Patient Service Representative - GI Call Center - Full-time

p style="text-align:left"bWhen you join the growing BILH team, you#39;re not just taking a job, you’re making a difference in people’s lives./b/pp style="text-align:inherit"/pp style="text-align:inherit"/pThis is a hybrid role. All training will be completed on-site for a period of time before transitioning to hybrid role. Following successful completion of training, the role will revert to a hybrid work arrangement with 4 days per week remote and one day per week on site.p style="text-align:inherit"/pp style="text-align:inherit"/pp style="text-align:inherit"/pp style="text-align:left"bJob Description:/b/pbEssential Responsibilities: /bbrolliAnswers, 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./liliUtilizes 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./liliInforms 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./liliCoordinates 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./liliRecords 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./li/olbRequired Qualifications:/bolliHigh School diploma or GED required. Associate's degree preferred./lili1-3 years related work experience required./liliExperience with computer systems required, including web based applications and some Microsoft Office applications which may include Outlook, Word, Excel, PowerPoint or Access./li/olbPreferred Qualifications:/bolliCall Center and/or telephone customer service experience/liliStrong typing skills 40+wpm. Knowledge of medical terminology/liliBilingual written and verbal communication skills/li/olbCompetencies:/bollibDecision Making: /bAbility to make decisions that are guided by general instructions and practices requiring some interpretation. May make recommendations for solving problems of moderate complexity and importance./lilibProblem Solving: /bAbility to address problems that are varied, requiring analysis or interpretation of the situation using direct observation, knowledge and skills based on general precedents./lilibIndependence of Action: /bAbility to follow precedents and procedures. May set priorities and organize work within general guidelines. Seeks assistance when confronted with difficult and/or unpredictable situations. Work progress is monitored by supervisor/manager./lilibWritten Communications: /bAbility to communicate clearly and effectively in written English with internal and external customers./lilibOral Communications: /bAbility to comprehend and converse in English to communicate effectively with medical center staff, patients, families and external customers./lilibKnowledge: /bAbility to demonstrate full working knowledge of standard concepts, practices, procedures and policies with the ability to use them in varied situations./lilibTeam Work: /bAbility to work collaboratively in small teams to improve the operations of immediate work group by offering ideas, identifying issues, and respecting team members./lilibCustomer Service: /bAbility 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./li/olbrbPhysical Nature of the Job:/bbrSedentary work: Exerting up to 10 pounds of force occasionally in carrying, lifting, pushing, pulling objects. Sitting most of the time, with walking and standing required only occasionallyp /pp /pp/ppbPay Range: /b/p$20.50 - $25.50p/ppspan style="color:#000000"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./span/pp/ph2As a health care organization, we have a responsibility to do everything in our power to care for and protect our patients, our colleagues and our communities. Beth Israel Lahey Health requires that all staff be vaccinated against influenza (flu) as a condition of employment./h2p/pp/ph2More than 35,000 people working together. Nurses, doctors, technicians, therapists, researchers, teachers and more, making a difference in patients#39; lives. Your skill and compassion can make us even stronger./h2p/ph2Equal Opportunity Employer/Veterans/Disabled/h2p/p