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
- Beth Israel Lahey Health Center offers patient care, urgent care, assisted living, and research and education services. It was founded in 2019, and is headquartered in Cambridge, Massachusetts, USA, with a workforce of 10001+ employees. Its website is https://www.bilh.org.