Patient Service Representative (Hybrid)

Beth Israel Lahey Health is a growing healthcare organization focused on transforming ambulatory intake and coordination for digestive disease services. The Patient Service Representative will support the GI Call Center by answering, screening, and processing a high volume of incoming calls, ensuring efficient patient access to care.

Responsibilities

• 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
• 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

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
• Call Center and/or patient communication customer service experience
• Strong typing skills 40+wpm
• Knowledge of medical terminology
• Bilingual written and verbal communication skills

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