Patient Services Concierge & Scheduler

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

Job summary

Beth Israel Lahey Health seeks a Reception Desk Rep to serve as the first point of contact for patients, callers and providers. The role involves greeting patients, scheduling and checking in, updating demographics and billing information, and following hospital policies.

You will use scripts and decision trees to determine appointment type, triage when needed, and communicate with physicians. Excellent customer service and calm, professional demeanor are essential.

Qualifications

• High school diploma or GED required; Associate's degree preferred.
• 1-3 years in a customer service role with strong communication and problem-solving skills.
• Attention to detail, clear verbal communication, and keyboarding ability.
• Basic familiarity with computers and web-based applications; medical terminology knowledge.

Responsibilities

• Answer, screen, and process incoming calls professionally; schedule and manage patient appointments for multiple providers.
• Update patient demographics and insurance data accurately at scheduling and check-in.
• Follow department guidelines, use scheduling criteria and decision trees to determine appointment type and urgency.
• Send accurate communications to physicians and healthcare providers.
• Defuse challenging situations and seek supervisor guidance when needed.

Skills

Active listening

Problem solving

Customer service

Verbal communication

Keyboarding

Medical terminology

Interpersonal skills

Computer basics

Education

High School diploma or GED

Associate's degree preferred

Tools

Web-based applications

Job description

Beth Israel Lahey Health seeks a Reception Desk Rep to serve as the first point of contact for patients, callers and providers. The role involves greeting patients, scheduling and checking in, updating demographics and billing information, and following hospital policies.

You will use scripts and decision trees to determine appointment type, triage when needed, and communicate with physicians. Excellent customer service and calm, professional demeanor are essential.