Beth Israel Deaconess Medical Center
Patient Service Rep - Gastroenterology Call Center
Beth Israel Deaconess Medical Center, Boston, Massachusetts, us, 02298
Overview
Patient Service Rep - Gastroenterology Call Center Location: Boston, MA (as listed in job details). This is a full-time, day shift position. FLSA status: Non-Exempt. 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. Uses phone scripts and guidelines for triaging calls. Asks appropriate questions and uses independent judgment within scope of knowledge to determine appointment type, appropriate provider and urgency. Utilizes centralized scheduling system and software to schedule appointments. Verifies and updates patients\' demographic information and transfers to registration for updates as needed. Obtains necessary referrals for scheduled visits and documents in the system. Documents payer information, including workers\' compensation and auto liability. Informs patient of necessary preparation for scheduled visits, including documents, films and notes from other providers, required preparation and protocol for diagnostic tests and procedures. Coordinates and interprets data sets required for efficient scheduling of office visits, diagnostic tests and procedures. Coordinates availability of services for 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 a 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 (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: Guided by general instructions and practices; may recommend solutions for moderately complex issues. Problem Solving: Ability to address varied problems using analysis and knowledge of standard precedents. Independence of Action: Follows precedents and procedures; prioritizes and organizes work; seeks assistance for difficult situations. Written Communications: Clear and effective written English with internal and external customers. Oral Communications: Clear English communication with medical center staff, patients, families and external customers. Knowledge: Demonstrates working knowledge of standard concepts, practices and procedures. Team Work: Works collaboratively to improve operations within the work group. Customer Service: Provides high-level service with active listening and problem-solving; remains calm in stressful situations. Physical Nature of the Job
Sedentary work: primarily seated with occasional walking or standing. Exerting up to 10 pounds of force occasionally. Work Environment and Policies
As a health care organization, we require vaccination against influenza as a condition of employment. Equal Opportunity Employer/Veterans/Disabled. Job Details
Employment type: Full-time. Seniority level: Entry level. Industries: Hospitals and Health Care. Job function: Health Care Provider.
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Patient Service Rep - Gastroenterology Call Center Location: Boston, MA (as listed in job details). This is a full-time, day shift position. FLSA status: Non-Exempt. 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. Uses phone scripts and guidelines for triaging calls. Asks appropriate questions and uses independent judgment within scope of knowledge to determine appointment type, appropriate provider and urgency. Utilizes centralized scheduling system and software to schedule appointments. Verifies and updates patients\' demographic information and transfers to registration for updates as needed. Obtains necessary referrals for scheduled visits and documents in the system. Documents payer information, including workers\' compensation and auto liability. Informs patient of necessary preparation for scheduled visits, including documents, films and notes from other providers, required preparation and protocol for diagnostic tests and procedures. Coordinates and interprets data sets required for efficient scheduling of office visits, diagnostic tests and procedures. Coordinates availability of services for 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 a 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 (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: Guided by general instructions and practices; may recommend solutions for moderately complex issues. Problem Solving: Ability to address varied problems using analysis and knowledge of standard precedents. Independence of Action: Follows precedents and procedures; prioritizes and organizes work; seeks assistance for difficult situations. Written Communications: Clear and effective written English with internal and external customers. Oral Communications: Clear English communication with medical center staff, patients, families and external customers. Knowledge: Demonstrates working knowledge of standard concepts, practices and procedures. Team Work: Works collaboratively to improve operations within the work group. Customer Service: Provides high-level service with active listening and problem-solving; remains calm in stressful situations. Physical Nature of the Job
Sedentary work: primarily seated with occasional walking or standing. Exerting up to 10 pounds of force occasionally. Work Environment and Policies
As a health care organization, we require vaccination against influenza as a condition of employment. Equal Opportunity Employer/Veterans/Disabled. Job Details
Employment type: Full-time. Seniority level: Entry level. Industries: Hospitals and Health Care. Job function: Health Care Provider.
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