Patient Service Rep - Ortho Call Center

About the Role

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.

Responsibilities

• Answers, screens, and processes a high volume of calls in a professional manner.
• Utilizes and adheres to 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 visits and documents in the system.
• Documents appropriate payer information, including worker's compensation and auto liability.
• Informs patients of necessary preparation for scheduled visits, 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 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.

Requirements

• 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 (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.

Skills

• Decision Making: Ability to make decisions 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.
• 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 Requirements

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

The pay range for this position is $20.50 - $27.59 per hour. Actual compensation is determined based on several factors, including seniority, education, training, relevant experience, relevant certifications, geography of work location, job responsibilities, or other applicable factors permissible by law. Compensation may exceed the base hourly rate depending on shift differentials, call pay, premium pay, overtime pay, and other additional pay practices, as applicable.

Additional Information

As a health care organization, Beth Israel Lahey Health requires all staff to be vaccinated against influenza (flu) as a condition of employment.