Customer Service - Baystate Health

Req#: R31332
Category(s): Administrative Support, Customer Service
Full Time / Part Time: Per Diem
Shift: First


Schedule: Per Diem

Location: BMC Main Campus

Under the direction of the Patient Relations & Guest Services Manager, receives and assesses requests from all significant customer constituencies: patients, providers, service areas, and payors. Analyzes customer requests and coordinates accurate and thorough information exchange. Provides accurate documentation following all established protocols. Collaborates with service area and acts as a liaison between Baystate Health and our external customers to satisfy customer requests.  Performs responsibilities within established customer service standards

Job Responsibilities: 

1)  Processes all assigned admissions and related transactions within established monthly QA thresholds for Bed Management Dashboard, SMS, On-Line Survey, and E-mail boxes as assigned (CIS Physician Order Box, PCP Changes Box, Patient Status Corrections Box, On-Line Survey box)

2)  Collects demographic, insurance, and clinical information necessary to appropriately place the patient

3)  Processes all calls in a service-excellence-oriented manner. Adheres to call guides and flows. Communicates in a professional, respectful, and appropriate manner to all patients and/or family members as well as hospital staff.

4) Maintains call levels/call guides based on data from monthly telephone QA. Signs in and out of correct lines assigned.

5) Recognizes and communicates problems to the right person/system.
Offers constructive ideas/suggestions for solving problems.

6)  Attends required in-service/meetings. Maintains resource materials. Applies acquired skills. Adheres to policies and procedures. Accepts, and encourages assessment and feedback from peers and supervisor

7) Complete all Circle of Life responsibilities:

Receives, documents Circle of Life information

Assist in preparation of Death Certificate as needed 

Arranges and assist in telephone post-mortem authorization as needed

Verifies status, notifies Funeral Home or Medical Examiner, and completes documentation for release of expired patients to Funeral Home or Medical Examine

8) Complete admission functions for Wesson Women's Hospital.

9) Information resource to the facility.

Required Work Experience: 

1) Minimum of 90 days experience as an ASR I

2)  Successfully completed departmental orientation, and signed off by mentor in assigned product line

3)  Completes assigned activities independently 90% of the time

Preferred Work Experience: 

1) None Listed

Skills and Competencies: 

1) Certified Medical Terminology obtained within one year of hire.

2) Keyboard skills and ability to type 25 wpm

3) Speak, read, and write English clearly and concisely using correct  grammar and vocabulary


Certified Medical Terminology (preferred upon hire; obtain within one year of hire as a competency)

You Belong At Baystate

At Baystate Health we know that treating one another with dignity and equity is what elevates respect for our patients and staff. It makes us not just an organization, but also a community where you belong. It is how we advance the care and enhance the lives of all people.



GED or HiSET (Required)


Certified Medical Terminology – Other

Equal Employment Opportunity Employer

Baystate Health is an Equal Opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, marital status, national origin, ancestry, age, genetic information, disability, or protected veteran status.

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