Radiology Service Representative

Baystate Health, the largest healthcare organization in western Massachusetts and home to Baystate Medical Center (BMC), the areas only level 1 trauma center in Western Mass, is looking for a Patient Service Representative to join our Radiology team.

RESPONSIBILITIES: Baystate Health’s Radiology Patient Service Representatives play a vital role in delivering compassionate, patient-centered care. As a key liaison between patients and clinical teams, you’ll support multiple departments by performing essential administrative functions that enhance the overall healthcare experience. From welcoming patients with warmth to ensuring seamless communication and accurate record-keeping, you’ll help create a supportive environment where care comes first.

Championing the Patient Experience

• Welcome patients and visitors with a friendly, professional demeanor—offering assistance and ensuring a positive first impression.
• Confirm appointment details, verify demographic information, and manage referrals or authorizations.
• Provide updates on wait times and provider availability while maintaining a clean, comfortable, and inviting waiting area.
• Demonstrate growing sensitivity to patient and family needs, offering hospitality and empathy at every interaction.

Clear & Compassionate Communication

• Build collaborative relationships with internal teams, providers, and external partners.
• Communicate clearly, respectfully, and in compliance with HIPAA and other confidentiality standards.
• Handle challenging conversations with professionalism and emotional intelligence.
• Embrace cultural awareness, adapting communication styles to serve diverse populations.

Accurate Patient Identification

• Follow standard protocols to verify patient identity using two unique identifiers (e.g., name and date of birth).
• Ensure patient safety and proper documentation by placing ID bands and monitoring waiting area flow.
• Keep patients informed about potential delays and exam updates to manage expectations.

Confidentiality & Information Privacy

• Uphold patient privacy by strictly adhering to HIPAA guidelines and internal policies.
• Operate electronic medical record (EMR) systems with accuracy and discretion.
• Maintain confidentiality in all verbal and written communications.
•  Professional Telephone Etiquette
• Answer calls promptly and courteously, using active listening and problem-solving to assist callers.
• Minimize call transfers by resolving inquiries when possible; direct calls efficiently when needed.

Administrative & Clerical Support

• Perform general administrative tasks including data entry, patient reminder calls, and preparing exam materials.
• Participate in downtime recovery procedures and maintain accuracy in patient records.
• Ensure smooth shift transitions by communicating any unfinished tasks or concerns.

Mail, Faxes, Imaging & Rosters

• Operate office equipment proficiently, including fax machines, printers, and copiers.
• Process incoming mail and faxes according to department standards.
• Prepare and release imaging CDs and reports following authorization protocols.
• Verify physician orders and maintain daily rosters with precision and attention to detail.

Schedule:

• Part-time, 32 hours a week
• 2nd shift, 2:30pm-11pm during the week
• Every other weekend 11am-7:30pm

Location:

• 759 Chestnut St.
• Springfield, MA

Qualifications:

• High School diploma or GED
• Medical terminology, keyboard, Microsoft office products, schedule systems, medical records (electronic and paper), billing, basic math, language, reading and writing, customer service
• Experience in a medical office setting, preferred

THE ADVANTAGES OF WORKING WITH BAYSTATE!

• Excellent Compensation High-quality, low-cost medical, dental and vision insurance
• Generous PTO – up to 25 days in the first year, with scheduled earned increases
• Continuing education support and reimbursement
• First Time Home Buyers Financial Packages
• Farm Share Memberships
• 403b retirement company match & annual company contribution increase based on years of service
• Free money coach advice from a certified professional
• Wellbeing programs that include but are not limited to mental, physical, and financial health
• Pet, home, auto and personal insurance
• Life insurance
• Reimbursement for a variety of wellbeing activities, included but limited to gym membership and equipment, personal trainer, massage and so much more!
• Wellbeing programs that include but are not limited to mental, physical, and financial health

Baystate Health, western Massachusetts’ only academic center and tertiary care provider has a long and proud tradition of continuous learning and improvement. We educate and train hundreds of healthcare workers every year and advance knowledge about new approaches to care. At Baystate Health we know that treating one another with dignity and equity is what elevates respect for our patients and staff.  We are committed to increasing diverse representation across our organization. Together our inspired and compassionate teams manage the whole health needs of all communities in need.  

We strive to be the place where we can help you build the career you deserve – apply today – YOU belong at Baystate!

Our Compensation Philosophy

We offer competitive total compensation that includes pay, benefits, and other recognition programs for our employees. The base pay range shown above considers the wide range of factors that are considered in making compensation decisions including knowledge/skills; relevant experience and training; education/certifications/licensure; and other business and organizational factors. This base pay range does not include our comprehensive benefits package and any incentive payments that may be applicable to this role.

Education:

Non-Graduate (Required)

Certifications:

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.