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Location: Burlington, MA
Job ID: 158151-1A
Date Posted: Apr 28, 2020
Welcome to Lahey Hospital & Medical Center, part of Beth Israel Lahey Health. Lahey Hospital & Medical Center is a world-renowned tertiary medical center known for its innovative technology, pioneering medical treatment and leading-edge research. A teaching hospital of Tufts University School of Medicine, the hospital provides quality health care in virtually every specialty and subspecialty, from primary care to cancer diagnosis and treatment to kidney and liver transplantation. It is a national leader in a number of health care areas, including stroke, weight management and lung screenings, among many others. Lahey also helps to advance medicine through research and the education of tomorrow's health care leaders.
About the Job
Monitors audit various data sources in order to assess staff skills and compliance with key patient access and customer service performance standards. Information gathered is reviewed by the Directors. Inter-rater reliability between monitors and department supervisors is surveyed to ensure consistency of findings. The Directors are responsible for evaluating the performance of colleagues and for determining the needs of colleagues toward their achievement of all relevant performance standards. The Directors may use audit finding to help develop supplemental education for staff, and to help determine if staff are performing required tasks as assigned.
Essential Duties & Responsibilities including but not limited to:
1. Customer Service
and patients or family members.
(must cease listening activities when calls are determined to be personal in nature).
2. Observe Clinic Waiting Rooms:
3. Revenue Cycle Monitoring:
4. Customer Satisfaction Survey:
Education: High school diploma or GED
Experience: 1 year in duties requiring demonstrated excellent in any/all required skills,
knowledge, and abilities
Skills, Knowledge & Abilities:
Excellent interpersonal skills
Ability to follow directions
Exceptional listening and analytical skills
Dedication to providing exceptional customer service
Excellent ability to identify and analyze data for trends
Strong verbal and written communication skills
Demonstrated ability to work well in a team environment
Ability to multi-task and prioritize assignments
SHIFT: 20 hours, 1st shift
Beth Israel Lahey Health is an integrated system providing patients with better care wherever they are. Care informed by world-class research and education. We are doctors and nurses, technicians and social workers, innovators and educators, and so many others. All with a shared vision for what healthcare can and should be. We are committed to attracting, developing and retaining top talent. We strive to create a diverse and inclusive workplace that reflects the communities in which we work and serve. With a team approach to care, we encourage learning and growth at all levels and offer competitive salaries and benefits.
Equal Opportunity Employer/Minorities/Females/Disabled/Veterans.