Patient Service Representative - Needham

Beth Israel Lahey Health; Boston (MA); On-site; USD 38,000 - 46,000; Full time

Job summary

Beth Israel Lahey Health is seeking a Patient Service Representative in Needham/Boston to direct patient access by handling a high volume of calls, scheduling appointments, updating demographics, and coordinating referrals. The role emphasizes accuracy, patient communication, and efficient use of scheduling systems.

The candidate should have a high school diploma or GED, 1–3 years experience, and proficiency with computer systems and Microsoft Office.

Qualifications

• High School diploma or GED required; Associate's degree preferred.
• 1-3 years related work experience required.
• Experience with computer systems including web-based applications and some Microsoft Office applications (Outlook, Word, Excel, PowerPoint or Access).

Responsibilities

• Answers, screens and processes a high volume of calls in a professional manner using scripts and guidelines.
• Uses scheduling systems to schedule appointments and updates patient demographics; obtains referrals as needed.
• Informs patients of necessary preparation for visits and required documentation.
• Coordinates data sets for efficient scheduling and optimizes staff utilization and timing for patients and providers.
• Records messages for providers, triages requests and responds to inquiries within scope.

Skills

Call Center experience

Typing 40+wpm

Medical terminology

Bilingual communication

Education

High School diploma or GED

Associate's degree preferred

Tools

Microsoft Office

Job description

Patient Service Representative - Needham

Boston, Massachusetts; Needham, Massachusetts

Organization Facility: Beth Israel Deaconess Medical Center

Category: Patient Access

Job ID: JR65121

Date posted: 04/15/2025

Job Type: Regular Time Type: Full time Work Shift: Day (United States of America) FLSA Status: Non-Exempt

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

Job Summary: Directs patient access to the practice by answering, screening and processing a high volume of incoming calls in a dedicated call center.

Job Description:

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 worker's 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. Associate's degree preferred.
2. 1-3 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 40+wpm. 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, 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

Equal Opportunity Employer/Veterans/Disabled

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 COVID-19 as a condition of employment. Learn more about this requirement.

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.

Why join Beth Israel Lahey Health?

If you’re looking for a career where you can make a difference and explore your potential, Beth Israel Lahey Health is the place you belong. Our system includes a network of hospitals, physician practices, outpatient centers, and other healthcare facilities and we offer a broad range of careers in direct patient care, environmental services, registration, finance and many other fields. We are focused on providing compassionate and personalized healthcare with a strong reputation for clinical excellence and research and offer diverse opportunities for career growth and development. Conveniently, we have many locations in communities across Eastern Massachusetts and Southern New Hampshire.At Beth Israel Lahey Health, we see you for all that you are – your experience and your dreams. Explore our open opportunities and find out why so many have already chosen to join our team.View All Opportunities