Patient Service Representative- GI Call Center (Hybrid)

Beth Israel Lahey Health is a growing healthcare organization committed to making a difference in people’s lives. They are seeking a Patient Service Representative for their GI Call Center to manage patient access by handling a high volume of calls and emails, scheduling appointments, and ensuring patients receive the necessary information for their visits.

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

Skills

• 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
• Associate's degree preferred
• Call Center and/or telephone customer service experience
• Strong typing skills 40+wpm
• Knowledge of medical terminology
• Bilingual written and verbal communication skills

Company Overview