Patient Service Representative Facility: Beth Israel Deaconess Medical Center Boston, MA 07/26/2024

Job Type : Regular

Time Type : Full time

Work Shift : Day (United States of America)

FLSA Status : Non-Exempt

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

Working in the Ambulatory Float Pool is an excellent opportunity to gain experience in a variety of Ambulatory specialties at BIDMC while enhancing individual skills.

Float Pool staff will complete 60 to 90 day rotations in each clinic they are assigned to. The first few weeks are dedicated to orientation and training, after which floats will be assigned to their first clinic rotation.

Shift start times vary between 7 and 8 : 30a, depending on the assignment needs, and are 8 hours a day.

This position is working 100% onsite at the BIDMC (Boston, MA) main campus

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

$1,500 Sign On Bonus Eligibility

Important Details :

Sign on bonuses are paid out in three payments. You will receive your first payment (one third of the total amount) within the first 30 days of employment and is subject to applicable taxes.

You will receive the second payment at six (6) months and the third payment (final third of total amount) one year following your start date and all payments subject to applicable taxes.

Full time status at BIDMC is considered for schedules greater than or equal to 30 hours per week; part time status is 20 to 29 hours per week.

Please note, per diem employees are not eligible for sign on bonuses.

• Current and Former BILH candidates - restrictions apply. BIDMC Internal employees or employees within the BILH system are not eligible for the bonus or if you have been employed by a BILH entity within the last 12 months.
• Please note, sign on bonuses are subject to change based on the organization’s hiring needs and will be determined by Talent Acquisition on an ongoing basis.

BILH / BIDMC Talent Acquisition reserves the right to change sign on bonus eligible jobs and amounts at any time

Job Description :

Essential 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.

Required 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 which may include Outlook, Word, Excel, PowerPoint or Access.

Preferred Qualifications :

• Call Center and / or telephone 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

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.

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