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**Job Type:** Regular

**Time Type:** Full time

**Work Shift:** Day (United States of America)

**FLSA Status:** Non-Exempt

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 efficient interaction with patients and families, and serve as a resource to other front desk colleagues.

Job Description:

Essential Duties & Responsibilities including but not limited to:

• Answers telephone calls promptly while identifying themself and the practice. Takes clear messages, determines call backs for clinicians and other office 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 for 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, office 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 refills 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..

1. Has demonstrated skills in Epic

• Acts as first point of contact for basic Epic related questions from staff and providers

• Assists with troubleshooting Epic related issues

2. Acts as a first level resource, or go-to person, for day to day questions and to relay new initiatives

• Proactively problem solves basic issues with the ability to understand, listen and solve or escalate issues before they become more serious

• Accepts assignments/projects from manager to assist with patient or administrative issues

3. Serves as mentor new Front Desk colleagues

• Mentors new colleagues on functions of the front desk and assures understanding and competency upon training completion in the absence of a Lead or Manager..

• Responds to colleague questions for optimal use of EMR system and offers assistance to resolve issues.

• Provides ongoing assistance to new and current colleagues on the practice's policies, procedures and work flows

• Reviews the work being conducted at the front desk and maintains smooth operations of all front desk activities at all times.

Safety:

• Creates and maintains a safe working environment by following Safety/Infection Control/Employee Health Policies & Procedures, using Personal Protective Equipment, using Personal Protective Equipment, using Safety devices, and properly disposing of infectious/hazardous waste. Reports incidents, accidents and hazards as per policy.

• Responds to patient concerns and potential patient safety issues.

• Recognizes health conditions that are a possible risk to others and helps contain risk.

Organizational Requirements:

Maintain strict adherence to the Beth Israel Lahey Health Confidentiality policy.

Incorporate Lahey Health Guiding Principles, CREATE, PROMISE and/or Core Principles into daily activities.

Comply with all Beth Israel Lahey Health Policies.

Comply with behavioral expectations of the department and Beth Israel Lahey Health.

Maintain courteous and effective interactions with colleagues and patients.

Demonstrate an understanding of the job description, performance expectations, and competency assessment.

Demonstrate a commitment toward meeting and exceeding the needs of our customers and consistently adheres to Customer Service standards.

Participate in departmental and/or interdepartmental quality improvement activities.

Participate in and successfully completes Mandatory Education.

Perform all other duties as needed or directed to meet the needs of the department.

Minimum Qualifications:

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.

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) and COVID-19 as a condition of employment. Learn more (https://www.bilh.org/newsroom/bilh-to-require-covid-19-influenza-vaccines-for-all-clinicians-staff-by-oct-31) about this requirement.

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