Patient Service Representative-OBGYN

Beth Israel Lahey Health•Boston, MA

6d•$21 - $28•Remote

About The Position

The Patient Service Representative directs patient access to the OBGYN practice by answering, screening, and processing a high volume of incoming calls in a dedicated remote call center. The position is remote after three months of onsite training, and applicants must live in the Boston area. The representative uses phone scripts and triage guidelines to determine appointment type, appropriate provider, and urgency within the scope of their knowledge and authority. They schedule visits using centralized systems, verify and update patient demographic and payer information, obtain referrals, and explain preparation requirements for appointments, tests, and procedures. They coordinate schedules and resources, address scheduling concerns with the manager, and route messages, urgent calls, and requests for information to appropriate providers and staff. The role requires a high school diploma or GED and 1–3 years of related work experience. An associate's degree is preferred. Computer experience, including web-based applications and some Microsoft Office applications, is required. Call center or telephone customer service experience, typing at 40+ words per minute, medical terminology knowledge, and bilingual written and verbal communication skills are preferred. The position involves sedentary work, with occasional walking and standing and occasional exertion of up to 10 pounds. The stated base hourly pay range is $20.50–$27.59. 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.
Computer systems experience, including web-based applications and some Microsoft Office applications, such as Outlook, Word, Excel, PowerPoint, or Access.
Must live in the Boston area.
Must complete three months of onsite training before the position becomes remote.
Ability to communicate clearly and effectively in written English and comprehend and converse in English.
Ability to provide professional, respectful, service-oriented customer support and remain calm in stressful situations.
Ability to follow procedures, organize and prioritize work, collaborate with a team, and seek assistance in difficult or unpredictable situations.

Nice To Haves

Associate's degree.
Call center and/or telephone customer service experience.
Strong typing skills 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 calls professionally, following phone scripts and triage guidelines.
Determine the type of appointment, appropriate provider, and urgency using questions and independent judgment within the position’s scope.
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 referrals for scheduled visits and document them in the system.
Document payer information, including workers’ compensation and auto liability.
Inform patients about preparation for visits, including required documents, films, notes, and preparation or protocols for diagnostic tests and procedures.
Coordinate information and availability for office visits, diagnostic tests, and procedures to support efficient use of staff, space, and equipment and appropriate timing for patients and providers.
Address scheduling problems and concerns with the manager.
Record and forward accurate messages to providers and staff, and route calls involving urgent information or services to appropriate staff.
Respond to requests for information or assistance within the scope of knowledge and authority.
Resolve and respond to provider email requests efficiently and professionally.