[Hiring] Patient Service Representative @Beth Israel Lahey Health

Role Description

Directs patient access to the practice by answering, screening and processing a high volume of incoming calls in a dedicated remote call center. Position is remote work.

• 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 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.
• Documents 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.

Qualifications

• High School diploma or GED required; Associate's degree preferred.
• 1-3 years related work experience required.
• Experience with computer systems required, including web-based applications and some Microsoft Office applications (Outlook, Word, Excel, PowerPoint, or Access).

Requirements

• Call Center and/or telephone customer service experience preferred.
• Strong typing skills (40+wpm).
• Knowledge of medical terminology.
• Bilingual written and verbal communication skills.

Competencies

• Decision Making: Ability to make decisions guided by general instructions and practices requiring some interpretation.
• Problem Solving: Ability to address varied problems requiring analysis or interpretation of the situation.
• Independence of Action: Ability to follow precedents and procedures; may set priorities and organize work within general guidelines.
• Written Communications: Ability to communicate clearly and effectively in written English.
• Oral Communications: Ability to comprehend and converse in English effectively.
• Knowledge: Ability to demonstrate full working knowledge of standard concepts, practices, procedures, and policies.
• Team Work: Ability to work collaboratively in small teams to improve operations.
• Customer Service: Ability to provide a high level of customer service in a professional manner.

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.

Pay Range

$20.50 - $27.59. The pay range listed for this position is the base hourly wage range the organization reasonably and in good faith expects to pay for this position at this time. Actual compensation is determined based on several factors, including seniority, education, training, relevant experience, relevant certifications, geography of work location, job responsibilities, or other applicable factors permissible by law.

Company Description

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) as a condition of employment.

• 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.