When you join the growing BILH team, you're not just taking a job, you’re making a difference in people’s lives.
Under the general supervision of the Practice Manager or Coordinator and in collaboration with the providers, works
collaboratively to perform a wide variety of tasks associated with checking in and out of patients, registering patients
and scheduling appointments. This administrative role will have a direct impact on patient satisfaction by providing
empathetic and ef f icient interaction with patients and families, and serve as a resource to other f ront desk colleagues.
Job Description:
Answers telephone calls promptly while identifying themselves and the practice. Takes clear messages, determines call backs for clinicians and other of f ice staff .
▪ Registers all new and established patients upon arrival. Verifies patient information such as demographics, collects co-payments and updates all required information where needed. Collects outstanding balances when needed.
▪ Assists with scheduling work queues and recall lists by calling patients to set up appointments in a timely manner.
▪ Assists with management of department work queues
▪ Assures completion of any necessary paperwork f or patients’ visits.
▪ Reviews My Chart Portal sign-up and encourages those without an active account to create one.
▪ Reviews My Lahey Chart messages and completes the request or forwards to appropriate in-basket.
▪ Is responsible for communicating all registration changes and assures staff are informed accordingly based on changes. These go to a clinical pool here. Suspect it is different across practices.
▪ Reviews daily schedule and works to efficiently manage check in so that schedules remain on time. Everyone across the front desk keeps an eye on the schedule over the course of the day. Suspect it is different across practices.
▪ Regularly rounds with patients in waiting areas and provides patients with status updates as they relate to appointment wait times and changes. Collaborates with providers and clinical staff to communicate patient delays.
▪ Obtains prescription refill information and forwards refill encounter to providers. (see below)
▪ Communicates emergent/urgent calls to a nurse/provider immediately. All other patient care calls are forwarded to nurse inbasket for triage.
▪ May facilitate insurance referrals and authorizations for scheduled procedures, of f ice visits and testing.
▪ May run / Utilize reports from EPIC to assist with managing patient population in conjunction with management directives.
▪ Coordinates and provides insurance referrals and prior authorizations.
▪ Responds to patient questions, coordinates services to be rendered to patients, may participate in Call Center rotations and maintains physician schedules as needed.
What is the Call Center?
▪ Relays messages and patient inquiries to providers as appropriate.
▪ Initiates patient prescriptions and ref ills according to provider orders Instead of provider orders, perhaps say as per practice protocol.
▪ Communicates with patients via phone or written communication, regarding requirements for appointments, procedures and test preparations, overall healthcare etc.
▪ Answers patient questions and assists with resolving patient complaints, escalating complex issues as appropriate. Provides general information regarding the practice within scope of responsibility.
▪ Responds to patient billing questions when possible and works with PFS to resolve.
▪ Supports Practice Manager/Coordinator by completing projects as assigned such as creating letters, work queue management and other work to assist providers.
Education:
High school diploma or equivalent. Medical Administrative Office education
a plus.
Licensure, Certification & Registration: None
Experience: Three years of medical office experience, of which one year, must be in a Medical Office role at Beth Israel Lahey Health.
Proficient in standard office procedures and operation of business
machines (personal computer, scanning, telephone). Excellent customer
service and interpersonal skills.
Skills, Knowledge & Abilities: Performing medical scheduling, and with medical software; working experience with medical terminology; appropriate English usage; excellent phone skills. Attention to detail.
Pay Range:
$21.00 – $28.26
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.
