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Beth Israel Lahey Health Patient Information Specialist - Emergency (Full Time) in Boston, Massachusetts

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:


Scheduled Hours:


Work Shift:

Rotating (United States of America)

The Patient Information Specialist will be supporting our Emergency Department.

Our Emergency Department (ED) is a level I trauma center serving the Boston metropolitan area. Each year nearly 55,000 patients are treated in the Emergency Department. Our state-of-the-art facility is designed to meet the needs of a high-volume, acutely injured or ill patient population.

This position is 32 hours/week, for evening (3:00pm - 11:30pm) and night (11:00pm-7:30am) shifts, with rotating weekends and holidays.

Job Description:

Job Summary: Provides excellent service and coordination to patients, visitors, physicians and other medical center personnel in two functions: patient information and registration and will rotate to either role as needed. Responsible for the quality and integrity of patient demographic data, health insurance information, and completion of general agreement forms. Interacts with diverse populations including the public, patients and their families, medical staff practitioners and medical center personnel and must handle difficult patient situations in an often fast-paced, stressful environment.

Essential Responsibilities:

  • Organizes clinical medical charts for ED (emergency department) patients and prepares charts for any necessary transport via ambulance. Assists in managing patient medical records by communicating with the Medical Records Department to ensure that patients have only a single, accurate medical record on file. Requests patient chart merges when necessary/completing appropriate merge documentation.

  • Triages phone calls coming into the ED from outside providers, patient family members, and BIDMC clinicians from other parts of the Medical Center. Communicates medical information between ED clinical staff, and operates electronic and public paging systems. Receives patient critical call back results from the lab which are logged and reported to ED clinical staff for follow-up care.

  • Collects and verifies information utilizing various systems for patients entering the ED. Ensures the patient registration and billing process is complete and accurate. Work requires close attention to detail to ensure accuracy in capturing and documenting patient/ health insurance information.

  • Ensures that every patient signs a general consent statement and a Health Insurance Portability and Accountability Act (HIPAA) statement as he or she is able and willing, and can distribute information about both the consent and HIPAA regulations to any and all patients and patient family members.

  • Scans patient EMS Run Sheets into patient account in OMR (Out-Patient Medical Record). Creates EU (Emergency Unit Registration) Critical Packets- utilized to register a patient that is not identified in the ED. Creates Code Stroke Packets and SAH (subarachnoid hemorrhage)' ICH ( intraparenchymal hemorrhage) Stroke Transfer Packets.

Required Qualifications:

  • High School diploma or GED required. Associate's degree preferred.

  • 1-3 years related work experience required.

  • Experience with computer systems required, including web based applications and some Microsoft Office applications which may include Outlook, Word, Excel, PowerPoint or Access.

Preferred Qualifications:

  • Third party coverage, patient registration and billing experience.

  • Excellent Customer Service.


  • Decision Making: Ability to make decisions that are guided by general instructions and practices requiring some interpretation. May make recommendations for solving problems of moderate complexity and importance.

  • Problem Solving: Ability to address problems that are varied, requiring analysis or interpretation of the situation using direct observation, knowledge and skills based on general precedents.

  • Independence of Action: Ability to follow general instructions and procedures as provided. Work is monitored by supervisor/manager.

  • Written Communications: Ability to communicate clearly and effectively in written English with internal and external customers.

  • Oral Communications: Ability to comprehend and converse in English to communicate effectively with medical center staff, patients, families and external customers.

  • Knowledge: Ability to demonstrate full working knowledge of standard concepts, practices, procedures and policies with the ability to use them in varied situations.

  • Team Work: Ability to work collaboratively in small teams to improve the operations of immediate work group by offering ideas, identifying issues, and respecting team members.

  • Customer Service: Ability to provide a high level of customer service to patients, visitors, staff and external customers in a professional, service-oriented, respectful manner using skills in active listening and problem solving. Ability to remain calm in stressful situations.

Physical Nature of the Job:

Medium work: Exerting up to 50 pounds of force occasionally and or up to 20 pounds of force frequently. Job is physical in nature and employee needs to stand and/or move around through the majority of their shift.

FLSA Status:


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