Practice Representative

Beth Israel Lahey Health; Lexington (VA); On-site; USD 28,240 - 38,007; Full time

Job summary

Beth Israel Lahey Health in Lexington is seeking a patient services representative for an outpatient unit. You will be the primary contact for patients and visitors, delivering clear information and guiding them through check-in, registration, and scheduling.

This role emphasizes courteous communication, accurate data collection, and maintaining patient confidentiality while coordinating flow with providers to ensure smooth service delivery.

Qualifications

• High School diploma or GED required; Associate’s degree preferred.
• 0–1 years related work experience required.
• Basic familiarity with computers; navigate basic web-based applications.

Responsibilities

• Communicates with patients, visitors by phone and in person; provides accurate information and directions and follows up as needed.
• Takes complete & accurate information from patients/callers and prioritizes communication to providers; prepares schedules and medical records.
• Performs check‑in, registration, and verification of demographics and billing information; collects co-payments and directs patients to next service area.
• Monitors entry flow, acts as liaison to ensure timely service and optimal patient experience.
• Processes check-out, schedules follow-ups and related tests, and provides educational materials; enters billing tickets.

Skills

Written Communications

Oral Communications

Knowledge

Team Work

Customer Service

Education

High School diploma or GED

Associate’s degree preferred

Tools

Basic computer skills

Job description

Job Summary

Location: 482 Bedford Street, Lexington. This role serves as the primary point of contact for patients and visitors in an outpatient unit, providing excellent customer service through clear communication. Reports to the manager with input from assigned physicians, nurses, and other health care providers.

Essential Responsibilities

1. Communicates with and assists patients, other employees, and the general public in a courteous, helpful manner by phone and in person; provides accurate information, directions, and/or guidance and follows up promptly to ensure that needs have been met.
2. Takes complete and accurate information from patients/callers, prioritizing and facilitating communication of information to providers; prepares schedules, medical records, and other documents in accordance with quality standards while maintaining patient confidentiality at all times.
3. Performs check‑in, registration, and verification of demographic and fiscal information according to medical center policies and procedures, utilizing hospital computer systems; confirms prior authorizations, referrals, pre‑certifications, collects required co‑payments, and directs patients to the next service area.
4. Monitors patients and visitors entering, waiting, and leaving the practice; facilitates timely flow and proactively solves flow issues; acts as liaison between patient and practice staff to ensure optimal flow and service delivery.
5. Processes patient check‑out, schedules follow‑up appointments and related diagnostic or lab tests, making every reasonable effort to accommodate patient and provider needs; provides patient with any relevant educational materials; enters visit billing tickets.

Required Qualifications

• High School diploma or GED required; Associate’s degree preferred.
• 0–1 years related work experience required.
• Basic familiarity with computers; ability to navigate at a basic level within web‑based applications.

Preferred Qualifications

• One year experience in a healthcare or service/hospitality environment.

Competencies

• Written Communications: Ability to read, write, and communicate effectively in English, understand basic safety instructions, and respond to routine questions.
• Oral Communications: Ability to understand spoken English, follow basic safety instructions, and communicate effectively in basic English with patients, families, and staff.
• Knowledge: Ability to demonstrate basic knowledge of fundamental concepts and procedures, applying them in routine situations.
• Team Work: Ability to interact respectfully with other employees, professional staff, and external contacts to offer ideas, identify issues, obtain information, or deliver services.
• 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 active listening and problem‑solving skills; ability to remain calm in stressful situations.

Physical Nature of the Job

Sedentary work; exerts 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 may be higher depending on seniority, education, training, relevant experience, certifications, geographic location, job responsibilities, or other permissible factors. Additional compensation may include shift differentials, call pay, premium pay, overtime pay, and other additional pay practices in accordance with the law.

Equal Opportunity Employer/Veterans/Disabled