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Practice Representative - Lead

Beth Israel Deaconess Medical Center
Boston

Job Description

Serves as a primary point of contact for patients and visitors in an outpatient unit and provides excellent customer service through clear communication. Acts as a team leader, resource and mentor for the practice support staff. Reports to the manager with input from assigned physicians, nurses and other health care providers.

Essential Responsibilities:
Serves as a role model, mentor, team leader and resource for the practice support team. Provides staff training and shares knowledge of the unit and medical center policies and practices. Makes recommendations on how resources can be used differently and more effectively.
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.
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. Maintains patient confidentiality at all times, whether by phone, discussion with providers or distribution of patient information by email, fax, etc.
Performs check in, registration, and verification of demographic and fiscal information according to medical center policies and procedures and utilizing hospital computer systems. Confirms prior authorizations, referrals and pre-certifications for patient's insurance or managed care plan. Collects required co-payments following standards. Directs patients to next service area.
Monitors patients and visitors entering, waiting, and leaving the practice. Facilitates timely flow and proactively solves flow issues (i.e., early or late patient, late provider, etc.) Acts as liaison between patient and practice staff to ensure optimal flow and service delivery.
Required Qualifications:High School diploma or GED required. Associate's degree preferred.
1-3 years related work experience required.
Experience with computer systems required, including web based applications and some Microsoft Office applications which may include Outlook, Word, Excel, PowerPoint or Access.
Preferred Qualifications:One or more years experience in a healthcare or service/hospitality environment.
Competencies:Written Communications: Ability to communicate clearly and effectively in written English with internal and external customers.
Oral Communications: Ability to comprehend and converse in English to communicate effectively with medical center staff, patients, families and external customers.
Knowledge: Ability to demonstrate full working knowledge of standard concepts, practices, procedures and policies with the ability to use them in varied situations.
Team Work: Ability to act as a team leader for small projects or work groups, creating a collaborative and respectful team environment and improving workflows. Results may impact the operations of one or more departments.
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 skills in active listening and problem solving. Ability to remain calm in stressful situations.

Physical Nature of the Job:
Sedentary work: Exerting 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

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