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Baystate Health Patient Service Rep 1 OR in Westfield, Massachusetts


In collaboration with the multi-disciplinary care team performs the administrative tasks necessary to support exceptional patient-centered care; such as, reception, registration, demographic and insurance verification, answer telephone calls and direct to the appropriate individual, strong customer service skills among patients and multidisciplinary team. As a level three works independently under the supervision of the Practice Supervisor or Manager and takes leadership role on projects and may oversee work of others in leaders absence.

Job Responsibilities:

1) Managing the Patient Experience:

Greets patients promptly in warm, friendly manner demonstrating appropriate amount of interest or concern. Smile, make eye contact, use welcoming language (hello, welcome, how can I help you today). To maintain patient confidentiality use the system to verify reason for visit. Gather and/or verify patient demographics. Confirm that we have referrals or pre-authorizations if necessary. Give the patient a provider update (on time or running late, etc.).


Maintain waiting area, check reading materials, play areas, etc. Direct patient and family members to restrooms and other amenities. Check to see if there is any other way you can assist. Employees at this level are comfortable with a wide diversity of patients their families and caregivers and can address concerns and can manage new or unusual situations with tact. Makes recommendations for improving their experience.

2) Communication:

Develops and maintains working relationships with coworkers and providers, other agencies and ancillaries. Receives and provides information as necessary while complying with policies and regulations (e.g. HIPPA). Addresses public in a cheerful customer service focused manner. Demonstrates awareness of cultural differences and adjusts to accommodate differences. Manages difficult conversations. Identifies issues and seeks resolution independently.

3) Telephone:

Answers telephones in prompt courteous manner within practice time frames. Routes phone call to appropriate person and/or creates message in system. Works administrative messages and responds or directs calls as appropriate.

4) Appointments:

Assists in maintaining and updating the Surgical Schedule. Proactively collaborates with the charge staff, admitting and surgical scheduler to manipulate the surgical schedule to minimize inefficiencies. Makes reminder calls to patients. Cancels appointments managing wait lists and no shows.

5) Assists the team by performing administrative tasks as required.

6) Interpreter Services:

If approved, provides interpreter services for nurses, providers and social services staff as needed. Accurately interprets questions, information and instructions for patients and providers much of which includes medical terminology. Explain cultural differences to patients and providers to promote understanding and facilitate quality patient care. Translate brief provider instructions for patient/family into target language. Spot translate written documents as necessary to or from target language. Completes one evaluation translation annually.

7) Other Duties-Practice Specific:

Responsibilities may be more specialized than as detailed above or may include additional duties

Required Work Experience:

1) Experience or education equivalent to that generally received by obtaining HS graduation

Preferred Work Experience:

1) 3 years relevant, 2 years of which at BH

Skills and Competencies:

1) Medical terminology, keyboard, Microsoft office products, schedule systems, medical records (electronic and paper), billing, basic math, language, reading and writing, customer service

2) If applicable validates interpretation and translation and attends Interpreter in-service meetings as required

Hours/Schedule: Full Time 30 hours - First Shift


You Belong At Baystate

At Baystate Health we know that treating one another with dignity and equity is what elevates respect for our patients and staff. It makes us not just an organization, but also a community where you belong. It is how we advance the care and enhance the lives of all people.



GED or HiSET (Required)


Equal Employment Opportunity Employer

Baystate Health is an Equal Opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, marital status, national origin, ancestry, age, genetic information, disability, or protected veteran status.

Ab out Baystate Health

Baystate Health (BH) is one of New England’s leading and largest integrated health care organizations, serving a population of nearly one million people throughout western New England. With roots dating back to the founding of Springfield City Hospital in 1873, Baystate Health has been providing high-quality and compassionate health care in western Massachusetts for more than 145 years. With more than 12,000 employees, a medical staff of nearly 3,100 physicians, and a net patient service revenue of more than $1.4 billion, the ever-growing health system includes five Massachusetts hospitals and the Baystate Mary Lane Outpatient Center in Ware:

  • Baystate Medical Center in Springfield

  • Baystate Children’s Hospital (located at Baystate Medical Center)

  • Baystate Franklin Medical Center in Greenfield

  • Baystate Wing Hospital in Palmer

  • Baystate Noble Hospital in Westfield