Patient Service Representative - Orthopedic Call Center- 8:00am - 4:30 pm

Beth Israel Lahey Health is a growing healthcare organization committed to making a difference in people's lives. The Patient Service Representative will support the Orthopedic Call Center by answering calls, scheduling appointments, and managing patient inquiries efficiently.

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

Skills

• 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
• Call Center and/or telephone customer service experience
• Strong typing skills 40+wpm. Knowledge of medical terminology
• Bilingual written and verbal communication skills

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