Job Description
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 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