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Beth Israel Lahey Health · 2 days ago

Patient Service Representative - Orthopedic Call Center- 8:00am - 4:30 pm

Boston, MA

Full-time

Hybrid

Entry Level

$20.50/hr - $25.50/hr

1+ years exp

Beth Israel Lahey Health is a growing healthcare organization that is seeking a Patient Service Representative for their Orthopedic Call Center. The role involves answering calls, scheduling appointments, and managing patient information to ensure efficient service delivery.

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

Epic workqueuesComputer systemsCall Center experienceMicrosoft OfficeMedical terminologyBilingual communicationCustomer serviceWritten communicationOral communicationProblem solvingTeamwork

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