Reception Desk Representative, Radiology (Per diem)

The Reception Desk Representative will support the Radiology Department at Beth Israel Deaconess Medical Center in Boston, MA. This is a per diem job opportunity. 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 customer 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.

Responsibilities

Answers, screens, and processes incoming calls in a professional manner; Directs patient access to the department by greeting, scheduling, checking in, and canceling patient appointments for multiple providers; Utilizes and adheres to department and hospital guidelines and accurately updates patient 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; Uses independent knowledge 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 other healthcare providers; Takes appropriate actions to diffuse challenging situations and seeks assistance from supervisor when confronted with unpredictable patient situations and/or behaviors

Requirements

High School diploma or GED required; 1-3 years related work experience required in a customer service role; 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 part of the team; Basic familiarity with computers and ability to navigate at a basic level within web-based applications; Sedentary work: exerting up to 10 pounds of force occasionally; sitting most of the time, with walking and standing required only occasionally; Flu vaccination required as a condition of employment

Nice to have

Associate's degree preferred; Prior experience working in customer service related roles