming ambulatory intake and coordination for the BIDMC Digestive Disease Center. BIDMC is an internationally recognized leader in digestive diseases and has chosen this area as a strategic focus for growth. Services span general GI, Liver, General and Colorectal Surgery and Cancer Care. This job will be part of a larger effort to redesign the workflow around successful call centers. The Patient Service Representative will be supporting our GI Call Center, with responsibilities of answering, screening and processing a high volume of incoming calls to the dedicated call center. The job will offer opportunities to learn about continuous improvement and participate in projects aimed at providing high-quality service in an efficient cost-effective manner This role will not be located on the main medical center campus but rather at an offsite location conveniently located on the Northeastern University campus beside the Ruggles train station. Job Description: Job Summary: 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/workgroup.

Requirements

High School diploma or GED required.
Associate's degree preferred.
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

Call Center and/or patient communication 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 patient communications/emails and/or calls in a professional manner.
Utilizes and adheres to the scripts and guidelines for triage.
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.
If applicable: Obtains necessary referrals for scheduled visit and documents in 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 manager to resolve issues.
Records and forwards accurate messages to providers and staff.
Triages calls and emails 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 and staff email requests in an efficient and professional manner.
Acts as a liaison with medical center departments and external providers and agencies by directing calls and emails to appropriate parties.
Follows department protocol for determining and directing emergency calls/emails.
De-escalates difficult patient interactions effectively following scripting and protocols.
Uses good judgement and protocol when contacting providers and clinical support staff through the paging and e-mail systems.
Participates in training and education initiatives.
Attends team meetings and contribute in a positive manner, consistently focusing on constructive processes and quality improvement.
Other duties as assigned.