Job Description:

Essential Duties & Responsibilities including but not limited to: Registers all new and established outpatients upon arrival, verifying, collecting co-payments, and updating required information where needed. Is responsible for collecting and data-entering information with high degree of accuracy.

Statuses all appointments at the time of check-in. Confirms that all appointments are statused by the end of the business day to ensure that all appointments may have appropriate charges posted. Enters all future appointment requests and indicates patient preferences or exclusions for dates and/or times. Schedules multiple appointments in the proper sequence and within appropriate time frames.

Regularly rounds with patients in waiting areas and provides patients with status updates as they relate to appointment wait times and changes.

Monitors patient waiting areas for cleanliness and appearance.

Works collaboratively with the Access Center at LHMC to schedule patients and create access. Meets established department productivity standards.

Floats to other areas as needed based on staffing and volume.

Demonstrates efficiency in answering the phone and registering patients in-person utilizing AIDET (Acknowledge, Introduce, Duration, Explanation, and Thank You). Manages incoming calls professionally.

Maintains a professional and courteous manner and provides communication in a manner consistent with customer satisfaction, service excellence strategies, and Lahey Standards of Behavior.

Escalates questions/issues to appropriate resources in order to facilitate access and patient/provider satisfaction.

Works on the scheduling work queues and recall lists by calling patients to set up appointments.

Provide each patient with appropriate paperwork per clinic.

Maintains flexibility by adjusting schedule to meet the needs of the department.

Administers MSPQ Survey to all Medicare patients, in accordance with Medicare and Lahey Clinic guidelines.

Minimum Qualifications:

Education:

High school diploma or equivalent

Licensure, Certification & Registration:

None Experience:

A minimum of 1 year of experience in a high volume customer service related position.

Skills, Knowledge & Abilities:

Strong customer service skills, strong PC skills, effective written and verbal communication skills, ability to multi-task

Pay Range:

$20.00 - $26.92The 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.

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