Customer Service - Baystate Health

Req#: R26893
Category(s): Administrative Support, Customer Service
Full Time / Part Time: Per Diem
Shift: First


In collaboration with multiple departments, performs the administrative tasks necessary to support exceptional patient-centered care, such as reception, managing phone calls, facilitating image release, communicating imaging reports, validating physician orders, and daily roster preparation. Adheres to BHS operating principles, system and department compliance policies, and applicable laws and regulations. May be required to perform other related tasks or duties as requested or assigned. 

Job Responsibilities: 

1) Managing the Patient Experience:
Greets patients promptly in a warm, friendly manner demonstrating an appropriate amount of interest or concern. 
Smile, make eye contact, and use welcoming language (hello, welcome, how can I help you today).  To maintain patient confidentiality use the system to verify the reason for the visit.  Gather and/or verify patient demographics.  Confirm that we have referrals or pre-authorizations if necessary.  Give the patient a provider update (on time or running late, etc.). 
Maintain waiting area, check reading materials, play areas, etc.  Direct patient and family members to restrooms and other amenities.  Check to see if there is any other way you can assist.  Employees at this level are developing their skills and understanding of the needs of the patients and their families or caregivers.``

2) Communication:
Develops and maintains working relationships with coworkers, providers, other agencies, and ancillaries.  Receives and provides information as necessary while complying with policies and regulations (e.g., HIPAA).  Addresses the public in a cheerful customer service-focused manner.  Demonstrates awareness of cultural differences and adjusts to accommodate differences.  Develop competency in managing difficult conversations.

3) Patient Identification:
Identifies a patient using two identifiers (i.e., name and date of birth). Where required, will place an ID band on the patient following verification of the patient's identity. They will monitor patients' stay in our waiting area to maintain open communication about delays and exam status.     

4) Confidentiality and Privacy:
Maintains confidentiality of patient records using extreme care to discuss matters only with appropriate personnel to meet HIPAA Guidelines. Effectively operates hospital information system, ensuring patient and hospital confidentiality per established policies.    

5) Telephone:

Answers telephones in a prompt, courteous manner. Attempts to resolve inquires without transferring calls, if necessary, routes phone calls to appropriate personnel or department.

6) General Duties:
Performs general clerical duties, which include order entry, system downtime recovery, preparation of exam-related materials and records, and making reminder calls to patients. Observes any discrepancies within patients' records and either correct them or bring them to the attention of proper personnel. Identifies and communicates all unfinished work, assuring continuity. 

7) Mail Processing/Faxes/Rosters/Images:
Demonstrates the ability to operate all office equipment including fax machines and copiers. Opens, sorts, and distributes all incoming mail and faxes daily according to practice guidelines. Prints orders, CDs, and reports while following the appropriate release and or approval in compliance with practice policy and regulations (e.g., HIPAA). Reviews all orders for validity and maintains daily rosters per department criteria.  

8) Leadership:
Takes responsibility for learning and following procedures and policies. Seeks and communicates process improvement opportunities and workflow optimization.

9) Other Duties-Department Specific:
Responsibilities may be more specialized than as detailed above in larger practices or may include additional duties in some departments. 

Required Work Experience: 

1) Experience or education equivalent to that generally received by obtaining HS graduation.

Preferred Work Experience: 

1) 6 months.

Skills and Competencies: 

1) Medical terminology, keyboard, Microsoft office products, schedule systems, medical records (electronic and paper), billing, basic math, language, reading and writing, and customer service.  

2) If applicable validates interpretation and translation and attends Interpreter in-service meetings as required.

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)


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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