Job Type: Regular

Time Type: Full time

Work Shift: Day (United States of America)

FLSA Status: Non-Exempt

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

Based in Charlestown, MA, this position has a hybrid or remote work arrangement available.
Supports the care of our patients in new and innovative ways to increase patient engagement and assist patients in achieving their health care goals. Based on the current practice workflows and strategies, will develop practice improvement initiatives upon completion of one year assignment.

Job Description:

Job Description

· Performs direct outreach to patients to initiate patient engagement and enrollment with the clinic and perform introduction of the clinic, schedule initial appointment with clinician, and if necessary, follow-up assistance.

· Proactively contact patients to resolve and follow-up on potential barriers for appointment or program completion including reviewing patient completion of previous encounter “after visit summary” instructions to ensure completion prior to subsequent visit(s). Maintains and reviews KPI dashboards with Medical Director on a recurring basis

· Partners with third party vendor on logistics to ensure patients have the correct devices and access to platform software and to optimize patient and clinician workflow

· Leverages Motivational Interviewing technics or similar tools to engage patients and provides emotional support to patients throughout the care journey

· Documents patient communication in the Electronic Medical Record (EMR) using encounter notes, in basket messages and MyChart

· Verifies and updates patient insurance information when scheduling visits

· Provides general clerical support, this may include: filing, making appointments, photocopying, faxing, preparing and sending mail, making reminder phone calls, and maintaining contacts database

· Answers incoming calls to the clinic and escalates any patient issues to the appropriate team member

· Contributes to the workflow and process improvements and the development of new ideas that impact the program

Skills/ Attributes

Education: High School Degree or GED. College level study a plus.

Experience: No prior experience necessary. Prior customer service experience or patient care experience a plus.

Skills, Knowledge and Abilities: Strong communication and interpersonal skills required. Ability to work in both a team environment and independently. Ability to think creatively and recommend solutions to problems.

Experience working and building relationships with patients and care team members in a healthcare or community-based setting (preferred)

· Previous customer services experience (preferred)

· Completed motivational interview (MI) training (preferred)

· Ability to work in a multicultural diverse environment as a member of a health care team

· Strong communication (oral and written), interpersonal, organizational, and record keeping skills

· Ability to handle multiple tasks and responsibilities at the same time effectively

· Ability to work independently and as part of a team

· Ability to maintain confidentiality and sensitivity to cultural differences

· Ability to understand basic medical terminology

· Ability to be flexible and easily adapt to change

· Familiar with Microsoft Office applications including Outlook, Teams, SharePoint, Excel, etc.

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