Reception Desk Representative, Radiology

Position: Reception Desk Representative, Radiology (40hrs)

When you join the growing BILH team, you're not just taking a job, you're making a difference in people's lives. This is a 40 hour a week position, full-time benefits-eligible, working Monday through Friday, 9:30am-6pm The role is fully onsite with the Radiology Department at Beth Israel Deaconess Medical Center in Boston.

Job Description

The Reception Desk Rep interacts extensively in person/ via telephone with patients, the public, healthcare providers, support staff and other Medical Center personnel. As a first point of contact when patients arrive into the department, the position requires excellent customers service skills, broad-judgment, independent thinking and problem solving. Additionally the representative follows workflow and company guidelines, and is responsible for scheduling appointments and updating demographic and correct billing/insurance information.

Essential

Responsibilities

• Answers, screens, and processes incoming calls in a professional manner.
• Directs patient access to the department by greeting, scheduling, checking in, and canceling patients appointments for a multiple providers.
• Utilizes and adheres to department and hospital guidelines and accurately updates patient's demographic and insurance data at the time of scheduling and check-in.
• Utilizes and adheres to a phone script, clinical decision trees, and scheduling criteria following department guidelines.
• Uses independent knowledge within scope of knowledge and training to determine the type of appointment needed and urgency to schedule the patient to the appropriate provider or triage the call.
• Sends out accurate and complete communication e-mails to physicians or to other healthcare providers.
• Take appropriate actions to diffuse challenging situations.
• Seeks assistance from supervisor and others appropriately when confronted with unpredictable patients situations and or/behaviors.

Required Qualifications

• High School diploma or GED required.
• Associate's degree preferred.
• 1-3 years related work experience required in a customer service role.
• Have demonstrated skills excellence including active listening, problem solving, and the ability to remain calm in emotional or stressful situations.
• Attention to detail, strong verbal communication , customer service and keyboarding skills.
• Medical terminology knowledge.
• Excellent interpersonal skills and the ability to work both independently and as a part of the team which includes fellow Reception Representatives, technologists, physicians and nurses.
• Basic familiarity with computers.
• Ability to navigate at a basic level within web-based applications.

Preferred Qualifications

• Prior experience working in customer service related roles.

Competencies

• Decision Making:
  Ability to make decisions that are based on specific instructions, standard practices and established procedures which generally require little or no supervision.
• Problem Solving:
  Ability to address problems that are routine, somewhat repetitive and generally solved by following clear directions and procedures and by identifying opportunities for process improvements.
• Independence of Action:
  Ability to follow general instructions and procedures as provided. Work is monitored by supervisor/manager.
• Written Communications:
  Ability to communicate clearly and effectively in written English with internal and external customers.
• Oral Communications:
  Ability to comprehend and converse in English to communicate effectively with medical center staff, patients, families and external customers.
• Knowledge:
  Ability to demonstrate full working knowledge of standard concepts, practices, procedures and policies with the ability to use them in varied situations.
• Team Work:
  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 using skills in active listening and problem solving. Ability to remain calm in stressful situations.

Physical Nature of the Job

Sedentary work:
Exerting up to 10 pounds of force occasionally in carrying, lifting, pushing, pulling objects. Sitting most of the time, with walking and standing required only occasionally.

Pay Range

Pay Range: $20.50 - $27.59 The pay range listed for this position is the base hourly wage range the organization reasonably and in good faith…