Call Center Patient Service Representative, Ophthalmology

Beth Israel Lahey Health; Boston (MA); On-site; USD 29,000 - 37,000; Full time

Job summary

Beth Israel Lahey Health seeks a dedicated patient access professional to manage high-volume calls and emails, triage effectively, and schedule appointments with accuracy. You will verify demographics, obtain referrals, and document payer details to support efficient clinic operations.

The role requires strong communication in English, familiarity with medical terminology, and the ability to work with diverse patients in a busy health system.

Qualifications

• Required: High School diploma or GED; Associate's degree preferred.
• 1–3 years related work experience required.
• Experience with computer systems including web-based applications and Microsoft Office.

Responsibilities

• Answer, screen and process a high volume of calls or emails in a professional manner.
• Utilize phone scripts and triage calls to determine appointment type, provider and urgency.
• Schedule appointments using centralized scheduling system and verify/update demographic data.
• Obtain referrals and document payer information in the system.
• Inform patients of preparation for visits and coordinate data for efficient scheduling.

Skills

Strong typing 40+wpm

Bilingual written and verbal

Microsoft Office proficiency

Customer service

Written communication

Oral communication

Education

High School diploma or GED

Associate's degree (preferred)

Tools

Web-based applications

Job description

When you join the growing BILH team, you're not just taking a job, you’re making a difference in people’s lives.

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.

Job Description

Essential Responsibilities

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.

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 worker's compensation and auto liability.

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.

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.

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

• High School diploma or GED required. Associate's degree preferred.
• 1-3 Years Related Work Experience Required.
• 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

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

Competencies

• 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.
• 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. Work progress is monitored by supervisor/manager.
• 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 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 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

Pay Range

$20.50 - $27.59

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.

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) as a condition of employment.

More than 35,000 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