Job Description
Boston, MA • Beth Israel Deaconess Medical Center • Full-time • Day When you join the growing BILH team, you're not just taking a job, you’re making a difference in people’s lives. The Patient Access Representative at Beth Israel Deaconess Medical Center (BIDMC) is the frontline connection to patient care. In a fast-paced call center environment, you will manage high call volumes, direct patients to appropriate services, and deliver a smooth, efficient scheduling experience. Job Description: What You’ll Do Deliver Exceptional Patient Access Answer and manage a high volume of calls professionally and efficiently Follow call scripts and triage guidelines to assess patient needs Ask the right questions and use sound judgment to determine appointment type, provider, and urgency Schedule and Coordinate Care Use centralized scheduling systems to book appointments Verify and update patient demographic information Transfer patients to registration when needed Obtain and document required referrals and payer details (including workers’ compensation and auto liability) Prepare Patients for Visits Provide clear instructions for upcoming appointments Communicate required documents, prior records, and diagnostic preparation protocols Optimize Scheduling Operations Coordinate multiple data points to ensure efficient scheduling Maximize use of staff, space, and equipment while balancing patient and provider needs Identify and escalate scheduling issues to management for resolution Support Communication and Follow-Up Accurately record and route messages to providers and staff Triage urgent requests appropriately Respond to inquiries within scope of knowledge and authority Manage provider email requests promptly and professionally What You Bring Required Qualifications High School Diploma or GED (Associate’s degree preferred) 1–3 years of related experience Experience with computer systems and web-based applications Working knowledge of Microsoft Office (Outlook, Word, Excel, PowerPoint, or Access) Preferred Qualifications Call center and/or telephone customer service experience Typing speed of 40+ WPM Knowledge of medical terminology Bilingual written and verbal communication skills Key Skills & Competencies Decision Making Makes informed decisions using guidelines and judgment Problem Solving Analyzes varied situations and resolves moderately complex issues Independence & Organization Prioritizes tasks and works independently within established procedures Seeks guidance when needed Communication Clear, effective written and verbal communication in English Knowledge & Application Applies standard practices, procedures, and policies across varied situations Teamwork Collaborates effectively, contributes ideas, and supports team success Customer Service Excellence Delivers a professional, respectful experience Demonstrates active listening and problem-solving Remains calm under pressure Work Environment Physical Requirements Sedentary role Occasional lifting or movement of up to 10 pounds Primarily seated, with occasional standing and walking Pay Range: $20.50 – $25.50 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 empl