When you join the growing BILH team, you're not just taking a job, you’re making a difference in people’s lives.

Job Description:

• This is a hybrid position with some on-site requirements at BIDMC
  
  

Job Description

· Performs direct outreach to patients to initiate patient engagement and enrollment with the clinic and perform introduction of the clinic, schedule initial appointment with clinician, and if necessary, follow-up assistance.

· Proactively contact patients to resolve and follow-up on potential barriers for appointment or program completion including reviewing patient completion of previous encounter “after visit summary” instructions to ensure completion prior to subsequent visit(s). Maintains and reviews KPI dashboards with Medical Director on a recurring basis

· Partners with third party vendor on logistics to ensure patients have the correct devices and access to platform software and to optimize patient and clinician workflow

· Leverages Motivational Interviewing technics or similar tools to engage patients and provides emotional support to patients throughout the care journey

· Documents patient communication in the Electronic Medical Record (EMR) using encounter notes, in basket messages and MyChart

· Verifies and updates patient insurance information when scheduling visits

· Provides general clerical support, this may include: filing, making appointments, photocopying, faxing, preparing and sending mail, making reminder phone calls, and maintaining contacts database

· Answers incoming calls to the clinic and escalates any patient issues to the appropriate team member

· Contributes to the workflow and process improvements and the development of new ideas that impact the program

Skills/ Attributes

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Education: High School Degree or GED. College level study a plus.

Experience: No prior experience necessary. Prior customer service experience or patient care experience a plus.

Skills, Knowledge and Abilities: Strong communication and interpersonal skills required. Ability to work in both a team environment and independently. Ability to think creatively and recommend solutions to problems.

Experience working and building relationships with patients and care team members in a healthcare or community-based setting (preferred)

· Previous customer services experience (preferred)

· Completed motivational interview (MI) training (preferred)

· Ability to work in a multicultural diverse environment as a member of a health care team

· Strong communication (oral and written), interpersonal, organizational, and record keeping skills

· Ability to handle multiple tasks and responsibilities at the same time effectively

· Ability to work independently and as part of a team

· Ability to maintain confidentiality and sensitivity to cultural differences

· Ability to understand basic medical terminology

· Ability to be flexible and easily adapt to change

· Familiar with Microsoft Office applications including Outlook, Teams, SharePoint, Excel, etc.

Pay Range:

The pay range listed for this position is the base hourly wage range the organization reasonably and in good faith expects to pay for this position at this time. Actual compensation is determined based on several factors, that may include seniority, education, training, relevant experience, relevant certifications, geography of work location, job responsibilities, or other applicable factors permissible by law.  Compensation may exceed the base hourly rate depending on shift differentials, call pay, premium pay, overtime pay, and other additional pay practices, as applicable to the position and in accordance with the law.

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) as a condition of employment.

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