Practice Representative- Gastroenterology

Beth Israel Lahey Health•Boston, MA

About The Position

The Practice Representative serves as a primary point of contact for patients and visitors in an outpatient gastroenterology unit, providing excellent customer service through clear communication. The position reports to the manager, with input from assigned physicians, nurses, and other health care providers. The role supports patient access and clinic operations, including registration, scheduling, information handling, payment collection, and coordination of patient flow. Staff must maintain patient confidentiality and help ensure patients’ needs are addressed promptly and respectfully.

Requirements

High school diploma or GED required.
0–1 years of related work experience required.
Basic familiarity with computers.
Ability to navigate web-based applications at a basic level.
Ability to read and write English to understand basic safety instructions and supervisor directions, communicate with patients, families, and medical center staff, and respond to basic questions.
Ability to understand spoken English to follow basic safety instructions and supervisor directions and communicate in basic English in response to routine questions.
Ability to demonstrate basic knowledge of fundamental concepts, practices, and procedures and use them in routine situations.
Ability to interact respectfully with employees, professional staff, and external contacts to offer ideas, identify issues, obtain information, or deliver services.
Ability to provide professional, service-oriented, respectful customer service using active listening and problem-solving skills, and to remain calm in stressful situations.
Ability to exert up to 10 pounds of force occasionally and to sit most of the time, with occasional walking and standing.

Nice To Haves

Associate's degree preferred.
One year of experience in a healthcare or service/hospitality environment preferred.

Responsibilities

Communicate with and assist patients, employees, and the general public courteously by phone and in person.
Provide accurate information, directions, and guidance, and follow up promptly to ensure needs have been met.
Collect complete and accurate information from patients and callers, prioritizing and facilitating communication to providers.
Prepare schedules, medical records, and other documents in accordance with quality standards.
Maintain patient confidentiality when communicating by phone, speaking with providers, or distributing information by email, fax, or other means.
Perform check-in and registration, verify demographic and fiscal information, and use hospital computer systems according to medical center policies and procedures.
Confirm prior authorizations, referrals, and pre-certifications for patients’ insurance and managed care plans.
Collect required co-payments according to standards and direct patients to the next service area.
Monitor patients and visitors entering, waiting in, and leaving the practice.
Facilitate timely patient flow and proactively resolve flow issues, such as early or late patients or late providers.
Act as a liaison between patients and practice staff to support optimal flow and service delivery.
Process patient check-out and schedule follow-up appointments and related diagnostic or laboratory tests, making reasonable efforts to accommodate patient and provider needs.
Provide relevant educational materials to patients as indicated.
Enter visit billing tickets.