Practice Representative

About the Role

Join Beth Israel Lahey Health (BILH) and make a difference in people's lives. This full-time Practice Representative role is within the Surgical Specialties Department, a multi-disciplinary ambulatory procedural clinic. The position is located in Boston, MA.

Job Summary

Serve as the primary point of contact for patients and visitors in an outpatient unit, providing excellent customer service through clear communication. Report to the manager with input from assigned physicians, nurses, and other healthcare providers.

Key Responsibilities

• Communicate and assist patients, other employees, and the general public courteously and helpfully by phone and in person.
• Provide accurate information, directions, and/or guidance, following up promptly to ensure needs are met.
• Take complete and accurate information from patients/callers, prioritizing and facilitating communication of information to providers.
• Prepare schedules, medical records, and other documents in accordance with quality standards.
• Maintain patient confidentiality at all times.
• Perform check-in, registration, and verification of demographic and fiscal information according to medical center policies and procedures, utilizing hospital computer systems.
• Confirm prior authorizations, referrals, and pre-certifications for patient's insurance and managed care plan.
• Collect required co-payments according to standards.
• Direct patients to the next service area.
• Monitor patients and visitors entering, waiting, and leaving the practice.
• Facilitate timely patient flow and proactively solve flow issues.
• Act as a liaison between patients and practice staff to ensure optimal flow and service delivery.
• Process patient check-out, schedule follow-up appointments, and related diagnostic and/or lab tests, accommodating patient and provider needs.
• Provide patients with relevant educational materials as indicated.
• Enter visit billing tickets.

Requirements & Tech Stack

• Basic familiarity with computers.
• Ability to navigate at a basic level within web-based applications.

Qualifications

• High School diploma or GED required.
• Associate's degree preferred.
• 0-1 Years Related Work Experience required.
• Written Communications: Ability to read and write in English to understand basic safety instructions, take direction from supervisors, communicate effectively with patients, families, and other medical center staff, and respond to basic questions.
• Oral Communications: Ability to understand spoken English to follow basic safety instructions, take direction from supervisors, and communicate effectively in basic English with patients, families, and medical center staff in response to routine questions.
• Knowledge: Ability to demonstrate basic knowledge of fundamental concepts, practices, and procedures, with the ability to use them in routine situations. Specialized knowledge not required.
• Team Work: Ability to interact respectfully with other employees, professional staff, and/or external contacts to offer ideas, identify issues, obtain information, or deliver services.
• 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.

Preferred Qualifications

• One year experience in a healthcare or service/hospitality environment.

Physical Nature Of The Job: Sedentary work, exerting up to 10 pounds of force occasionally. Sitting most of the time, with walking and standing required only occasionally.

Pay Range: $20.50 - $27.59 per hour.

Condition of Employment: Vaccination against influenza (flu) is required.