• Communicates with and assists patients, other employees and the general public in a courteous, helpful manner by phone and in person in compliance with the hospital's GREAT and WE CARE program. 

• Answers telephone using the Beth Israel Deaconess Hospital - Milton telephone etiquette process. 

• Perform scheduling of patients, check in, registration, and verification of demographic and fiscal information utilizing a computer system. 

• Takes complete and accurate information from patients/callers, prioritizing and facilitating communication of information to providers. Prepare schedules and other documents as needed in accordance with quality standards. 

• Accurately inputs patient insurance and managed care plans, including prior authorizations, referrals, and precertification. 

• Collect copayments following standards for managing copayment processing. Direct patients as needed to next service area upon check in. 

• Schedules follow up appointments including related diagnostic and/or lab tests making every reasonable effort to accommodate patient and provider needs. 

• Monitor auto appointment reminder system. Reschedule appointments when requested by patients and conducting reminder calls if system is not available. 

• Provides accurate information, directions and/or guidance to patients/visitors and provides prompt follow-up to ensure that needs have been met. 

• Monitor patients and visitors entering, waiting, and leaving the exam area or the office. 

• Maintains patient confidentiality at all times, whether by phone, discussion with providers or distribution of patient information by email, fax, etc. 

• Maintains clean and welcoming reception area ensuring all reading materials and patient education materials are relevant and timely. • Monitor audio/visual equipment for appropriate programming and volume levels to ensure a nonintrusive and calming environment. 

• May be assigned off-shifts, holidays, and weekends, and may work additional hours beyond schedule when needed to provide for patient services or in an emergency/disaster. 

• Employee maintains competencies (position specific and hospital-wide) required for the specific patient population served. 

• Perform all duties in accordance with safety and other laws, rules and regulations as set forth by appropriate regulatory and government agencies and in accordance with established department and hospital policies and procedures. 

• May be required to perform similar or related duties reflective of the level of experience as may be necessary on an emergency, temporary or limited basis or as designated by the Physician Services Manager, Director or their designee. 

QUALIFICATIONS

Education
High school diploma or GED required. Associates degree preferred.

Experience
Minimum 2 years related work experience required.

Other skills required

• Decision Making: Ability to make decisions based on specific instructions, standard practices and established procedures which generally require little or no supervision.

• Oral/written Communication: Ability to read and write in English in order to understand basic safety instructions and take direction from supervisors; communicate effectively in basic English with patients, families and medical center staff in response to routine questions. Teamwork: Ability to interact respectfully with other employees, professional staff and/or external contacts to offer ideas, identify issues, obtain information or deliver services.

• 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.

The above statements are intended to describe the general nature and level of work being performed. This list is not to be construed as an exhaustive list of all responsibilities, duties and skills required of personnel assigned to this position.