Patient Service Representative - Radiology

Beth Israel Deaconess Medical Center, Inc.; Boston (MA); On-site; USD 28,240 - 38,007; Full time

Job summary

Beth Israel Deaconess Medical Center, Inc. in Boston is looking for a Call Center Coordinator to direct patient access by managing a high volume of calls. The role includes verifying patient demographics, scheduling appointments, and ensuring effective communication with patients and staff.

Applicants should have a high school diploma or GED with 1-3 years of relevant experience and must be proficient in Microsoft Office applications. The position offers a pay range of $20.50 to $27.59 per hour depending on experience and qualifications.

Qualifications

• 1-3 years related work experience required.
• Experience with computer systems including web-based applications.
• Strong typing skills (≥40wpm) and medical terminology knowledge preferred.

Responsibilities

• Directly answer, screen, and process calls in a professional manner.
• Utilize scheduling systems to schedule appointments accurately.
• Document and verify patient information effectively.

Skills

Call center experience

Bilingual communication

Typing skills (≥40wpm)

Medical terminology

Education

High School diploma or GED

Associate’s degree preferred

Tools

Microsoft Office applications

Job description

Job Summary

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

Essential Responsibilities

• Answers, screens, and processes a high volume of calls in a professional manner.
• Utilizes and adheres to 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 visits and documents them in system.
• Documents appropriate payer information, including workers’ compensation and auto liability.
• Informs patient of necessary preparations for scheduled visits, including providing documents, films, 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 Microsoft Office applications such as Outlook, Word, Excel, PowerPoint, or Access.

Preferred Qualifications

• Call center and/or telephone customer service experience.
• Strong typing skills (≥40wpm).
• Knowledge of medical terminology.
• Bilingual written and verbal communication skills.

Competencies

• Decision Making: Ability to make decisions 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 varied problems requiring analysis or interpretation using direct observation, knowledge, and skills based on general precedents.
• Independence of Action: Ability to follow precedents and procedures, set priorities, and organize work within general guidelines. Seeks assistance with difficult or unpredictable situations. Work progress 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 and apply them in varied situations.
• Team Work: Ability to work collaboratively in small teams to improve operations 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

Primarily sedentary work: may occasionally carry, lift, push, or pull objects up to 10lb. Sitting most of the time, with walking and standing required only occasionally.

Pay Range

$20.50–$27.59 per hour. The pay range is the base hourly wage the organization reasonably expects to pay. Actual compensation may exceed the base rate based on factors such as seniority, education, training, experience, certifications, job responsibilities, location, shift differentials, call pay, premium pay, overtime, and other applicable pay practices.

Vaccination Requirement

All staff must be vaccinated against influenza (flu) as a condition of employment.

Equal Opportunity Employer

We are an equal‑opportunity employer. Veterans/Disabled applicants are encouraged to apply.