Job Information
Children's Hospital Boston Patient Experience Representative II - Waltham in Boston, Massachusetts
76168BRJob Posting Title:Patient Experience Representative II - WalthamDepartment:Orthopedics - Sports MedicineAutoReqId:76168BRStatus:Full-TimeStandard Hours per Week:40 Job Posting Category:AdministrationJob Posting Description: *PER Positions are currently eligible for a Sign-on Bonus of $2,000 for full time positions
(Not eligible for internals)
This is a hybrid position, office location is Waltham.
This Patient Experience Representative is responsible for:
Customer Service
Demonstrates positive and effective customer service that supports departmental and hospital operations
Interacts and provides positive and effective customer service to patients and families
Responds to routine inquiries about hospital protocol, policies, and procedures
Involves supervisor to assist with resolution of complex issues
Greets, screens, and directs patients, families, and visitors
Registers new patients
With guidance, collaborates and communicates with referring providers and practices to facilitate management of complex patient issues
Patient Registration/Admissions/Discharge
Monitors clinic activity to ensure the best possible patient experience
Records and processes patient demographics, insurance/payment, and referral information for patient encounters
Collects all necessary clinical documentation and information. Transcribes code and patient treatment information into a billing system
Obtains required authorizations, referrals, and verifications of insurance to compile patient and staff schedules
Scheduling
Under close supervision, schedules patient encounters and procedures to coordinate with and across providers, departments, and institutions
Monitors daily schedule and coordinates flow to optimize resource utilization and patient experience. With guidance, communicates with clinicians and/or supervisors and routes patients/visitors to maintain efficient patient/visitor flow
Patient Flow Coordination
Prepares for and attends shift handoffs and team huddles
Administration
Answer, screen, and route calls. Record and forward messages and triage calls for urgent information or services. Respond to requests for routine information within scope of knowledge and authority. Initiate calls for emergency services as required
May maintain personal calendars for physician/supervisor(s)
May assist in organizing and scheduling conferences, seminars, and other department programs or events. Organizes documents and/or presentations and logistics for meetings and events
May collect and organizes medical records, information, materials, and supplies required for appointments
Prepare requisitions and other standard forms as requested by clinician or supervisor
Under close supervision, communicates with other departments to coordinate ancillary clinical/administrative services
Open and sorts mail, deliver and retrieve patient records, photocopy materials, sorts, collates, and distributes documents
Processes various letters and outside requests and prescription refills
Technology
Utilizes all office technology, including phone systems, email, Microsoft Office programs, and clinical, scheduling, and billing applications
Enrolls patients and caregivers in patient portal
Process Improvement
Demonstrates interest and the ability to actively participate in, and contribute to, departmental and organizational initiatives & projects with a focus on continuous process improvement
Assists with implementing change with internal systems and procedures
To qualify, you must have:
High School Diploma/ GED required
Minimum 6 months of relevant healthcare experience required
Understanding of basic computer skills and concepts
Makes use of customer service knowledge to assist patients and families in resolving problems
Conveys a positive demeanor when interacting with patients, families, and coworkers
Ability to communicate in a clear, effective manner both orally and in writing and demonstrate empathy in difficult personal situations
Ability to work with diverse internal and external constituencies
Demonstrates the ability to pay attention to detail and accuracy
Interpersonal skills, collaboration, and communication
BCH offers competitive benefits and compensation.
Office/Site Location:WalthamRegular, Temporary, Per Diem:Regular Remote Eligibility :Part Remote/Hybrid