Beth Israel Deaconess Medical Center Transplant Practice Specialist in Boston, Massachusetts

Transplant Practice Specialist

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Job LocationBoston, Massachusetts

Req ID 17375BR

Department Description: The Transplant Institute provides care to patients requiring a liver, kidney or pancreas transplant, live kidney and liver donors, patients requiring dialysis access and patients who need hepatobiliary surgery. The Transplant Practice Specialist is the primary contact for patients and visitors entering the department. The position performs revenue cycle tasks to ensure that patients are checked in for the appropriate appointment, insurance is up-to-date, referrals are in place and co-pays are collected. This position prints the required portion of the electronic record and communicates to staff running clinic that patient has arrived. Customer service is a primary responsibility; the Transplant Practice Specialist responds to all questions asked by patients and visitors, maintains a neat waiting room, communicates clinic delays and schedules follow-up visits as indicated by the clinic provider. The position supports the department by managing service repair requests, maintaining office equipment and distributing the daily schedules. The Transplant Practice Specialist is an important member of the team with direct patient contact. The environment is fast paced which requires strong attention to detail, communication skills via computer, phone and face to face and the ability to independently multi-task a diverse array of responsibilities. Previous experience in an outpatient medical setting is preferred; customer service experience is very helpful as this position interacts with a variety of patients who are dealing with complex health issues.Job Location: Boston, MAReq ID: 17375BRJob Summary: The Transplant Practice Specialist provides support to the multi-disciplinary clinical team by managing the patient appointment schedule, obtaining insurance approval for appointments, and answering the main phone line. Serves as a primary point of contact for patients and visitors in an outpatient unit and provides excellent customer service through clear communication. The Transplant Institute provides care to patients along several service lines corresponding to liver, kidney or pancreas transplant, dialysis access or hepatobiliary surgery. The environment is uniquely complex due to the mixture of multiple medical specialties that comprise the Transplant Institute Team. Each service line within the Institute requires adherence to specialized requirements for patient appointments, insurance standards, and referral authorizations.

Essential Responsibilities:

  • Performs check in, and coordinates and schedules multiple new and follow-up appointments in person, via e-mail and over the phone to support a multidisciplinary team including surgeons, hepatologists, nephrologists, infectious diseases, social workers and nutritionist. Confirms correct insurance type, type of visit and demographic information.

  • Obtains referrals required for patient prior to scheduled visits; maintains 100% compliance with referral management requirements and current knowledge base of referral and authorization rules and related policies for multiple insurance and managed care payers including transplant specific policies; maintains record of referral, level of care and number of visits being authorized.

  • Assists patients with full registration, updates insurance information at each visit to ensure collection of accurate information for billing and accurate capture of pre-transplant services; collaborates with Financial Coordinator to verify that mandatory policies are followed; notifies Financial Coordinator of insurance changes identified at check-in.

  • Collaborates with Transplant Nurse Care Coordinators to maintain up-to-date patient information in the Organ Transplant and Tracking Record database and records time per instructions on monthly Medicare time study.

  • Answers, screens and processes a high volume of calls in a professional manner; utilizes and adheres to the phone scripts and guidelines for triaging calls; asks appropriate questions and uses independent judgment within scope of knowledge and authority to determine the type of appointment, appropriate provider and urgency needed. Records and forwards accurate messages to providers and staff.

Required Qualifications:

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

  • 3-5 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:

  • Experience in healthcare strongly preferred.


  • Written Communications: Ability to summarize and communicate in English moderately complex information in varied written formats to internal and external customers.

  • Oral Communications: Ability to comprehend and communicate complex verbal information in English to 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:

Sedentary work: Exerting up to 10 pounds of force occasionally in carrying, lifting, pushing, pulling objects. Sitting most of the time, with walking and standing required only occasionally