Practice Representative, Cognitive Neurology Unit

Beth Israel Lahey Health•Boston, MA

13d•$21 - $28

About The Position

The Practice Representative serves as a primary point of contact for patients and visitors in an outpatient unit, providing excellent customer service through clear communication. The role reports to the manager, with input from assigned physicians, nurses, and other health care providers. Responsibilities include assisting patients and callers, recording and communicating information, maintaining confidential records, supporting registration and insurance processes, coordinating patient flow, and arranging follow-up care.

Requirements

High school diploma or GED.
0–1 years of related work experience.
Basic computer familiarity and ability to navigate web-based applications at a basic level.
Ability to read and write English to understand basic safety instructions, follow supervisors' directions, communicate effectively with patients, families, and medical center staff, and respond to basic questions.
Ability to understand spoken English, follow basic safety instructions and supervisors' directions, and communicate in basic English with patients, families, and medical center staff about routine questions.
Basic knowledge of fundamental concepts, practices, and procedures, with the ability to apply 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, respectful, service-oriented customer service using active listening and problem-solving skills, and to remain calm in stressful situations.
Must be vaccinated against influenza (flu) as a condition of employment.

Nice To Haves

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

Responsibilities

Communicate courteously and helpfully with patients, employees, and the general public in person and by phone; provide accurate information, directions, or guidance and follow up promptly.
Collect complete and accurate information from patients and callers, prioritize it, and facilitate communication to providers.
Prepare schedules, medical records, and other documents in accordance with quality standards.
Maintain patient confidentiality when communicating with providers and distributing information by email, fax, or other means.
Perform patient check-in and registration, verify demographic and fiscal information, and use hospital computer systems in accordance with medical center policies and procedures.
Confirm insurance and managed-care authorizations, referrals, and pre-certifications; collect required co-payments; 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.
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 as indicated and enter visit billing tickets.