Practice Representative - Call Center

When you join the growing BILH team youre not just taking a job youre making a difference in peoples lives.

This position is located at 1 Brookline Place.

The Department of Anesthesia Critical Care and Pain Medicine provides a fullrange of leadingedge anesthesia services in all operating rooms intensive care units obstetric and nonsurgical procedure areas (including gastrointestinal endoscopy and electrophysiology) at Beth Israel Deaconess Medical Center Boston. Our first commitment is to provide compassionate worldclass care to all our patients. We are one of the top academic anesthesia departments in the US in clinical anesthesia and research and as a Harvard Medical School affiliated hospital our educational programs are among the best in the country. The department is internationally recognized for both clinical care and research. Our renowned research program produces innovative work that is making major strides in improving patient care in anesthesia critical care pain and headache treatment. We also have advanced innovative technologies in the field including 3D imaging and guided ultrasound to provide minimallyinvasive safe care for the most successful outcomes.

Our department continues to grow and thrive in a culture of respect that supports the professional development and personal wellbeing of our staff. In addition we have a strong commitment to Diversity Equity and Inclusion and actively seek a diverse workforce that celebrates and honors the many cultures and perspectives represented by our staff.

This position is a part of the William Arnold Carol A. Warfield MD Pain Management Center at One Brookline Place conveniently located next to the Brookline Village T stop. Our pain clinicians offer a widerange of compassionate comprehensive and cuttingedge treatments for chronic and complex pain and for migraine and other types of headache pain.

Job Description:

Essential Responsibilities:

1. 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.
2. 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 workers compensation and auto liability.
3. 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.
4. 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.
5. 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.

Required Qualifications:

1. High School diploma or GED required. Associates degree preferred.
2. 13 years related work experience required.
3. Experience with computer systems required including web based applications and some Microsoft Office applications which may include Outlook Word Excel PowerPoint or Access.

Preferred Qualifications:

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

Competencies:

1. Decision Making: Ability 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.
2. 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.
3. 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. Work progress is monitored by supervisor/manager.
4. Written Communications: Ability to communicate clearly and effectively in written English with internal and external customers.
5. Oral Communications: Ability to comprehend and converse in English to communicate effectively with medical center staff patients families and external customers.
6. Knowledge: Ability to demonstrate full working knowledge of standard concepts practices procedures and policies with the ability to use them in varied situations.
7. Team Work: Ability to work collaboratively in small teams to improve the operations of immediate work group by offering ideas identifying issues and respecting team members.
8. Customer Service: Ability to provide a high level of customer service to patients visitors staff and external customers in a professional serviceoriented respectful manner using skills in active listening and problem solving. Ability to remain calm in stressful situations.

Physical Nature of the Job:
Sedentary 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 occasionally

As 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) and COVID19 as a condition of employment. Learn more about this requirement.

More than 35000 people working together. Nurses doctors technicians therapists researchers teachers and more making a difference in patients lives. Your skill and compassion can make us even stronger.

Equal Opportunity Employer/Veterans/Disabled