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Beth Israel Lahey Health · 1 day ago

Patient Service Representative

Boston, MA

Full-time

Onsite

Entry Level

$20.50/hr - $25.50/hr

1+ years exp

Beth Israel Lahey Health is a growing organization dedicated to making a difference in people’s lives. The Patient Service Representative is responsible for managing a high volume of calls, scheduling appointments, and providing necessary information to patients while ensuring efficient coordination of services.

Elder CareHealth CareHospitalPrimary and Urgent CareProfessional ServicesTraining

Responsibilities

Answers, screens and processes a high volume of calls in a professional manner. Utilizes and adheres to the phone scripts and guidelines for triaging calls. 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. 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 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 email requests in an efficient and professional manner

Qualification

Computer systems experienceCall center experienceMedical terminology knowledgeBilingual communicationTyping skillsCustomer serviceDecision makingProblem solvingWritten communicationOral communicationTeamwork

Required

High School diploma or GED required

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