Patient Service Representative - Pulmonary/Critical Care

Patient Service Representative

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

The Division of Pulmonary, Critical Care, & Sleep Medicine at Beth Israel Deaconess Medical Center (BIDMC) has over 40 physicians and nurse practitioners who provide comprehensive care for patients with critical illness, chest, lung/airway conditions, and sleep-related disorders. The division is a teaching practice for Harvard Medical School. The Patient Service Representative is the first point of contact for our patients. They are responsible for answering, triaging, and scheduling all provider appointments that are essential elements of patient care across our distributed campus. This position is located at BIDMC in the Longwood area of Boston, MA. Work schedule is Monday to Friday from 8:30am - 5:00pm. This role may be eligible for a hybrid schedule after 8 months of satisfactory performance.

Job Description:

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

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 the scope of knowledge and authority to determine the type of appointment, appropriate provider, and urgency needed.
• Utilizes a 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 the 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 the manager to resolve issues.
• Records and forwards accurate messages to providers and staff. Triages calls for urgent information or services to the appropriate staff. Responds to requests for information or assistance within the 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 of 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 the 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, or pulling objects. Sitting most of the time, with walking and standing required only occasionally

Pay Range: $20.50 - $27.59

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