Admin Patient Experience Representative I- Cardiovascular Genetics

Children's Hospital Boston•Boston, MA

34d•Hybrid

About The Position

The Center for Cardiovascular Genetics at Boston Children's Hospital is committed to providing state-of-the-art care to patients and their families with a wide range of cardiovascular genetic conditions including inherited arrhythmia syndrome, cardiomyopathies, aortopathies, congenital heart disease, and disorders of lipid metabolism. Our care strategy is tailored to the specific clinical and genetic needs of the individual and family.

Requirements

A high school level of education, bachelor's degree preferred
Healthcare experience preferred
Can perform the actions associated with this skill without assistance. Is considered "a person to ask" when difficult questions arise. Capable of coaching others by translating complex nuances into easy-to-understand terms.
Able to successfully complete tasks as requested. Help from an expert may be required from time to time can discuss the application and implications of changes to processes, policies, and procedures in patient experience.
Understands needs and takes a proactive approach to meeting their needs in an effective and timely manner. Uses non-technical language skillfully to ensure effective communication with customers from all levels of understanding.
Builds and maintains effective working relationships.
Ability to communicate effectively both orally and in writing and provide empathy in difficult interpersonal situations.
Ability to work with diverse internal and external constituencies.

Responsibilities

Physician & Program Support: Provide administrative support to multiple cardiologists and the Cardiovascular Genetics Program, including calendar management, triaging calls, coordinating meetings, attending team huddles, and supporting team operations. Support internal workflow enhancements and participate in quality improvement initiatives.
Patient Scheduling & Registration: Schedule and register patients for visits and ancillary services; manage new patient intakes and pre-appointment record requests; enroll patients in the portal. Prepare charts, check in patients, verify insurance, obtain referrals and records, and accurately log documentation. Answer, screen, and route calls; manage appointment requests, triage urgent calls, and activate emergency services when appropriate. Collect and process demographics, insurance, referral, and billing data; transcribe treatment info and manage clinical documentation.
Customer Service: Deliver effective and compassionate service to patients and families; escalate complex concerns as needed. Serve as the primary contact for patient families; address inquiries, resolve issues, and guide them through their care plans
Administrative Tasks: Process prescription refills, external requests, patient paperwork, and correspondence Handle mail, photocopying, and document organization.
Collaboration: Work with referring providers and practices to manage complex cases
Systems & Technology Use: Utilize office and hospital systems (e.g., Microsoft Office, Epic) efficiently.
Other duties as assigned.