Reg & Scheduling Specialist (Family Practice)

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Location: Lynnfield, MA
Job ID: 162522-1A
Date Posted: Oct 22, 2020
Category: Specialist

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Job Description

Welcome To

Welcome to Lahey Health Primary Care. With over 55 primary care practices in more than 30 nearby communities , our primary care physicians and care teams provide quality close to where our patients live or work. We have a team approach to patient care and have developed long-standing, mutually respectful relationships with local specialists at our affiliate hospitals to guide and support the most effective and efficient patient care. As part of the Beth Israel Lahey Health system, we now have the opportunity to care for even more individuals across eastern Massachusetts.

About the Job

Position Summary:

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.


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 statuses 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 Hospital guidelines.




Organizational Requirements:

Maintain strict adherence to the Lahey Hospital and Medical Center Confidentiality policy.

Incorporate Lahey Hospital and Medical Center Standards of Behavior and Guiding Principles into daily activities

Comply with all Lahey Hospital and Medical Center Policies.

Comply with behavioral expectations of the department and Lahey Hospital and Medical Center.

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:


High school diploma or equivalent


Licensure, Certification & Registration:





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




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.