Practice Representative - BIDMC Primary Care Service

About the role

When you join the growing BILH team, you're not just taking a job, you’re making a difference in people’s lives. Make an Impact Every Day! Be the welcoming face and trusted guide for patients and visitors.

Responsibilities

• Serve as a primary point of contact for patients, visitors, and staff—both in person and by phone
• Provide accurate information, directions, and guidance with a courteous, helpful approach
• Follow up promptly to ensure all needs are met
• Gather complete and accurate information from patients and callers
• Prioritize and route communications to providers efficiently
• Prepare schedules, medical records, and documentation in line with quality standards
• Maintain strict patient confidentiality across all communication channels
• Complete patient check-in, registration, and demographic/financial verification
• Confirm insurance requirements, including prior authorizations, referrals, and pre-certifications
• Collect required co-payments according to established standards
• Direct patients to the appropriate next step in their care journey
• Monitor patient and visitor flow within the practice
• Proactively address scheduling or flow challenges (e.g., early/late arrivals, provider delays)
• Act as a liaison between patients and clinical staff to ensure efficient service delivery
• Process patient checkout and schedule follow-up appointments
• Cook up diagnostic tests and lab services while accommodating patient and provider needs
• Provide educational materials as appropriate
• Enter visit billing tickets accurately

Qualifications

• High School Diploma or GED
• 0–1 year of related experience
• Basic computer skills, including navigating web-based systems
• Associate’s degree
• 1 year of experience in healthcare, customer service, or hospitality

Skills for Success

• Customer Service Excellence: Deliver professional, respectful, and service-focused interactions using active listening and problem-solving
• Communication: Read and write in English to follow instructions and communicate effectively
• Understand and speak English to respond to routine questions from patients and staff
• Teamwork: Collaborate respectfully with colleagues and contribute to a positive work environment
• Foundational Knowledge: Apply basic concepts and procedures effectively in routine situations
• Composure: Stay calm and effective in fast-paced or stressful situations

Work Environment

• Physical Requirements: Sedentary role (primarily seated)
• Occasional standing, walking, and light lifting (up to 10 lbs)

Pay

The pay range listed for this position is the base hourly wage range the organization reasonably and in good faith expects to pay for this position at this time. Actual compensation is determined based on several factors, that may include 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 to the position and in accordance with the law.