Practice Representative - BIDMC Primary Care Service

What You’ll Do

Patient Experience & Communication

• Serve as a primary point of contact for patients, visitors, and staff—both in person and by phone
• Provide accurate information, directions, and guidance with a courteous, helpful approach
• Follow up promptly to ensure all needs are met

Information Management & Coordination

• Gather complete and accurate information from patients and callers
• Prioritize and route communications to providers efficiently
• Prepare schedules, medical records, and documentation in line with quality standards
• Maintain strict patient confidentiality across all communication channels

Registration & Insurance Processing

• Complete patient check-in, registration, and demographic/financial verification
• Confirm insurance requirements, including prior authorizations, referrals, and pre-certifications
• Collect required co-payments according to established standards
• Direct patients to the appropriate next step in their care journey

Clinic Flow & Front Desk Operations

• Monitor patient and visitor flow within the practice
• Proactively address scheduling or flow challenges (e.g., early/late arrivals, provider delays)
• Act as a liaison between patients and clinical staff to ensure efficient service delivery

Scheduling & Checkout

• Process patient checkout and schedule follow-up appointments
• Coordinate diagnostic tests and lab services while accommodating patient and provider needs
• Provide educational materials as appropriate
• Enter visit billing tickets accurately

What You Bring

Required Qualifications

• High School Diploma or GED
• 0–1 year of related experience
• Basic computer skills, including navigating web-based systems

Preferred Qualifications

• Associate’s degree
• 1 year of experience in healthcare, customer service, or hospitality

Key Skills for Success

• Customer Service Excellence: Deliver professional, respectful, and service-focused interactions using active listening and problem-solving
• Communication:
  • Read and write in English to follow instructions and communicate effectively
  • Understand and speak English to respond to routine questions from patients and staff
• Teamwork: Collaborate respectfully with colleagues and contribute to a positive work environment
• Foundational Knowledge: Apply basic concepts and procedures effectively in routine situations
• Composure: Stay calm and effective in fast-paced or stressful situations

Work Environment

• Physical Requirements:
  • Sedentary role (primarily seated)
  • Occasional standing, walking, and light lifting (up to 10 lbs)

Why This Role Matters

You play a critical role in shaping each patient’s experience—from their first interaction through follow-up care. Your attention to detail, empathy, and ability to keep operations flowing make a meaningful difference every day.