Patient Service Representative- GI Call Center (Hybrid)

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.ResponsibilitiesAnswers, screens and processes a high volume of calls in a professional mannerUtilizes and adheres to the phone scripts and guidelines for triaging callsAsks appropriate questions and uses independent judgment within scope of knowledge and authority to determine the type of appointment, appropriate provider and urgency neededUtilizes centralized scheduling system and software applications to schedule appointmentsVerifies and updates patients' demographic information and transfers to registration for update as neededObtains necessary referrals for scheduled visit and documents in systemDocument appropriate payer information, including worker's compensation and auto liabilityInforms patient of necessary preparation for scheduled visit, including providing documents, films and notes from other providers, required preparation and protocol for diagnostic tests and proceduresCoordinates and interprets multiple data sets required for efficient scheduling of office visits, diagnostic tests and proceduresCoordinates availability of professional services for maximum cost effective utilization of staff, space, equipment and optimal timing for patients and providersAddresses scheduling problems and concerns with manager to resolve issuesRecords and forwards accurate messages to providers and staffTriages calls for urgent information or services to appropriate staffResponds to requests for information or assistance within scope of knowledge and authorityResolves and responds to provider email requests in an efficient and professional mannerSkillsHigh School diploma or GED required1-3 years related work experience requiredExperience with computer systems required, including web based applications and some Microsoft Office applications which may include Outlook, Word, Excel, PowerPoint or AccessAssociate's degree preferredCall Center and/or telephone customer service experienceStrong typing skills 40+wpmKnowledge of medical terminologyBilingual written and verbal communication skillsCompany OverviewBeth 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.