Reg & Scheduling Specialist - Psychiatry

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Location: Burlington, MA
Job ID: 160806-1A
Date Posted: Nov 24, 2020
Category: Specialist

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Job Description

Welcome To

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

Under general supervision of the department supervisor and/or manager, and following established procedures, performs a variety of tasks associated with the registration, scheduling, and collection of critical billing information for patients utilizing the clinic. Acts as a frontline representative of Lahey Health exercising the highest standards of customer service in all interactions with patients and staff.

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.

 

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

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.

 

             High School Diploma or equivalent

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

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

             Supports patients with the highest levels of customer service standards.

 

Scheduled Hours

40 Hours/Days

About Us

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.