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Beth Israel Lahey Health Patient Service Representative (Hybrid) in Boston, Massachusetts

When you join the growing BILH team, you're not just taking a job, you’re making a difference in people’s lives.

Job Type:

Regular

Scheduled Hours:

40

Work Shift:

Day (United States of America)

PLEASE NOTE: Work from home mostly, 2 day a month in the office.

Healthcare Associates (HCA) is a primary care group practice at Beth Israel Deaconess Medical Center offering comprehensive health services to enhance quality of life for our patients. We provide adolescent, adult, and geriatric care.

Our patients benefit from a team-based approach led by staff physicians who are certified by the American Board of Internal Medicine. Our care team also includes: Internal medicine residents, fellows, certified nurse practitioners and clinical nurses, licensed clinical social workers, community resource specialists, pharmacists, and support personnel.

Job Description:

Job Summary: Directs patient access to the practice by answering, screening and processing a high volume of incoming calls and/or emails in a dedicated call center/workgroup.

Essential Responsibilities:

Answers, screens and processes a high volume of patient communications/emails and/or calls in a professional manner. Utilizes and adheres to the scripts and guidelines for triage. 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. If applicable: 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 and emails 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 and staff email requests in an efficient and professional manner.

Acts as a liaison with medical center departments and external providers and agencies by directing calls and emails to appropriate parties.

Follows department protocol for determining and directing emergency calls/emails. De-escalates difficult patient interactions effectively following scripting and protocols. Uses good judgement and protocol when contacting providers and clinical support staff through the paging and e-mail systems.

Participates in training and education initiatives. Attends team meetings and contribute in a positive manner, consistently focusing on constructive processes and quality improvement.

Other duties as assigned.

Required Qualifications:

High School diploma or GED required. Associate's degree preferred.

1-3 years related work experience required.

Previous experience providing admin support to a clinical team.

Experience with computer systems required, including web based applications and some Microsoft Office applications which may include Outlook, Word, Excel, PowerPoint or Access.

Preferred Qualifications:

Call Center and/or patient communication customer service experience

Strong typing skills 40+wpm. Knowledge of medical terminology

Bilingual written and verbal communication skills

Competencies:

Decision Making: Ability to make decisions that are guided by general instructions and practices requiring some interpretation. May make recommendations for solving problems of moderate complexity and importance.

Problem Solving: Ability to address problems that are varied, requiring analysis or interpretation of the situation using direct observation, knowledge and skills based on general precedents.

Independence of Action: Ability to follow precedents and procedures. May set priorities and organize work within general guidelines. Seeks assistance when confronted with difficult and/or unpredictable situations. Work progress is monitored by supervisor/manager.

Written Communications: Ability to communicate clearly and effectively in written English with internal and external customers.

Oral Communications: Ability to comprehend and converse in English to communicate effectively with medical center staff, patients, families and external customers.

Knowledge: Ability to demonstrate full working knowledge of standard concepts, practices, procedures and policies with the ability to use them in varied situations.

Team Work: Ability to work collaboratively in small teams to improve the operations of immediate work group by offering ideas, identifying issues, and respecting team members.

Customer Service: 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.

Physical Nature of the Job:

Sedentary work: Exerting up to 10 pounds of force occasionally in carrying, lifting, pushing, pulling objects. Sitting most of the time, with walking and standing required only occasionally

FLSA Status:

Non-Exempt

As a health care organization, we have a responsibility to do everything in our power to care for and protect our patients, our colleagues and our communities. Beth Israel Lahey Health requires that all staff be vaccinated against influenza (flu) and COVID-19 as a condition of employment. Learn more (https://www.bilh.org/newsroom/bilh-to-require-covid-19-influenza-vaccines-for-all-clinicians-staff-by-oct-31) about this requirement.

More than 35,000 people working together. Nurses, doctors, technicians, therapists, researchers, teachers and more, making a difference in patients' lives. Your skill and compassion can make us even stronger.

Equal Opportunity Employer/Veterans/Disabled

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