Patient Access Liaison - Orthopedics Sports Med (Waltham)

Children's Hospital Boston•Waltham, MA

31d

About The Position

Patient Access Liaisons (PAL) provide centralized scheduling services related to patient access, scheduling, and support to assure effective and efficient delivery of health care services, always striving towards a patient experience of excellence. The Shared Patient Access Center handles patient access requests for Boston Children's Hospital patients. The Patient Access Liaisons (PAL) offer a one-of-a-kind appointment experience elevating patient satisfaction. The positions in this job family will work directly with the caller to respond to various questions and issues, resulting in proficiency, accuracy, and quality of patient service care.

Requirements

High-school diploma or GED.
One (1) year of related experience, i.e., customer service experience, preferably in a call center environment or healthcare setting required.

Nice To Haves

Scheduling experience in a healthcare setting preferred.
Experience with Epic Scheduling and Power Chart Medical Records data preferred.
Experience with CISCO call center software preferred

Responsibilities

Provides centralized scheduling services for a BCH Specialty Department Contact center.
Performs tasks to meet patient access, scheduling, and patient satisfaction goals.
Interacts with patients and families via telephone to provide information in response to inquiries.
Identify caller's needs, clarifies information, and provides centralized registration and scheduling for service options of primary care and specialty care.
Registers patients by collecting patient and insurance information.
Gathers pertinent information for prescription and refill requests.
Receives routine complaints and issues during telephone calls.
Replies with the appropriate predetermined response.
Elevates non-routine issues to supervisor for further action.
Attends and participates in team meetings as required.
Contributes by making suggestions for process improvements.