When you join the growing BILH team, you're not just taking a job, you’re making a difference in people’s lives.

Job Type:

Regular

Scheduled Hours:

40

Work Shift:

Day (United States of America)Under the supervision of a Manager, Patient Access Services, the Senior Patient Access Services Representative assures the operational excellence of a team of colleagues by supporting their adherance to all Lahey Hospital and Medical Center policies and procedures, and their achievement of the department’s measured performance standards. The Senior Patient Access Services Representative contributes to the continuous improvement of the team’s overall performance. Key responsibilities include:
1. Efficient and effective performance of colleagues on a day to day basis (work schedules, department performance metrics, and adherence to LHMC policies).
2. Continuous improvement of the overall performance of the team by proactively identifying problems and proposing solutions for the Manager’s review.
3. Serves as a role model for customer service and colleague engagement at all times.

Job Description:

Assists the Manager in the development of staff schedules. Identifies gaps in coverage created by planned or unscheduled absences of colleagues and proposes solutions to manager. Personally provides coverage where/when needed. Assures that all members of the team achieve departmental performance standards. Provides training and orientation to new colleagues. Monitors team members’ performance scorecards. Makes direct observation of their performance during the work day. Proactively identifies colleagues in need of retraining and continuing skill development. Reviews findings with Manager. Provides retraining and continued skill development to team members as directed by Manager. Assures team members’ adherence to all Lahey Hospital and Medical Center policies and procedures, including dress code, attendance, etc. Reports variances to Manager. Takes action as directed by Manager. Works as a positive and constructive change agent. Demonstrates a commitment to the continuous excellence and improvement of the team’s performance. Responds to problems as they occur with a positive, “can-do” attitude. Assists Manager in identifying barriers to the highest level of performance by the team in order to avoid problems from occurring in the first place. Always offers constructive suggestions. Thinks creatively. Strives to either improve existing work flows or to find new ways of doing tasks that enable the greatest productivity and accuracy of work product, and the highest quality of customer service. Assist the Manager with special projects as needed. Contributes to team members’ annual performance appraisals and competency assessments with measurable data and/or specific examples of performance.

Education:

High School diploma.

Licensure, Certification & Registration:

none

Experience:

Three years experience in a Patient Access Services and/or a Revenue Cycle organization..

Skills, Knowledge & Abilities:

Comprehensive knowledge and understanding of key components of effective patient access services, including call center operations, scheduling system use and reporting, revenue cycle operations, Press Ganey metrics, and/or customer service etiquette. Must have demonstrated and measurable history of achievement in these areas. Must have strong verbal, written and problem-solving skills.

FLSA Status:

Non-Exempt

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) and COVID-19 as a condition of employment. Learn more about this requirement.

More than 35,000 people working together. Nurses, doctors, technicians, therapists, researchers, teachers and more, making a difference in patients' lives. Your skill and compassion can make us even stronger.

Equal Opportunity Employer/Veterans/Disabled