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Beth Israel Lahey Health RESOURCE SPECIALIST II in Plymouth, 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:

Day (United States of America)

40hpw, Day Shift, Monday- Friday

Job Description:


  • Works closely and collaboratively with program supervisors to ensure excellent customer service and quality patient/family interaction

  • Function as an active member at team and other program meetings

  • Receives and triages phone calls for Cranberry Hospice and Fragile Footprints Pediatric Palliative Care as assigned

  • Provides support to patients and families calling with medical emergencies (including patient deaths) until an appropriate Team Member is available

  • Assesses the need of the caller and takes all necessary steps to resolve caller need and anticipates consequences/secondary actions initiated by the call

  • Remains aware of clinician schedules and availability and is able to contact the appropriate staff in order to quickly respond to patient/family/facility need. Schedules HHA visits in the absence of the HHA supervisor.

  • Receive and support family and members of the community who come into the office

  • Provides support to clinicians in the field by providing information, communicating with ancillary providers, etc.

  • Process admission and death paperwork from clinicians to ensure regulatory compliance

  • Enters patient data into PTCT Business Manager, maintains status and reports for "non-admits," checks and responds to system scheduling advisories and updates

  • Enters clinician/patient visits schedules into the PTCT Business Manager/Scheduling Module.

  • Tracks medication delivery from Hospice Pharmacia data base.

  • Maintain accurate re-certification reports for weekly IDG meetings to ensure information is available for accurate billing/revenue

  • Support Medical Records, initiate/fax physician orders for signatures as needed

  • Maintain provider base, ensure MD's and providers are not excluded from Medicare participation

  • Assists with preparation, confirmation of accuracy and tracking of vendor billing prior to submission to AP.

  • Identifies, analyzes, and resolves problems to foster significant improvement in the program workflow

  • Participates in interdisciplinary continuous quality improvement activities on an ongoing basis

  • Demonstrates a commitment to the program goal of improving the quality of care provided to patients

It is understood that this is a summary of key job functions and does not include every detail of the job that may reasonably be required.

Education/Experience Required:

  • Excellent interpersonal and communication skills, including phone etiquette and written communication skills

  • Experience working with patients/families who are in crisis

  • Strong understanding of medical terminology

  • Must be able to work independently and as part of a comprehensive team

  • Excellent computer skills; Microsoft Office Suite

  • Strong organizational skills

  • Detail oriented

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