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Welcome to Lahey Hospital & Medical Center, part of Beth Israel
Lahey Health. Lahey Hospital & Medical Center is a world-renowned
tertiary medical center known for its innovative technology,
pioneering medical treatment and leading-edge research. A teaching
hospital of Tufts University School of Medicine, the hospital
provides quality health care in virtually every specialty and
subspecialty, from primary care to cancer diagnosis and treatment
to kidney and liver transplantation. It is a national leader in a
number of health care areas, including stroke, weight management
and lung screenings, among many others. Lahey also helps to advance
medicine through research and the education of tomorrow's health
About the Job
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
adherence 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:
Efficient and effective performance of colleagues on a day to
day basis (work schedules, department performance metrics, and
adherence to LHMC policies).
Continuous improvement of the overall performance of the team by
proactively identifying problems and proposing solutions for the
- Serves as a role model for customer service and colleague
engagement at all times
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 the 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 the 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. Think 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.
High School diploma.
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 a measurable history of achievement in these
areas. Must have strong verbal, written and problem-solving
Beth Israel Lahey Health is dedicated to improving health and
wellness and making a difference in the lives of our patients,
their families and all members of the communities we serve. Formed
in March 2019, Beth Israel Lahey Health is a patient-centered,
integrated care delivery system providing a continuum of services
spanning academic, tertiary and community hospitals, dedicated
orthopedic and psychiatric hospitals, primary and specialty care,
community acute care, ambulatory care, behavioral services and home
health. Beth Israel Lahey Health Performance Network is a unified
joint contracting and population health management organization,
jointly governed by participating physicians and hospitals.