Practice Representative

Beth Israel Lahey Health•Boston, MA

19h•Onsite

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. This role involves communicating with and assisting patients, other employees, and the general public both by phone and in person, offering accurate information, directions, guidance, and ensuring needs are met. Key responsibilities include taking complete and accurate information from patients/callers, prioritizing and facilitating communication to providers, and preparing schedules, medical records, and other documents while maintaining patient confidentiality. The representative performs check-in, registration, and verification of demographic and fiscal information using hospital computer systems, confirms prior authorizations, referrals, and pre-certifications for insurance, and collects required co-payments. They direct patients to service areas, monitor patient and visitor flow, and proactively resolve flow issues. The role acts as a liaison between patients and practice staff to ensure optimal service delivery, processes patient check-out, schedules follow-up appointments, diagnostic tests, and lab tests, and provides relevant educational materials. Additionally, the representative is responsible for entering visit billing tickets.

Requirements

High School diploma or GED required.
0-1 years related work experience required.
Basic familiarity with computers.
Ability to navigate at a basic level within web-based applications.
Ability to read, and write in English in order to understand basic safety instructions and take direction from supervisors; communicate effectively with patients, families and other medical center staff; and respond to basic questions.
Ability to understand spoken English in order to follow basic safety instructions and take direction from supervisors; communicate effectively in basic English with patients, families and medical center staff in response to routine questions.
Ability to demonstrate basic knowledge of fundamental concepts, practices and procedures with the ability to use them in routine situations.
Ability to interact respectfully with other employees, professional staff and/or external contacts to offer ideas, identify issues, obtain information or deliver services.
Ability to provide a high level of customer service to patients, visitors, staff and external customers in a professional, service-oriented, respectful manner using skills in active listening and problem solving.
Ability to remain calm in stressful situations.
Vaccination against influenza (flu) as a condition of employment.

Nice To Haves

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

Responsibilities

Communicates with and assists patients, other employees and the general public in a courteous, helpful manner by phone and in person.
Provides accurate information, directions and/or guidance and follows up promptly to ensure that needs have been met.
Takes complete and accurate information from patients/callers, prioritizing and facilitating communication of information to providers.
Prepares schedules, medical records and other documents in accordance with quality standards.
Maintains patient confidentiality at all times, whether by phone, discussion with providers or distribution of patient information by email, fax, etc.
Performs check in, registration, and verification of demographic and fiscal information according to medical center policies and procedures and utilizing hospital computer systems.
Confirms prior authorizations, referrals and pre-certifications for patient's insurance and managed care plan.
Collects required co-payments according to standards.
Directs patients to next service area.
Monitors patients and visitors entering, waiting, and leaving the practice.
Facilitates timely flow and proactively solves flow issues (i.e., early or late patient, late provider, etc.)
Acts as liaison between patient and practice staff to ensure optimal flow and service delivery.
Processes patient check out, schedules follow-up appointments and related diagnostic and/or lab tests making every reasonable effort to accommodate patient and provider needs.
Provides patient with any relevant educational materials as indicated.
Enters visit billing tickets.