Practice Representative - BIDMC Primary Care Service

Beth Israel Lahey Health; Boston (MA); On-site; USD 28,000 - 38,000; Full time

Job summary

Beth Israel Lahey Health is seeking a Practice Representative to be the welcoming face for patients and visitors, delivering clear communication, excellent service, and smooth coordination to ensure a positive and efficient patient experience.

The role involves front desk operations, registration, insurance processing, scheduling, and care-path guidance with a Monday–Friday schedule from 8 am to 4:30 pm. A high school diploma and 0–1 year of related experience are required.

Qualifications

• High School Diploma or GED is required.
• 0–1 year of related experience.
• Basic computer skills and navigating web-based systems.
• Preferred: Associate’s degree.

Responsibilities

• Serve as primary point of contact for patients, visitors, and staff in person and by phone.
• Provide accurate information and guidance with courtesy.
• Gather information from patients and route communications to providers.
• Complete patient check-in, registration, and demographic/financial verification.
• Confirm insurance requirements, including prior authorizations and referrals.
• Process co-payments and direct patients to the next step in care.
• Monitor clinic flow and act as liaison between patients and clinical staff.
• Process checkout and schedule follow-up appointments.
• Enter visit billing tickets accurately.

Skills

Customer Service

Communication

Teamwork

Problem Solving

Attention to Detail

Education

High School Diploma or GED

Associate’s degree (preferred)

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.Make an Impact Every Day!

Be the welcoming face and trusted guide for patients and visitors. In this role as a Practice Representative, you’ll deliver clear communication, excellent service, and smooth coordination to ensure every patient experience is positive and efficient.

The schedule for this role is Monday - Friday, 8 am - 4:30 pm

Job Description

What You’ll Do

Patient Experience & Communication

• Serve as a primary point of contact for patients, visitors, and staff—both in person and by phone
• Provide accurate information, directions, and guidance with a courteous, helpful approach
• Follow up promptly to ensure all needs are met

Information Management & Coordination

• Gather complete and accurate information from patients and callers
• Prioritize and route communications to providers efficiently
• Prepare schedules, medical records, and documentation in line with quality standards
• Maintain strict patient confidentiality across all communication channels

Registration & Insurance Processing

• Complete patient check-in, registration, and demographic/financial verification
• Confirm insurance requirements, including prior authorizations, referrals, and pre-certifications
• Collect required co-payments according to established standards
• Direct patients to the appropriate next step in their care journey

Clinic Flow & Front Desk Operations

• Monitor patient and visitor flow within the practice
• Proactively address scheduling or flow challenges (e.g., early/late arrivals, provider delays)
• Act as a liaison between patients and clinical staff to ensure efficient service delivery

Scheduling & Checkout

• Process patient checkout and schedule follow-up appointments
• Coordinate diagnostic tests and lab services while accommodating patient and provider needs
• Provide educational materials as appropriate
• Enter visit billing tickets accurately

What You Bring

Required Qualifications

• High School Diploma or GED
• 0–1 year of related experience
• Basic computer skills, including navigating web-based systems

Preferred Qualifications

Preferred Qualifications

• Associate’s degree
• 1 year of experience in healthcare, customer service, or hospitality

Key Skills for Success

• Customer Service Excellence: Deliver professional, respectful, and service-focused interactions using active listening and problem-solving
• Communication:
• Read and write in English to follow instructions and communicate effectively
• Understand and speak English to respond to routine questions from patients and staff
• Teamwork: Collaborate respectfully with colleagues and contribute to a positive work environment
• Foundational Knowledge: Apply basic concepts and procedures effectively in routine situations
• Composure: Stay calm and effective in fast-paced or stressful situations

Work Environment

• Physical Requirements:
• Sedentary role (primarily seated)
• Occasional standing, walking, and light lifting (up to 10 lbs)

Why This Role Matters

You play a critical role in shaping each patient’s experience—from their first interaction through follow-up care. Your attention to detail, empathy, and ability to keep operations flowing make a meaningful difference every day.

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