Beth Israel Lahey Health

Executive Assistant

• Serve as a frontline representative of BILH Primary Care
• Provide customer service to patients and staff
• Handle phone interactions
• Perform patient registration
• Schedule appointments
• Collect co-payments and handle billing
• Make appointment confirmation calls
• Help ensure patients receive the right care at the right time

Medical Secretary

Patient Access Representative

• Register patients presenting for visits and explain the registration process
• Process patient payments, safeguard funds, reconcile the cash drawer, and assist with kiosk check-in
• Complete Medicare Secondary Payer Questionnaires and adjust coverage
• Obtain signatures and process consent, financial, and clinical documents
• Counsel patients regarding non-covered services, ABNs, consents, and waivers
• Monitor the patient waiting area and support an efficient registration flow
• Respond to patient concerns and potential safety issues
• Maintain an orderly registration area and secure confidential information
• Schedule, reschedule, and cancel appointments using calls, digital messages, orders, work queues, questionnaires, and searches
• Apply clinical department scheduling protocols and escalate issues when necessary
• Capture and verify scheduling and registration information, including physician, insurance, demographic, and contact details
• Communicate appointment and patient-care issues to Patient Access management
• Follow confidentiality and equipment-security guidelines when working remotely and maintain productivity, quality, and accuracy
• Register patients for pre-registration, assign guarantors, verify insurance eligibility, apply coverage, and communicate financial clearance status
• Advise patients regarding contract status, self-pay status, payment responsibility, and financial counseling

Patient Access Representative, Scheduling

Assistant

• Report to the Practice Manager or Ambulatory Practice Coordinator, with input from assigned physicians, nurses, or other healthcare providers
• Greet patients and visitors courteously while maintaining service, respect, and privacy
• Serve as a central communication source in patient care delivery
• Provide accurate information, directions, and guidance and follow up on patient and visitor needs
• Perform check-in, registration, scheduling, demographic and fiscal data verification using a computer system
• Collect co-payments according to processing standards
• Schedule, reschedule, and cancel appointments while accommodating patient and provider needs
• Obtain and enter referrals
• Monitor and support patients and visitors entering and leaving the practice
• Facilitate timely patient flow and proactively resolve flow issues
• Liaise between patients, practice staff, and other areas to support optimal flow and service delivery
• Perform practice-specific duties including checkout, follow-up appointment scheduling, providing educational materials, visit ticket entry, and medical records preparation
• Facilitate billing functions and research and follow through on information requests
• Act as group leader in the Manager's absence
• Serve as a department resource for information and training
• Facilitate problem solving and provide appropriate direction
• Participate in small projects under the direction of the Manager or designee

Practice Assistant II, Pulmonary Medicine

Administrative Assistant

• Provide administrative support to physicians in clinical practice, academic, and research roles
• Answer and screen telephone calls, take messages, and direct calls
• Greet and direct patients, families, visitors, and staff
• Update patient demographic and insurance information and obtain specialist referrals
• Schedule patient appointments and coordinate ancillary appointments and procedures
• Obtain patient information and materials from referral sources
• Prepare and maintain patient records for physicians
• Liaise with other departments and external customers
• Handle confidential information and explain policies and procedures
• Collect patient co-payments and coordinate billing tickets
• Reconcile collections at the end of the business day
• Maintain physicians' clinical and administrative schedules and calendars
• Type correspondence and manuscripts, transcribe letters and patient notes, and facilitate clinical computer systems
• Prepare and distribute routine reports
• Notify, confirm, and remind patients of scheduled appointments
• Obtain authorization for radiologic exams
• Sort, copy, file, and distribute correspondence and mail
• Participate in special projects and process improvement initiatives

Administrative Assistant II, Acute Care Surgery

Physician Assistant

• Report to the Clinic Manager
• Perform administrative tasks associated with insurance verification and obtaining insurance authorizations for pre-registration and scheduling
• Float and cover as needed in the clinical setting to meet patient care needs
• Collect and verify demographic and insurance information
• Identify payers, ensure coordination of benefits, and arrange financial counseling when needed
• Verify patient eligibility and benefits; coordinate referrals and authorizations
• Pre-register patients and may schedule appointments
• Act as liaison between the hospital, patients, physician offices, and payers
• Document patient accounts accurately
• Submit billing information and documentation; follow up on denials
• Collaborate with departments to ensure smooth workflow
• Communicate courteously with patients, family members, representatives, providers, and coworkers
• Obtain updated insurance guidelines to meet billing requirements
• Attend offsite training as indicated
• Perform data entry, audits, and generate reports
• Cover for other staff as needed
• Perform other duties as assigned

Medical Assistant II

Operations

• Support overall operations of the Quincy Care Center’s Advanced Urgent Care and Medical/Surgical Specialties Clinic
• Provide day-to-day oversight, management, and program development for Urgent Care and Medical Specialties Departments
• Oversee building operations, resource utilization, system integration, quality, and efficiency
• Implement organizationally approved business plans and track expected outcomes
• Participate in interviewing, hiring, onboarding, and maintaining employee records
• Supervise program and non-clinical staff and establish work schedules
• Develop daily operational workflows and processes to optimize patient outcomes, provider preferences, visit volume, and interdepartmental structure
• Lead project management and program/operational development to meet budget targets
• Oversee front desk reception, patient check-in, appointment scheduling, referral management, co-pay collection, billing, and revenue cycle activities
• Assist with onboarding and marketing new providers
• Address performance and behavior issues and support employee performance improvement activities
• Foster communication among staff, patients, the public, and network affiliates
• Coordinate multidisciplinary team meetings, including agendas and minutes
• Travel periodically for outreach, marketing, and off-site affiliate clinics
• Integrate programs with hospital departments including Radiology, Laboratory, Inpatient Nursing, Surgical Services, Rehab, Patient Accounts, Information Technology, and Medical Records
• Collaborate with directors and medical leaders on physician alignment, workflow improvements, marketing, and strategic outreach
• Maintain regulatory compliance and implement new regulations and requirements
• Participate in hospital-wide committees
• Develop and achieve program budgets and monitor Urgent Care volume, referral sources, and dashboard metrics
• Collaborate with Public Relations to promote initiatives sustaining Quincy Care Center volume projections

Practice Operations Manager

• Provide high-quality, direct patient care in a team-based primary care model
• Develop empathetic long-term relationships with patients, families, and colleagues
• Facilitate timely patient visit flow and communicate delays
• Engage patients regarding visit reasons and update medication and allergy lists
• Review screening questions, including PHQ-9
• Act as liaison between patients and practice staff
• Provide hand-offs to providers entering exam rooms, including visit reasons, abnormal vitals, and patient information
• Obtain vital signs, height, and weight measurements
• Perform EKGs, point-of-care testing, and phlebotomy
• Administer immunizations when certified and assist with routine procedures
• Conduct patient outreach and basic health coaching for health maintenance and chronic disease management
• Monitor practice activity and gather related data
• Maintain, order, clean, sterilize, and stock medical equipment and supplies
• Use the EHR to queue prescription renewals, add medications for provider review, enter or scribe orders, and document visit tasks for billing
• Schedule diagnostic and laboratory tests
• Verify insurance, prior authorizations, referrals, and pre-certifications
• Identify OSHA compliance issues and support patient safety
• Report adverse patient events and near misses
• Protect Patient Health Information for treatment, payment, and operations
• Report to the Practice Manager

Medical Assistant

Director

• Oversee General Dermatology, Dermatologic Surgery, and Phototherapy Services across three outpatient locations
• Lead clinical, operational, and financial performance
• Foster excellence in patient care, quality, and safety
• Develop staffing plans, recruitment strategies, and workforce engagement
• Mentor and support nursing leaders and clinical teams
• Drive innovation, change management, and operational improvement
• Manage departmental budgets and resource allocation
• Collaborate with physicians and multidisciplinary leaders to achieve strategic goals
• Lead and develop high-performing teams

Nursing Director – General and Surgical Dermatology

Physician

• Coordinate and facilitate quality clinical management of a broad outpatient population
• Collaborate with providers on preventive care, chronic disease management, and care coordination
• Provide healthcare education and support patient self-management goals
• Coordinate care with community-based providers
• Follow up on emergency department visits and inpatient discharges
• Assist providers with exams, treatments, and procedures
• Provide telephonic triage, assessment, education, and healthcare-resource coordination
• Conduct Annual Wellness Visits and Chronic Care Management for patients
• Manage INR and provide Coumadin teaching using standardized protocols
• Administer vaccines and medications according to provider orders and medication-administration policies
• Perform nursing activities including wound care and point-of-care testing
• Document patient care in the Electronic Health Record
• Schedule tests and specialty-care referrals
• Monitor and follow up on abnormal test and imaging results
• Manage clinical-supply and equipment inventory and ordering
• Collect, store, and process biologic specimens safely and accurately
• Provide oversight, delegation, and support to unlicensed staff
• Provide ongoing education and training to practice staff
• Maintain clinical knowledge, skills, and compliance with mandatory annual training
• Protect patient health information and promote patient-safety practices
• Promptly report adverse patient events and near misses to Risk Management

Team Nurse – Family Medicine

Clinical Assistant

• Perform administrative and clinical functions supporting smooth and efficient practice operations
• Greet, check in, schedule, and assist patients medically
• Perform vital signs, height and weight measurements, EKGs, phlebotomy, routine procedure assistance, and point-of-care testing
• Keep patient care areas clean, organized, stocked, sterilized, and ready for use
• Escort patients to radiology, laboratory, and other ancillary service areas
• Monitor, order, and maintain medical equipment and supplies
• Review medication lists and retrieve permitted medications under licensed-provider supervision
• Collect specimens and implement quality-control standards for testing equipment
• Use OMR electronic medical records to queue prescription renewals, enter or scribe clinician-directed orders, and document completed tasks for billing
• Schedule diagnostic and laboratory tests; verify insurance, prior authorizations, referrals, and pre-certifications
• Prepare schedules, patient charts, medical correspondence, and other clinical documents
• Perform computer-based check-in, registration, demographic and fiscal verification, copayment collection, and questionnaire distribution
• Record appointment cancellations and no-shows
• Monitor patients and visitors, facilitate timely patient flow, communicate delays, and liaise between patients and practice staff
• Answer and screen telephone calls as needed
• Report to the Practice Manager or RN, with input from physicians, nurses, and other healthcare providers

Clinical Practice Assistant

Call Center Representative

• Answer, screen and process a high volume of incoming calls professionally
• Use phone scripts and guidelines to triage calls
• Determine appointment type, appropriate provider and urgency using appropriate questions and independent judgment
• Use centralized scheduling systems and software applications to schedule appointments
• Verify and update patient demographic information and transfer patients to registration as needed
• Obtain referrals for scheduled visits and document them in the system
• Document payer information, including workers' compensation and auto liability
• Inform patients about visit preparation, required documents, films, notes, diagnostic-test preparation and protocols
• Coordinate data sets and availability of professional services for efficient, cost-effective scheduling of visits, tests and procedures
• Address scheduling problems and concerns with the manager
• Record and forward accurate messages to providers and staff
• Triage urgent calls to appropriate staff
• Respond to information and assistance requests within scope of knowledge and authority
• Resolve and respond efficiently and professionally to provider email requests

Patient Service Representative – GI Call Center

Nurse Practitioner

• Provide direct patient care for physical diagnosis and therapeutic management independently, using physician consultation when appropriate
• Assess, plan, implement, and evaluate care plans for a panel of patients
• Elicit patient histories, perform physical examinations, order screening and diagnostic tests, conduct risk assessments, and establish diagnoses
• Develop and implement plans of care, including treatments and medications within defined practice guidelines
• Deliver patient-centered, cost-effective care
• Participate in developing and evaluating practice guidelines
• Monitor responses to therapy and revise care plans as indicated
• Educate and counsel patients, encourage self-care, and provide individualized orientation to APG/BIDCO
• Consult with physicians and healthcare team members and make appropriate referrals
• Identify patient and staff learning needs and collaborate on educational priorities
• Participate in interdisciplinary education programs and provide clinical precepting for students
• Provide leadership supporting APG and BIDHC practice policies and goals

Nurse Practitioner, Sandwich Primary Care

• Register patients presenting for visits and explain the registration process
• Process patient co-payments, co-insurance, deductibles, and balances due
• Safeguard cash, checks, and receipts and reconcile the cash drawer
• Assist patients with kiosk check-in
• Complete Medicare Secondary Payer Questionnaires and adjust patient coverage
• Obtain signatures on consent, financial, and other required forms
• Scan, process, and record registration documents
• Counsel patients regarding non-covered services, ABNs, consents, and waivers
• Monitor the patient waiting area and manage registration flow
• Respond to patient concerns and potential safety issues
• Maintain an orderly registration desk and secure confidential information
• Initiate, schedule, reschedule, and cancel patient appointments
• Apply clinical department scheduling protocols and escalate issues when needed
• Capture and verify patient scheduling and registration information
• Communicate Patient Access management issues affecting appointments and care
• Follow confidentiality and equipment-security guidelines when working remotely
• Pre-register patients and verify identity, contact, insurance, and reimbursement information
• Create and assign patient guarantors
• Verify insurance coverage using real-time eligibility and apply coverage to visits
• Communicate financial clearance, contract, self-pay, and payment responsibility information
• Schedule patients with Financial Counseling as needed

Nurse

• Perform RN duties in an outpatient primary care/family medicine practice
• Serve as a clinical resource for the medical practice and provide direct, team-based patient care
• Coordinate quality clinical management across the continuum of care
• Collaborate with providers on preventive care, chronic disease management, and care coordination
• Provide healthcare education and support patient self-management goals
• Coordinate with community providers and follow up on emergency department visits and inpatient discharges
• Assist providers with examinations, treatments, and procedures
• Provide telephonic triage, assessment, education, and healthcare-resource coordination
• Conduct Annual Wellness Visits and Chronic Care Management for patients
• Manage INR and provide Coumadin teaching using standardized protocols
• Administer vaccines and medications through prescribed routes and educate patients about medications
• Perform wound care, point-of-care testing, and other nursing activities
• Document patient care in the Electronic Health Record
• Schedule tests and specialty-care referrals
• Monitor and follow up on abnormal test and imaging results
• Oversee clinical supply and equipment inventory and ordering
• Ensure safe collection, storage, and processing of biologic specimens
• Provide oversight and delegation to MAs, Certified Nursing Assistants, and nursing students
• Educate and train practice staff and maintain clinical knowledge and mandatory training compliance
• Protect patient health information and follow patient-safety and adverse-event reporting practices
• Report directly to the Practice Manager and Senior Director of Nursing

Team Nurse

• Register patients presenting for visits and explain the registration process
• Process co-payments, co-insurance, deductibles, balances, cash, checks, and receipts
• Complete Medicare Secondary Payer Questionnaires and adjust patient coverage
• Obtain signatures on consent, financial, and other required forms; scan and process documents
• Counsel patients regarding non-covered services, ABNs, consents, and waivers
• Monitor patient waiting areas and ensure smooth registration flow
• Respond to patient concerns and potential patient safety issues
• Maintain an orderly registration desk and secure confidential patient information
• Schedule, reschedule, and cancel patient appointments using calls, digital messages, orders, work queues, questionnaires, and searches
• Apply clinical department scheduling protocols and escalate issues when needed
• Capture and verify scheduling and registration information, including physician, insurance, demographic, and contact details
• Communicate appointment and patient-care issues to Patient Access management
• Follow confidentiality and equipment-security guidelines when working remotely; maintain productivity, quality, and accuracy
• Register and verify patients for proper reimbursement on initial claim submission
• Create and assign guarantors and apply appropriate insurance to patient visits
• Verify insurance coverage using real-time eligibility and act on insurer responses
• Communicate financial clearance, contract status, self-pay status, and payment responsibility; schedule Financial Counseling as needed